Senior Manager - Enterprise Identity & Access Management Ops (Remote)

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Description

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Job overview and responsibilities

The Senior Manager– Enterprise Identity and Access Management Operations is a technical leader responsible for implementing transformative capabilities for our workforce and enterprise Identity and Access Management (IAM). Engages with many teams across the airline implement a best-in-class identity solutions that secure, improve and enrich our employee experience and digital assets. The Sr. Manager of Identity and Access Management has primary responsibility for the management and operation of United’s IAM processes and tools.

Key Attributes of an Enterprise IAM Operations Leader

1. Operational Excellence & Service Ownership

Owns end-to-end IAM service health, availability, and operational performance.

Establishes and governs operational runbooks, support processes, escalation procedures, and incident management.

Drives SLA/SLO achievement, queue management, and service quality metrics.

Ensures stable delivery of workforce, privileged, machine, and non-human identity services

2. Strong Identity Domain Expertise

Demonstrates working knowledge across:

Identity Governance & Administration (IGA)

Access Management and Federation

Single Sign-On (SSO)

Multi-Factor Authentication (MFA)

Privileged Access Management (PAM)

Service Accounts and Machine Identities

Workforce and Alumni Identity Services

AI Agent and Non-Human Identity Controls

3. Metrics-Driven Leadership

Defines operational KPIs and dashboards.

Uses data to drive decisions and improvements.

Monitors ticket volumes, SLA attainment, system availability, onboarding throughput, certification completion, and operational risk indicators.

Produces executive-ready operational reporting.

4. Vendor & Managed Service Governance

Oversees supplier performance and managed-service providers.

Holds vendors accountable for contractual obligations, service levels, quality, and documentation.

Ensures clear ownership between internal teams and external providers.

Drives continuous service improvement through performance reviews and governance forums.

5. Incident, Problem & Risk Management

Leads operational response and recovery efforts.

Ensures appropriate escalation paths and executive communications.

Performs root-cause analysis and drives corrective actions.

Balances operational resilience with cybersecurity risk reduction.

6. Governance & Compliance Orientation

Ensures IAM controls are operating effectively and consistently.

Maintains audit evidence and supports regulatory examinations.

Enforces identity standards, policies, and operational procedures.

Partners with Risk, Audit, and Compliance functions to address findings and control gaps.

7. Cross-Functional Leadership

Successfully collaborates with:

Security Operations

Infrastructure & Cloud Teams

Application Owners

Service Desk

HR and Workforce Administration

Architecture & Engineering Teams

Risk and Compliance Organizations

8. Continuous Improvement Mindset

Identifies automation opportunities to reduce manual effort.

Improves provisioning, de-provisioning, certification, and access request processes.

Drives operational efficiency, standardization, and scalability.

Champions a product-oriented operating model for IAM services.

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

Execute IAM program management, governance, and lead technical teams to ensure alignment with strategy and vision

The aim is to determine accurate system access across multiple platforms

Ensure IAM solutions are meeting security and business objectives and outcomes by establishing metrics that lead to actions for improvement

Continuously improve and innovate our IAM capabilities to drive value, enhance our employee experience and secure our digital assets

Support with the multi-factor authentication process to improve employee experience with various United systems

Qualifications

What’s needed to succeed (Minimum Qualifications):

Bachelor's degree

Cybersecurity, Risk Management, Computer Science

5 years in Identity and Access Management technologies, processes, and capabilities and including at least 3 years of leadership experience leading and coaching teams/people to their highest potential

Developed/executed roadmaps Identity and Access Management (IAM) capabilities and led cross-functional execution to drive initiatives to completion

Deep understanding of IAM technologies, controls, and best practices (LDAP, directories, certificates, SAML/OAUTH, MFA, Entra, Adaptive Authentication, PKI, IGA, and MDM)

Working knowledge of IAM principles in cloud first environment

Understanding of PCI, SOX, HIPAA, EU-GDPR regulations and for IAM

Know how to influence technology teams to deliver a frictionless employee 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

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):

Master's degree

9+ years of experience in STEM field

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.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.