Sr Manager - Customer Identity and Access Management (CIAM) Operations

Join United Airlines as a Senior Manager of Customer Identity and Access Management (CIAM) Operations and be at the forefront of innovation, leading the operational aspects of our CIAM program platforms to ensure seamless, secure, and effective management of customer identity services. As a remote-based position, you will have the opportunity to work from anywhere and be part of a global company that operates in hundreds of locations around the world, with millions of customers and tens of thousands of employees.

We offer a competitive salary range of $126,225 - $185,130 and a comprehensive 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, 401k, and privileges like space available travel, United is truly a one-of-a-kind place to work.

About the Role

The Senior Manager – Customer Identity and Access Management Operations is responsible for the operational aspects of our CIAM program platforms, ensuring seamless, secure, and effective management of customer identity services. This role is essential for maintaining the integrity and availability of United's CIAM processes and technology, particularly focusing on incident, change, and problem management in accordance with ITIL frameworks.

Key Responsibilities

• Contribute to the Identity and Access Management (IAM) vision and roadmap
• Operational Leadership for CIAM, including developing and implementing strategies to improve operational aspects of the program
• Lead and mentor a team of operations specialists and engineers, including managing vendor relationships with Managed Service Providers (MSP)
• Partner engagement and effective communication with other CIAM leaders, IT teams, and business units to ensure operational integration meets program objectives
• Establish and supervise key performance indicators (KPIs) for operational efficiency, incident management effectiveness, and alignment to United's customer identity standard

Qualifications

Minimum Qualifications

• Bachelor's degree in Science, Technology, Engineering, or Mathematics (STEM)
• 9+ years of experience in STEM field, including at least 5 years in Identity and Access Management technologies, processes, and capabilities, and at least 5 years of 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
• Solid understanding of IAM principles in a cloud-first environment

Preferred Qualifications

• Cybersecurity, Risk Management, Computer Science, or Information Management degree
• ITIL Certification, particularly ITIL Expert or Master

What We Offer

• Competitive salary range of $126,225 - $185,130
• Comprehensive benefits package
• Remote work option
• Opportunity to work with a global company
• Professional development and growth opportunities

How to Apply

If you are a motivated and experienced professional looking to join a dynamic team, please apply today. We are an equal opportunity employer and welcome applications from diverse candidates.