Senior Manager – Customer Identity & Access Management Operations (Remote)

United Airlines; Chicago (IL); Remote; USD 141,000 - 183,000; Full time

Job summary

United Airlines is seeking a Senior Manager for Customer Identity & Access Management Operations. You will lead CIAM, drive incident response, and mentor a team of operations specialists and engineers to deliver high-quality services.

This role requires strong stakeholder engagement and a proven ability to manage change across complex environments. Join a global team focused on secure, resilient identity solutions and continuous improvement, with opportunities to influence strategy and

Qualifications

• Bachelor's degree required with preference for Science, Technology, or Engineering.
• 5+ years in STEM including IAM technologies and operational leadership experience.
• ITIL processes experience with incident, problem, and change management.
• Deep understanding of IAM technologies, controls, and best practices (PKI, passwordless).
• Cloud-first IAM principles experience.
• Knowledge of PCI, SOX, EU-GDPR in IAM.
• Ability to influence tech teams and stakeholders without direct authority.
• Proven ability to deliver transparent executive-level reports.
• Excellent communication skills at all levels.

Responsibilities

• Contribute to the IAM vision and roadmap.
• Provide operational leadership for CIAM to reduce incidents and improve response times.
• Lead and mentor a team of operations specialists and engineers; manage MSP relationships to ensure high-quality services.
• Engage stakeholders and communicate CIAM updates to all levels.
• Establish and monitor KPIs for operational efficiency and incident management.

Skills

Identity and Access Management

ITIL processes

Incident management

Change management

Stakeholder communication

Vendor management

Security leadership

Education

Bachelor's degree

Advanced degree preferred

Tools

Ping suite

Job description

Senior Manager - Customer Identity & Access Management Operations (Remote)

Location: Chicago, Illinois, United States

Contract: Full-Time

The base pay range for this role is $140,600.00 to $183,108.00.

Posting Expiration Date: 11/5/2026

Description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what's next. Lets define tomorrow, together.

Connecting People. Uniting the World. There's never been a more exciting time to join United Airlines! As a global company that operates in hundreds of locations around the world - with millions of customers and tens of thousands of employees - we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly.

We're on a path to becoming the best airline in aviation history. Join our Cybersecurity and Digital Risk (CDR) team to help lead the industry in cyber safety, security and resilience. United's CDR team plays a critical role in protecting our operations by enabling secure and resilient systems, managing threats and vulnerabilities, and ensuring swift response and recovery. Our mission is to seamlessly embed cybersecurity and digital risk management into every aspect of our business. We help drive progress and growth through trusted digital solutions, safeguarding assets and empowering our team, all while promoting a cyber-safe and secure environment that supports resilient airline operations.

United offers a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401(k), and privileges like space-available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world and help us keep our airline cyber safe?

Job Overview and Responsibilities

• Contribute to the Identity and Access Management (IAM) vision and roadmap.
• Operational Leadership for CIAM that includes ability to develop and implement strategies to enhance operational aspects of the program by continuously evaluating approach to reduce incidents and improve response times by effectively managing change and problem management to ensure service level agreements (SLAs) are met.
• Ability to lead and mentor a team of operations specialists and engineers, including proven ability to manage vendor relationships deliverables with Managed Service Providers (MSP) to ensure contractual obligations are not only met but designed to deliver high-quality services to align with CIAM objectives.
• Stakeholder engagement and effectively communicate with other CIAM leaders, IT teams, and business units to ensure operational integration meets the program objectives. Act as the primary operations contact for CIAM, providing updates and communications to stakeholders at all levels.
• Establish and monitor key performance indicators (KPIs) for operational efficiency, incident management effectiveness, and alignment to United's customer identity standard. Report on these metrics to provide transparency and drive improvements across CIAM operations.

Qualifications

Minimum Qualifications:

• Bachelor's degree required, with preference for Science, Technology, or Engineering field.
• 5+ years of experience in STEM field, including at least 5 years in Identity and Access Management technologies, processes, and capabilities and operational leadership experience leading delivery and incident management teams/people.
• ITIL Process experience, particularly with incident, problem, and change management.
• Deep understanding of IAM technologies, controls, and best practices including adaptive authentication, PKI, and passwordless technologies.
• Working knowledge of IAM principles in cloud first environment.
• Understanding of PCI, SOX, EU-GDPR regulations and for IAM.
• Know how to influence technology teams to deliver a frictionless identity experience.
• Experience influencing teams and stakeholders without direct authority over them.
• Coached individuals & leaders at multiple levels able to demonstrate tangible results.
• Achieved objectives by contributing information and recommendations to strategic plans, identifying trends and driving changes.
• Built relationships with stakeholders across all levels and departments, and deliver highly transparent reports to executives and leaders.
• Excellent communication skills at all levels of organization.
• Must be legally authorized to work in the United States for any employer without sponsorship.
• Successful completion of interview required to meet job qualification.
• Reliable, punctual attendance is an essential function of the position.

Preferred Qualifications:

• Advanced degree in Cybersecurity, Risk Management, Computer Science, Information management, or related field.
• Experience with Ping suite of tools.
• ITIL Certification, particularly ITIL Expert or Master.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.