How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
Are you motivated to join a team focused on external channel performance in support of Delta’s ability to sell its products around the world? Want to be part of implementing and optimizing efforts with our agency community, Global Distribution Systems (GDS) partners, and content distribution software providers? The Distribution team is looking for a driven individual to deliver booking platform innovation to maximize revenue within the third-party ecosystem.
The Program Manager, Distribution Operations plays a critical role in driving innovation and operational excellence across Delta’s external distribution ecosystem. This role supports strategic initiatives, manages key relationships, and collaborates cross-functionally to enhance distribution capabilities and customer experience.
In addition to being a key point of contact for our third-party distribution partners, this role involves managing relationships with Global Distribution System (GDS) partners and other third-party intermediaries. The Program Manager serves as the primary contact for GDS providers, ensuring smooth day-to-day operations, resolving break/fix issues, and supporting escalations. Through strong collaboration with cross-divisional teams such as Sales Innovation, Agency Sales Development, Revenue Management, Finance, and Digital to implement highly visible projects including the implementation of New Distribution Capability (NDC) and product merchandising.
Distribution is seeking an individual to assist internal and external stakeholders to deliver innovation and operational issue resolution within our third-party distribution partners. This position will be based in Atlanta, GA.
Key Responsibilities
- Support development of strategies and tactics for mid-and-long term distribution innovation within the external distribution ecosystem, with specific project/initiative responsibilities such as NDC functions, new brand implementation, new route introductions, agency fraud prevention, GSA implementation, ancillary optimization, enabling enhanced core functionality and industry updates or mandates.
- Collaborate across multiple internal and external stakeholders to drive implementation of Distribution strategies, projects and programs with our GDS partners
- Understand and communicate data flows and technical processes across Global Distribution platforms, influencing and aligning where possible and managing the differences where not possible.
- Serve as the primary GDS contact, managing the relationship to ensure alignment and resolution of ongoing break/fix issues, while providing daily support and handling escalations.
- Prepare and communicate issue summaries and resolution actions to stakeholders as needed
- Collaborate with cross-functional teams to identify and document gaps in third-party services
- Work with distributors, intermediaries and tech providers to champion improvement in third-party booking platforms to de-commoditize customer experience, better showcase premium products, and keep pace with Delta and industry innovation.
- Support the manager with tasks related to GDS tool development, ensuring alignment with Distribution Strategy objectives and timelines.
- Remove roadblocks to success through strong relationships, effective communication, and creative solutions to new and long-standing challenges.
- Partner with cross-divisional teams across Delta including Sales Innovation, Field Sales, Finance, Loyalty, Enterprise Solutions, Revenue Management, and Digital. Also, coordinate with Joint Venture airline partners to support selling of corresponding products and prevent fraudulent activity.
What You Need To Succeed (Minimum Qualifications)
- Strong knowledge of airline distribution landscape, including strategies, programs, processes, GDS tools, and content aggregator functionality.
- Prior experience with an airline, Global Distribution System, Travel Management Company, software or service provider to the airline industry, or content aggregator working in booking platform development.
- Strong skills in project management, critical thinking, decision making & analytical/ problem solving skills.
- Ability to interpret commercial and technical requirements across various audiences
- Strong business acumen and the ability to synthesize inputs to form actionable, meaningful recommendations in support of Delta's third-party distribution strategy.
- Demonstrates business maturity, the ability to recognize and address problems with the appropriate sense of urgency, and the capacity to work independently through ambiguity with minimal instruction or supervision.
- Must have excellent written and oral communication skills and be able to make clear and concise presentations to internal and external stakeholders.
- Ability to work in an autonomous environment and manage several responsibilities that demand a high degree of initiative, drive, and time management.
- Strong interpersonal skills and the ability to effectively work with multiple teams.
- Proficient PC skills including advanced level knowledge of Microsoft Word, Microsoft Excel, and PowerPoint.
- High School diploma, GED or High School Equivalency and 3-5 years of experience in strategic planning, marketing/sales management, GDS or equivalent is required
- Must be willing and able to travel occasionally and performing satisfactorily in current position.
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- 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)
- Working knowledge of Global Distribution system: SabreRed 360, Smartpoint+, Selling Platform Connect (GUI/Green screen)
- Ability to interpret and troubleshoot airline ticketing and booking information within Global Distribution systems
- Ability to interpret and navigate Edifact messaging
- Bachelor’s Degree or MBA/master’s degree preferred
- Proficient understanding of Sales processes, tools, and infrastructure
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.
Why You'll Love Delta
- 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
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Recognition rewards and awards through the platform Unstoppable Together
- Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
- 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
