Job Information
United Airlines Manager - Customer Operations Analysis in Gurugram, India
Description
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Customer Experience & Analytics
The Customer Experience & Analytics team empowers stakeholders with timely and relevant data driven insights to help run a more customer centric and dependable airline
Job overview and responsibilities
United Airlines’ Operations Analysis department is responsible for operational factors and supporting future schedule development to ensure customer satisfaction and network reliability (completed flights that depart and arrive on time). The key objectives are to improve performance by conducting analyses on operational and customer factors which include flight times, delay insights, customer journey, bags, air traffic control, aircraft maintenance and routing, ground time, airport staffing, airport congestion and construction, fuel utilization, irregular operations, etc.
The Manager will lead the Operations Analysis team in India Knowledge Center to provide analytical support to United leadership with the goal of enabling better operational decisions that improve customer NPS, flight completion rate, on-time performance, delay drivers and cost. The team will also support story boarding, data engineering, new tool development, KPI design, dashboard creation and automation for operational leaders and groups of United.
Provides leadership to a 2-4 member team (analysts)
Provide analytical support to leadership on day-to-day functions that helps them make data driven decisions and answer key questions from the eTeam
Design meaningful metrics that indicate operational health and inform operational decisions
Build high-quality story decks, dashboards, tools and reports for leadership, eTeam, front-line management, and individual business teams throughout the organization
Automate existing manual reports and processes to improve throughput
Document the data landscape, maintain an inventory of reports, and plan for report consolidation, elimination, and/or improvement
Curate tables and views that serve as the "single source of truth" for United's reliability data
Continuously interface with various business groups throughout operations and customer teams to understand organizational needs and design solutions
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.
Qualifications
Required
Bachelor's degree in computer science, information sytems, engineering, or another quantitative field (i.e. mathematics, statistics, economics, etc.)
At least 6+ years experience in business intelligence, analytics, and/or data engineering
Deep understanding of data structures, relationships, and efficient transformations
Familiarity with all parts of the data ecosystem -- acquisition, engineering, storage, management, analysis, visualization, and deployment
Knowledge and application of data visualization best practices
Management of a team
Proven comfort working with massive data sets
Proficiency writing complex queries and procedures using both traditional and modern technologies/languages (i.e. SQL, Python, Spark, etc.)
Data visualization skills using one or more reporting tools (i.e. Spotfire, Tableau, ggplot2, Amazon Quick View, etc.) to produce meaningful, elegant dashboards
Ability to learn what a business team does, then design a data/technology solution that connects business processes with quantifiable outcomes
Must be legally authorized to work in India for any employer without sponsorship
Must be fluent in English and Hindi (written and spoken)
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
Preferred
Master's degree preferred
At least 1 year experience in a leadership/supervisory role preferred
Airline experience or knowledge of airline operations preferred
Knowledge of airline business and airline operations
Exposure to statistical and analytical methods preferred
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT
United Airlines
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