Scott Kirby's Leadership Philosophy and United's Post-Pandemic Culture Reset

CEO Scott Kirby describes United as "a five-year-old start-up embedded inside a 100-year-old airline," and this is not just marketing — it reflects a fundamental cultural transformation that happened after COVID. This module digs into Kirby's leadership philosophy, his distinction between management and leadership, the cultural reset that produced a 40-point improvement in net promoter scores, and what this means for the kind of people United wants to hire.