Data Integrity Manager

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Description

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Job Overview and Responsibilities

The Manager of Data Integrity & Knowledge Architecture is responsible for the readiness, structure, and continuous quality of the data and knowledge assets that are leveraged by customer-facing automation platforms. Ensures that the automation has immediate access to clean, verified, and well-structured data. Will bridge the gap between Customer Support & Advocacy operations, Brand, Content, and Data Governance to drive automated and personalized resolutions with the most accurate data.

 

• Redesign traditional, human-readable knowledge articles and FAQs into structured, modular data blocks optimized for retrieval-augmented generation (RAG) and semantic search used by Generative AI and agentic
• Ensure a single source of truth across all channels
• Establish and enforce strict data quality, deduplication, and standardization rules for customer profile data, transaction histories, and interaction metadata
• Ensure that standard data is sanitized and formatted across systems so AI models can accurately read and interpret
• Partner direction with digital technology, customer profile, and data scientists to map out data dependencies required for automation. Audit production journeys to understand real-time experience, latency issues, response accuracy, ability to read/write to internal systems, and enabling automation to perform transactions
• Create a robust feedback loop by analyzing automated ‘fallbacks’ or classification failures caused by data gaps. Review transcripts and system logs to identify missing or inaccurate knowledge articles, broken data fields or unmapped backend logic, continuously tuning the data layer to drive customer resolution
• Collaborate with Information Security and other privacy teams to ensure channels strictly comply with privacy regulations and manage data-masking rules to prevent personally identifiable information (PII) from leaking into LLM training logs or unauthorizied third-parties

Qualifications

What’s needed to succeed (Minimum Qualifications):

 

• Bachelor's degree or related experience
• Management Information Systems, Data Science, Informatics, or a related field that is heavily analytical/systems-driving discipline
• Enterprise content/knowledge management certification or a formal data governance credential
• 3+ years of experience managing enterprise data quality, master data management (MDM), or content/knowledge base architectures
• 2+ years working directly within or supporting a complex contact center technology stack
• Deep expertise in structuring content for optimal search, resue, and machine consumption
• Understanding how to transition from long-form text documents to modular, snippet-based data structures
• High literacy regarding how data travels from backend systems to front-end chat/voice interfaces
• Ability to trace complex customer journey across disparate legacy backends and identify where data silos will break automated conversations
• Familiarity with Generative AI concepts and prompt writing
• Exposure to AI platforms such as Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM
• 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 or related experience
• Master of Science in Data Governance, Business Analytics, Knowledge Management or equivalent field
• Data infrastructure certification or platform certification in enterprise knowledge management tools
• Direct experience preparing corporate data or content management architectures for a large-scale Conversational AI, LLM, or automated self-service deployment that achieved significant deflection/containment metrics
• Strong conceptual understanding of semantic search function to ground LLMs and reduce AI hallucinations
• Familiarity with how data is logged, stored, and routed within major platforms
• AI ethics on string-masking, tokenization, or hashing to protect sensitive customer data at point of intake
• Hands-on experience using AI tools in projects, internships, or work environment

• Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n

   

The base pay range for this role is $102,220.00 to $133,194.00.
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.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com