Senior Manager - Agent Chat (Remote)

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** --------------- Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day. **Job overview and responsibilities** The Senior Manager – Agent Chat is a subject matter expert responsible for the end\-to\-end operationalization of the agent chat channel withing United Customer Support \& Advocacy. Responsibilities include deployment across a global customer support network with analysis and continuous improvement of chat tools, tactics and training focused on the customer experience, agent experience and overall efficiency. In addition to optimizing results with front\-line and support teams, this role partners with cross\- functional digital teams to improve the holistic customer journey as well as external technology suppliers to promote innovation. This highly visible manager role requires demonstrated ownership, leadership and the ability to present to senior leaders. The Senior Manager is required to travel internationally and domestically up to 30% of the time. * Create and execute strategy for continuous improvement of agent chat operations at internal and Partner sites focused on delighting customers with resolution and efficiency * Inspect and analyze results, trends, outliers and opportunities to optimize results * Ensure that chat agents are supported with the training, systems, tools and operating procedures required to ensure a high\-quality consistent experience for customers and agents regardless of their delivery location * Inspect results of chat performance and drive continuous improvement * Participate in business reviews and project updates both from Partner delivery sites as well as technology suppliers * Serve as chat subject matter expert to present to leadership on projects, pilots and critical initiatives as well to ensure that strategic objectives for chat are considered in performance management, allocation of work by line of business to sites, policy and procedure development and Partner operations Enable chat learning and skills growth in direct reports and peers * Collaborate on evaluation, testing and deployment of new processes and tools designed to improve chat experience * Work with Learning and Development and Quality teams to constantly evolve our standards and tools to address