Job Description

Our Marketing and Loyalty team is the strategic force behind United's industry-leading brand and experience, supporting revenue growth by turning customers into lifelong United flyers. Our marketing communications, market research and brand teams drive travelers' familiarity and engagement with the United brand. Our product, design and service teams bring the signature United brand to life in our clubs and onboard our aircraft, ensuring a seamless, premier experience. And when customers choose United again and again, that's because the loyalty team has been hard at work crafting an award-winning program. Our loyalty team manages United MileagePlus, building travel and lifestyle partnerships that customers can engage with every day, and works with our Star Alliance partners to ensure United can take you anywhere you want to go.
Job overview and responsibilities
This role will serve as the primary point of contact for content publishing requests, ensuring seamless coordination and timely execution across teams. The Manager, Digital Publishing will oversee a high-performing team of publishers and coordinators, providing guidance and ensuring quality standards are consistently met. The role will manage intake, estimation, and resource allocation, ensuring all requests are properly captured, prioritized, tracked, and reported, providing transparency and accountability across the organization. Beyond day-to-day management, they will act as a strategic leader, identifying opportunities to optimize publishing tools and processes, improve stakeholder experience, and enhance the overall digital publishing framework.
Lead a team of digital publishers, analysts, and developers, including a mix of full-time employees and contractors and develop a data-driven, results oriented, innovative and inclusive content publishing team.
Responsible for intake, estimation, and resource allocation of content publishing requests, managing team workload and priorities.
Build and maintain reporting dashboards and metrics to track team performance, request volume, SLA adherence, and backlog health, and communicate proactively with stakeholders regarding status updates, delivery timelines, dependencies, and risks.
Own and continuously improve the end-to-end digital publishing process.
Manage our Content Management System (CMS), Digital Asset Management (DAM), and Digital Experience Platform (DXP).
Monitor task progress, proactively follow up on blockers, and drive resolution to keep workflows on track.
Configure and manage Jira workflows, request intake forms, and Sprint/Kanban boards to support efficient team operations
NOTE: This position provides a hybrid work arrangement including approximately 50% of the time spent working onsite at our Chicago office location and 50% remotely.
Qualifications
What's needed to succeed (Minimum Qualifications):
Bachelor's degree ideally in Software Engineering, Computer Science or related field
5+ years of experience in digital publishing or content management
2+ years of experience leading a team of individual contributors
Proven ability to use HTML, CSS, and scripting languages
Proven ability to work on large-scale, complex web applications
Advanced skills in Jira (workflows, dashboards, reporting)
Advanced knowledge of Digital Publishing tools and Content Management Systems (CMS)
Proven ability to use Digital Experience Platforms (DXP) such as Contentstack, Optimizely, and Adobe
Knowledge of modern web design, trends and best practices
Clear and persuasive communication skills, both written and verbal
Proven ability to be a self-starter with a bias for action
Creative problem-solving skills with a growth-mindset approach
Proven ability to lead and manage a team in a fast-paced, cross-functional environment
Must be authorized to work in the US for any employer without visa sponsorship
Preferred Qualifications
2+ years of experience in project management
Atlassian / Jira certification
PMP / Scrum certification
Advanced knowledge of Content Management Systems
Knowledge of WCAG and web accessibility techniques

Skills Required