How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all of our customers during their travels with us and aim to deliver an elevated experience.
We are seeking a Product Owner to lead enterprise data management and customer communications for trip experiences. This role owns the strategy and delivery of accurate, timely, and personalized notifications across push, SMS, and email. You will ensure the data that powers these communications is reliable, governed, secure, and integrated across systems—so customers receive clear information at the right moment of their journey.
Scope & Impact
- Owns the rules engine that will drive accurate, consistent and timely notifications to our customers, interfaces closely with underlying data capabilities.
- Operates at enterprise scale across multiple systems, channels, and business functions (e.g., Operations, Customer Care, Marketing, Legal).
- Balances customer experience, regulatory compliance, operational realities, and technical constraints to deliver measurable outcomes.
Key Responsibilities
- Strategy & Roadmap
- Define a customer-centric vision and multi-quarter roadmap for trip communications and the supporting data foundation.
- Translate outcomes into epics and features with clear success metrics and acceptance criteria.
- Prioritize the backlog based on customer impact, risk, compliance requirements, and technical feasibility.
- Customer Trip Communications (Omnichannel)
- Own trip-lifecycle triggers and content across channels (push, SMS, email) including timing, frequency, and suppression logic.
- Define personalization rules (identity, trip context, language, preferences) and guardrails (rate limiting, quiet hours, failover).
- Coordinate with Operations and Customer Care to ensure messages reflect real-time operational realities and support resolution paths.
- Architecture & Integration
- Collaborate with engineering on event-driven architectures and APIs that support near real-time communications.
- Integrate with customer data platforms and messaging providers (e.g., push gateways, SMS aggregators, email service) to ensure deliverability and observability.
- Manage dependencies across systems (identity resolution, preferences, eligibility engines) and plan cutovers/deprecations to reduce complexity.
- Compliance, Risk & Controls
- Ensure adherence to applicable regulations (e.g., CAN-SPAM, TCPA, GDPR/CCPA) and internal policies.
- Maintain audit trails, data retention practices, and escalation/runbooks for incidents affecting communications.
- Partner with Legal, Security, and Privacy teams to review new features, templates, and data uses.
- Stakeholder & Change Management
- Align cross-functional stakeholders on priorities, trade-offs, and release plans; communicate status and risks clearly.
- Lead go-to-market readiness for new communication capabilities—training, support materials, and operational runbooks.
- Facilitate user acceptance testing and incorporate feedback to improve clarity and effectiveness.
- Delivery & Execution
- Maintain a transparent, outcomes-focused backlog; provide clear requirements and acceptance criteria.
- Plan iterative releases and validate impact with data; adjust based on performance and feedback.
- Participate in core delivery rituals as needed; focus on cross-functional collaboration over ceremony compliance.
What You Need To Succeed (Minimum Qualifications)
- 5–7+ years in Product Ownership/Management with demonstrated experience in enterprise data or communication products.
- Hands-on familiarity with data governance, data quality, and event-driven architectures.
- Experience with customer messaging platforms (e.g., push, SMS, email) and preference/consent management.
- Strong analytical skills—comfort with metrics, dashboards, and diagnosing data/communication issues.
- Excellent written and verbal communication; ability to craft clear requirements and align diverse stakeholders.
- Working knowledge of privacy, security, and regulatory considerations for customer communications.
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
- Is at least 18 years of age and has authorization to work in the United States.
What Will Give You a Competitive Edge (Preferred Qualifications)
- Experience in travel/transportation or other real-time, operations-heavy domains.
- Exposure to customer data platforms, identity resolution, and personalization engines.
- Familiarity with experimentation (A/B testing), accessibility guidelines, and localization at scale.
- Knowledge of cloud data ecosystems and observability tooling (e.g., logs, tracing, alerting).
Benefits And Perks To Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
- Competitive salary, industry-leading profit sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- Career development programs to achieve your long-term career goals
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- Recognition rewards and awards through the platform Unstoppable Together
- Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
