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

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

Location Chicago, Illinois, United States This job is associated with 2 categories See allJob IdWHQ00026910Information TechnologyJob TypeFull-TimePosted Date 10/05/2026

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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. Let’s define tomorrow, together.

Description

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? Apply today!

Job Overview and Responsibilities

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 the customer identity services. This role is crucial for maintain the integrity and availability of United’s CIAM processes and technology, particularly focusing incident, change, an problem management of in accordance with ITIL frameworks and will provide oversight of our Operational support team for the program platforms.

Contribute to the Identity and Access Management (IAM) vision and roadmap.

Operational Leadership for CIAM that include ability to develop and implement strategies to enhance operational aspects of the program by continuously evaluating approach to reduce incidents and improve responses 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 relationship deliverables with Managed Service Providers (MSP) to ensure contractual obligations are not only met but design 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

What’s needed to succeed (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

What will help you propel from the pack (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

Posting Expiration Date: 11/5/2026

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

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.

• Bachelor's degree in Science, Technology, or Engineering and 5+ years in STEM with IAM operational leadership experience
• ITIL process expertise in incident, problem, and change management
• Deep knowledge of IAM technologies, cloud principles, and relevant regulations (PCI, SOX, EU-GDPR)