The Managing Director (MD) of Aircraft and Customer Experience Engineering is responsible for leading the engineering teams that support aircraft configuration engineering, interiors engineering, cabin systems engineering, aircraft programs, and customer-facing onboard products across United's global fleet. Additionally, this position oversees the Organization Designation Authorization (ODA), Parts Manufacturing Approval (PMA) and Food and Drug Administration (FDA) team therefore engagement in certification projects and strategy of PMA and owner/operator approval is essential to the role. This role owns the technical strategy and execution for cabin and aircraft modification programs, ensuring designs, installations, repairs, and product improvements meet safety, reliability, regulatory, customer experience, and business objectives. The MD provides executive leadership for complex airworthiness, certification, and substantiation activities, requiring extensive knowledge of Federal Aviation Regulations, aircraft and equipment design, operational characteristics, aircraft materials and processes, and applicable design and substantiation criteria. Partners cross-functionally across Technical Operations, Digital Technology, Commercial, Flight Ops, Inflight, Supply Chain, Maintenance, OEMs, suppliers, and regulatory stakeholders to deliver practical, compliant, and timely solutions that improve the customer experience and support fleet performance. This function is a critical role within United's Engineering & Reliability organization within United Technical Operations and requires regular updates to senior leaders on customer experience engineering initiatives, regulatory readiness, cabin systems performance, major modification programs, and enterprise-level risks or decisions. The MD role is based in CSC (Chicago) and may require up to 40% travel given the global nature of the team and vendors. This is a Hybrid role, with 3 days expected in the office. 30 Performance driven - leads performance improvement for aircraft configuration, cabin systems, connectivity, inflight entertainment, interiors, and other customer-facing aircraft products across United's fleet. Monitors and supports day-to-day aircraft performance to identify, investigate, and resolve operational reliability issues, including IFE and WiFi systems as well as all interior components and related systems. Other cabin system drivers. Uses reliability data, non-routine findings, customer experience indicators, operational feedback, and maintenance inputs to prioritize corrective actions, product improvements, and long-term engineering solutions that balance safety, airworthiness, reliability, operational efficiency, customer experience, and cost. 30 Team development - leads the management team for Cabin Systems, Interiors, Aircraft Programs and ODA/PMA engineering functions, including managing priorities, setting goals, developing talent, conducting performance evaluations, supporting succession planning, and recruiting technical leadership capability. Fosters a culture of safety, technical rigor, learning, innovation, inclusion, and teamwork while ensuring the organization has the engineering depth needed to support interior and cabin systems, aircraft modification, repair and certification program, FAA approvals, new fleet introductions, and ongoing operational support. 30 Lead by influence - builds relationships and strategic consensus with internal customer organizations including Flight Operations, Maintenance, Inflight, Network, Marketing, Digital Technology, Supply Chain, Planning, Reliability, and other operational groups. Guides cross-functional teams, OEMs, suppliers, and regulatory partners to align priorities, remove barriers, and deliver practical, on-time solutions for aircraft configuration, reliability, customer experience initiatives, and complex modification programs. 30 Strategic and tactical focus - guides the development and execution of complex aircraft modification and cabin systems projects, including project scope, business case and funding approval, implementation planning, technical support, and FAA approvals as required. Partners with the Commercial team to define interior configuration for new and used aircraft and manages the "service ready" process to support efficient, compliant, and seamless integration into United's fleet. Balances near-term operational recovery with long-term product strategy, fleet modernization, reliability improvement, and customer experience objectives. 30 Compliance - ensures aircraft configuration, cabin systems designs, modification programs, repairs, installations, and product changes meet applicable FARs, FAA guidance, United requirements, airworthiness standards, and approved design and substantiation criteria. Applies extensive knowledge of aircraft and equipment design, operational characteristics, aircraft materials and processes, certification requirements, and regulatory documentation to maintain safety, airworthiness, operational reliability, operational efficiency, and audit readiness Qualifications Minimum Requirements: 30 Bachelor's degree (Engineering, Science, Mathematics, or related) 30 10+ years of related experience 30 3+ years leading technical teams 30 Extensive knowledge of FARs, airworthiness design and substantiation criteria, aircraft and equipment design and operational characteristics, aircraft materials and processes Preferred: 30 Master's degree (Engineering, Science, Mathematics, or related) 30 15+ years of related experience 30 5+ years leading technical teams 30 Airframe & Powerplant license 30 Six Sigma Black Belt 30 Apollo Root Cause analysis or equivalent