Manager - Cargo Revenue Recovery

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.

Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.

Create what’s next with us. Let’s define tomorrow together.

We’re not just in the business of transporting people. We’re also in the business of moving cargo. As a major provider of air freight services, our Cargo team transports everyday electronics and automotive parts, to perishable goods, life-saving organs, vaccines and even baby formula. And in turn, we help keep businesses, communities, and global economies running. With so many career options – from Marketing to Finance, Logistics to Data Analytics, and more – you can build a career within a career and gain exposure to so many areas of our airline’s important role in the global supply chain. Join our team and watch your uniquely United career journey unfold.

Key Responsibilities

The Manager - Cargo Revenue Recovery leads United Cargo's claims resolution, subrogation recovery, and customer dispute operations within the logistics division. This role establishes operational frameworks and standards that protect United Cargo's $70M+ revenue recovery portfolio through disciplined execution across the Customer Resolution Team (CRT), Claims, and Subrogation functions. Reporting to the Senior Manager - Cargo Business Intelligence & Revenue Recovery, this position drives day-to-day recovery operations, Salesforce platform optimization, and cross-functional alignment with Finance, Legal, Sales, and Digital Technology to ensure consistent, compliant, and customer-focused resolution outcomes.

Customer Resolution Strategic Leadership

Execute United Cargo's customer dispute resolution framework, ensuring consistent application of standards and escalation protocols.

Resolve high-complexity disputes, balancing financial integrity with strategic customer relationships.

Partner with Sales, Revenue Management, and Operations to address systemic dispute drivers and reduce escalation volume.

Utilize Salesforce CRM insights to identify dispute trends and inform resolution strategies.

Claims Operations and Subrogation Recovery

Execute claims and subrogation recovery strategies, ensuring compliance with IATA standards, regulatory requirements, and internal financial controls.

Manage subrogation lifecycle from opportunity identification through third-party recovery, maximizing recovery outcomes.

Collaborate with Finance, Legal, and Accounting to align claims execution with revenue integrity objectives.

Leverage Salesforce and AI capabilities to enhance recovery efficiency and automation maturity.

Salesforce Platform Optimization and Digital Enablement

Lead the strategic vision and platform roadmap for Salesforce as the primary system powering recovery and resolution functions.

Increase operational efficiency by using artificial intelligence and Flow Builder automations to improve performance and reduce manual tasks.

Establish platform governance standards and data integrity requirements to ensure the system serves as a reliable source of intelligence for leadership.

Promote the adoption of emerging Salesforce innovations to ensure recovery operations benefit from the latest artificial intelligence capabilities.

Performance Management and Reporting

Maintain performance measurement frameworks and reporting standards across claims, subrogation, and CRT functions.

Monitor SLAs and KPIs, ensuring alignment with United Cargo's financial and operational priorities.

Translate performance data into actionable insights and recommendations for senior leadership.

Identify systemic trends and cross-functional improvement opportunities.

Team Leadership & Talent Development

Lead and develop onshore and offshore claims specialists, subrogation analysts, and customer resolution professionals.

Establish accountability, performance expectations, and individual development plans.

Build Salesforce proficiency, claims domain expertise, and data-driven decision-making capability across the team.

Foster a collaborative, inclusive team environment aligned with United's Core4 values.

Note: This is a Chicago-based hybrid role with in-office requirements 50% of the time.

Qualifications

What’s needed to succeed (Minimum Qualifications)

• Bachelor's degree in Business, Finance, Data Analytics, or related field
• 3+ years of progressive experience in claims management, subrogation, revenue recovery, or related business operations
• 2+ years of people management experience with demonstrated ability to lead and develop cross-functional or distributed teams
• Experience with Salesforce CRM
• Knowledge of claims management lifecycle and subrogation recovery frameworks, including regulatory standards and IATA principles
• Knowledge of order-to-cash processes including billing strategy, dispute governance, collections frameworks, and internal financial controls
• Knowledge of cross-functional operations spanning Sales, Finance, Legal, Digital Technology, and Accounting
• Knowledge of regulatory compliance landscape in air cargo claims handling and revenue recovery operations
• Proficiency in Salesforce CRM proficiency tracking disputes, customer activity, and resolution performance metrics
• Strong communication skills with ability to represent United Cargo in high-stakes customer and stakeholder engagements
• Skills in cross-functional influence and stakeholder alignment
• Strong analytical and organizational skills; ability to synthesize complex data into actionable insights
• Skills in Stakeholder management and consensus-building across front-line, back-office, and executive audiences
• Demonstrated adaptable leadership style with capacity to lead through ambiguity and balance competing priorities
• 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 in Business Administration, Data Science, Operations Management, or related field
• Salesforce Certified Administrator or Salesforce Financial Services Cloud Specialist
• Six Sigma Green Belt or equivalent continuous improvement certification
• 5+ years in claims, subrogation, or recovery operations with increasing strategic scope
• 3+ years leading teams in a complex, multi-function environment
• Experience managing offshore or distributed team structures
• Experience in change management, process transformation, or enterprise technology adoption
• Knowledge of Salesforce CRM platform capabilities, including Agentforce AI, OmniScripts, Flow Builder, and enterprise-grade reporting
• Knowledge of AI and automation applications in claims triage, recovery operations, and digital enablement
• Ability to shape Salesforce platform strategy in alignment with business objectives
• Change leadership capability with experience driving process transformation and technology adoption
• Talent development orientation with ability to build succession-ready teams
• Expert knowledge in AI-driven recovery strategy and emerging digital capabilities
• Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving. Apply critical thinking to validate AI-generated outputs while adhering to organizational policies for responsible AI use, data privacy, and security.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.

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