DescriptionJob Overview and ResponsibilitiesThe 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
QualificationsWhat'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
