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 Grade 7 Customer Trip Product Owner to own the context building of trip details and steward the enterprise trip data repository. You will define how trip events, customer and flight attributes, and operational signals are captured at the lowest data level to create a trustworthy, real-time source of truth. This role also enables internal customers to onboard to the platform and partners closely with the Notifications Business Rules Engine to feed timely, accurate payloads for customer communications.
Scope & Impact
- Owns the trip context domain and the enterprise trip data repository—schemas, events, relationships, and governance.
- Influences Customer and Flight data product roadmaps to ensure essential context is modeled and maintained at the lowest data level.
- Enables internal customers (operations, care, digital, analytics) to onboard and build on the platform with reliable APIs and documentation.
- Feeds the Notifications Business Rules Engine with timely and accurate context to power correct template selection and payload construction.
Tools & Platforms
- Data: Event streaming, ETL/ELT pipelines, data catalog/lineage, schema registries, monitoring/alerting.
- Identity & Consent: Customer ID resolution, preference management, consent capture and enforcement.
- Notifications: Business Rules Engine, template services, push gateways, SMS aggregators, email providers.
- Delivery & Docs: Backlog/roadmap tools, API gateways, developer portals, documentation platforms.
Key Responsibilities
- Strategy & Roadmap
- Define a multi-quarter roadmap for trip context, repository capabilities, and platform enablement tied to measurable outcomes.
- Translate objectives into epics/features with clear acceptance criteria and dependencies across Customer and Flight data products.
- Prioritize based on customer impact, operational risk, compliance, and technical feasibility; manage trade-offs transparently.
- Trip Context Data Management
- Own canonical trip schemas, event definitions, and relationships across bookings, changes, disruptions, and resolutions.
- Set data quality SLAs and validation rules (freshness, completeness, accuracy, consistency); drive remediation for defects.
- Ensure context is modeled at the lowest level necessary to support eligibility, personalization, and compliance use cases.
- Partner with engineering on event-driven architectures and APIs; define contracts and versioning for backward compatibility.
- Platform Onboarding & Enablement
- Create onboarding guides, sample payloads, SDKs, and reference integrations for internal customers.
- Run intake, discovery, and readiness assessments; align on use cases, data needs, guardrails, and service levels.
- Establish support processes (runbooks, SLAs, office hours) and feedback loops to improve developer experience.
- Integration with Notifications Business Rules Engine
- Provide timely, accurate trip context to the rules engine for template eligibility, selection, and payload construction.
- Co-design suppression, sequencing, and failover logic informed by data quality, customer preferences, and operational realities.
- Maintain shared observability (dashboards, alerts) for event-to-send latency, payload correctness, and incident response.
- Architecture & Cross-Domain Integration
- Collaborate with Customer and Flight data product owners to influence schemas, identifiers, and lifecycle events.
- Integrate with identity resolution, consent/preference services, and eligibility engines to enable personalization and compliance.
- Plan cutovers, deprecations, and migration paths that reduce complexity and safeguard data lineage.
- Compliance, Risk & Controls
- Ensure adherence to privacy, security, and regulatory requirements (e.g., CAN-SPAM/TCPA for contactability, GDPR/CCPA for data rights).
- Steward consent, preferences, and retention policies in trip context; maintain audit trails and data governance artifacts.
- Define incident management runbooks and escalation paths for data issues impacting communications and operations.
- Stakeholder & Change Management
- Align cross-functional stakeholders (Ops, Care, Digital, Marketing, Legal, Security) on priorities and release plans.
- Lead enablement for new capabilities—training, documentation, and change communications for internal customers.
- Facilitate UAT and incorporate feedback to improve clarity, correctness, and developer experience.
- Delivery & Execution
- Maintain an outcomes-focused backlog; provide clear requirements, data contracts, and acceptance criteria.
- Plan iterative releases; measure impact with dashboards and adjust based on performance and stakeholder feedback.
- Focus on cross-functional collaboration over ceremony compliance; unblock dependencies proactively.
What You Need To Succeed (Minimum Qualifications)
- 5–7+ years in Product Ownership/Management with experience in data products or platforms.
- Deep familiarity with data modeling, event-driven architectures, and data quality/governance practices.
- Experience integrating with messaging/notification systems and consent/preference services.
- Strong analytical skills; ability to diagnose data issues and reason about lineage, timeliness, and correctness.
- Excellent communication and stakeholder management; able to align diverse teams on shared data contracts and outcomes.
- Working knowledge of privacy, security, and regulatory considerations for customer communications and data handling.
- 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 eligibility/personalization engines.
- Familiarity with experimentation (A/B testing), accessibility, localization, and resiliency patterns.
- Knowledge of cloud data ecosystems and observability tooling (logs, metrics, 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
