5-7 years of experience in business process engineering or operational transformation in complex organizations
Proficient in structured process improvement methods like Lean, Six Sigma, and process mining
Fluent in generative and agentic AI concepts to collaborate effectively with engineering teams
Proven track record of redesigning complex processes and measuring outcomes
Strong analytical, communication, and facilitation skills
Comfortable navigating ambiguity and large-scale organizational changes
Willingness to travel 30-40% domestically
Responsibilities
Analyze processes to identify friction and bottlenecks using various methodologies
Assess process maturity and AI readiness to prioritize initiatives
Transform ambiguous challenges into clear AI use cases with measurable outcomes
Challenge existing processes to identify opportunities for improvement
Prototype future-state workflows and test them with stakeholders
Design workflows integrating AI, automation, and human judgment
Define future operating models and write implementation-ready business requirements
Benefits
Opportunity to work on cutting-edge AI and process transformation projects
Collaborative environment with cross-functional teams
Professional development through workshops and coaching
Travel opportunities for project implementation
Engagement in meaningful organizational change initiatives
Full Job Description
Description
What you'll do:
Find the right opportunities
Analyze end-to-end processes for friction, bottlenecks, and failure points, using process mining, value-stream mapping, Lean Six Sigma, and root-cause analysis
Assess process maturity, AI readiness, data availability and operational feasibility across business areas and build a prioritized portfolio based on value, feasibility, risk, and scalability
Turn ambiguous business challenges into clear AI use cases with measurable outcomes
Design the future state
Challenge established ways of working, policies, and process assumptions to identify opportunities to eliminate unnecessary work and fundamentally rethink how services and operations are delivered.
Prototype and test future-state process concepts and workflows with business leaders and employees
Design workflows that blend AI, automation, and human judgment, including decision rights, human-in-the-loop controls, and escalation paths
Determine when AI is the right answer and when simpler automation or process simplification is more appropriate
Define the future operating model: roles, responsibilities, decision rights, process controls, and workforce implication
Write implementation-ready business requirements and acceptance criteria
Make it real
Partner with engineering, product, data, security, and governance teams from process design through implementation and launch
Lead process pilots, user acceptance, and operational readiness reviews
Validate that implemented solutions reflect the intended future-state process, identifying gaps and driving resolution with business and technical teams.
Work with change management and business leaders on training, communication, and adoption
Prove the value
Set baselines and success metrics before launch, then track adoption, performance, and realized value
Build business cases and benefits-realization plans with clear ownership
Validate that improvements in productivity and released capacity translate into measurable business outcomes, such as increased throughput, reduced operating costs, improved service, or better customer and employee experiences.
Make every transformation easier than the last
Turn what we learn in one business area into playbooks, frameworks, and standards that speed up the next one
develop process transformation roadmaps and advise senior leaders on where AI can fundamentally change how work gets done
Facilitate cross-functional workshops and coach teams to build AI capability across the organization
Qualifications
What you bring (minimum qualifications)
Proven experience leading end-to-end business process engineering, or operational transformation in complex organization
Demonstrated experience applying structured process improvement methods, such as Lean, Six Sigma, industrial engineering, process mining, value-stream mapping, or root-cause analysis.
Working fluency in generative and agentic AI (models, agents, retrieval, evaluation, reliability, security, governance), enough to partner credibly with engineers
A track record of redesigning complex processes across functions and systems and measuring the results
Strong analytical thinking, executive communication, and facilitation skills
Comfort with ambiguity and large-scale organizational change
Ability to travel 30-40%, primarily domestic
3+ years of relevant work experience
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 sets you apart (preferred qualifications)
Enterprise generative or agentic AI implementation experience
Process mining (Celonis, Signavio), automation platforms (Power Platform, UiPath), or Microsoft AI ecosystem familiarity
Familiarity with enterprise AI ecosystems such as Microsoft Azure AI, Azure OpenAI, Microsoft Copilot or equivalent AI platforms.
Lean Six Sigma Black Belt or equivalent
Responsible AI governance or risk management experience
Airline, transportation, or other complex operations background
Experience leading transformations where AI changed roles, decisions, and controls
5+ years of relevant work experience
About United Air Lines, Inc
United Airlines is a major American airline that operates a large domestic and international route network. The company is headquartered in Chicago, Illinois and is a founding member of the Star Alliance, the world's largest airline alliance. United Airlines operates a fleet of over 800 aircraft and serves more than 350 destinations in over 50 countries.
