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Data Integrity Manager

Chicago, IL, US • Posted 1 day ago • Updated 11 hours ago

Full Time

On-site

Fitment

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Job Details

Skills

Data Integrity
Customer Facing
Customer Support
Brand
Data Deduplication
Meta-data Management
Auditing
Real-time
Collaboration
Information Security
Privacy
Data Masking
Training
Management Information Systems
Data Science
Informatics
Analytical Skill
Data Quality
Master Data Management
Mobile Device Management
Knowledge Base
Data Structure
Interfaces
Generative Artificial Intelligence (AI)
Writing
Science
Data Governance
Business Analytics
Knowledge Management
Management
Content Management
Semantic Search
Artificial Intelligence

Data Integrity
Customer Facing
Customer Support
Brand
Data Deduplication
Meta-data Management
Auditing
Real-time
Collaboration
Information Security
Privacy
Data Masking
Training
Management Information Systems
Data Science
Informatics
Analytical Skill
Data Quality
Master Data Management
Mobile Device Management
Knowledge Base
Data Structure
Interfaces
Generative Artificial Intelligence (AI)
Writing
Science
Data Governance
Business Analytics
Knowledge Management
Management
Content Management
Semantic Search
Artificial Intelligence

Summary

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: unitedil
Position Id: 9b9282f4a5c4d1d0ed2b83f2cde93d5e
Posted 1 day ago

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