Sujith Gopinath
Senior Information Technology Manager @United Airlines
Signup · Get unlimited contacts
WORK HISTORY
Senior Information Technology Manager @United Airlines
Chicago, IL, US
Accountable for enterprise customer care and digital servicing capabilities spanning in-app, chat, voice, messaging, and social channels, supporting millions of customers annually.• Enabled high-impact self-service and recovery capabilities (same-day flight change, disruption rebooking, baggage support), reducing agent dependency and improving customer satisfaction during peak disruption events.• Led AI-enabled service recovery and compensation capabilities, reducing average handle time by 50%+ across millions of customer interactions.• Lead and develop global engineering and partner teams, ensuring 24/7 availability, resilience, and security of mission-critical customer platforms.
EDUCATION
DePaul University
Master of Science - MS, Computer and Information Sciences and Support Services
SKILLS
ABOUT SUJITH GOPINATH
Technology and Digital Transformation leader with 20+ years of experience owning enterprise customer experience, contact center, and digital platforms across highly regulated and high-availability industries including Airlines, Pharmacy, Retail, and Health Insurance.Proven record of owning $20M+ technology portfolios, leading 150+ global engineers and partners, and modernizing legacy ecosystems into cloud-native, AI-enabled platforms that improve customer experience, operational resilience, and cost efficiency at scale.Trusted executive partner to Product, Operations, Security, and Finance, known for shaping multi-year technology roadmaps, balancing investment tradeoffs, and delivering measurable business outcomes across omnichannel customer engagement and enterprise platforms.Recognized for building and scaling high-performing global organizations, establishing strong operating models, and delivering reliable, outcome-driven platforms in complex, mission-critical environments.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.