[7][8] Munoz began his career holding various financial positions at PepsiCo, afterwards becoming a regional vice president of finance and administration for The Coca-Cola Company.

[5] On August 29, 2016, Munoz hired Scott Kirby, then-president of American Airlines, to fill the same role at United.

[17] The following month, Munoz received widespread criticism for his handling of the issues after a ticketed passenger was forcibly removed from United Airlines Flight 3411.

[20][21] Munoz's handling of the incident was described by various critics as a "fumbling response,"[17][22][23] a "major disappointment,"[24] and a "sort of a self-immolation [that] makes you wonder about his choice as CEO.

"[25] Munoz was already under pressure from activist shareholders to improve United's performance, including its customer relations, after he took charge of the airline in 2015.

"[27] Subsequently, on April 21, 2017, UCH announced that Munoz would remain chief executive officer of the airlines but would "not take broader control of the company as previously planned.

[21] In March 2020, Munoz thanked the United States Government for bailing out the US airline industry, and pledged a number of its planes to deliver critical medical supplies during the pandemic.

Senator Dick Durbin about the COVID-19's impact in the airline industry, and how the CARES Act would help his plan to use federal relief funding to secure jobs and protect consumers during the crisis.

[31] Munoz was positioned to serve a one-year term as chairman of United Airlines Holdings, succeeding retired Jane Garvey.

[13][34] Munoz is a voting member of the University of Southern California Board of Trustees, where he serves as co-chair of the Finance and Campus Planning Committee.

[40] In the book, he also writes about how he launched a listening tour to talk directly to frontline employees to get their input, which in turn informed his comeback strategy for United Airlines.