How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
At Delta Air Lines, we’re redefining how brands connect with customers through premium, high-impact personalized digital experiences. As our platform continues to scale, we’re looking for strong leaders who thrive in complex environments and take pride in delivering excellence at every stage of execution.
We are seeking an experienced, hands-on lead to own and expand our personalization and content operations ecosystem using Adobe Experience Manager (AEM) and Adobe Journey Optimizer (AJO), supported by Adobe Experience Platform (AEP). This role combines strategy, execution, and problem solving to build scalable content foundations, orchestrate personalized journeys, and deliver high-quality digital experiences. You will take primary ownership of content operations, documentation, and continuous improvement across seatback and connected customer experiences—requiring initiative, technical fluency, and strong cross-functional collaboration especially as AJO rolls out across digital channels. This will be a key enterprise role, ensuring success and best-in-class customer experiences are achieved in Delta’s seatback environment.
Responsibilities
- Lead AEM content management and publishing operations: Own hands-on content updates, component configuration, and end-to-end publishing workflows. Content scope includes both static content and creating a path to include media workflows. This role will execute the strategic vision of the retail and merchandising teams via AEM. This work will evolve in complexity as AJO comes on board, ensuring that the best offer and customer experience is orchestrated for each passenger by properly utilizing the data and tools at our disposal. This will also require coordination with IT and CX teams to ensure functionality and performance.
- Drive holistic testing and validation: Establish UAT and testing best practices for seatback in partnership with UAT team. Lead regular content UAT and validate that content and journey logic render correctly. Responsible for ensuring proper content setup validation at the on-site lab in partnership with the merchandising and studio teams.
- Lead program governance and operational excellence: Create and manage content forecast, workback plans, and delivery schedules. Provide documentation and record keeping for all UAT sessions and content deployments. Create and maintain documentation of content delivery processes and workflows including intake. Ensure dependent teams are informed of rollout plans and impacts.
- Spearhead Enterprise Coordination/Integration with onboard digital channels via AJO: Onboard AJO to our seatback environment and become a subject matter expert for AJO at Delta. Ensuring proper integration between seatback/WiFi channels, as well as consideration of other owned channels that adopt AJO (app, .com). Ensure that data sources and other tools are being utilized to their full extent in onboard channels.
- Continuing education on Tool Evolution/Needs based on evolving fleet: Ensure that Adobe’s enhancements in AJO are understood and harnessed as they become available. Will be a key stakeholder as fleet matures into next gen and content needs shift to new technologies and integrations.
What You Need To Succeed (Minimum Qualifications)
- Bachelor’s degree
- 5+ Experience in authoring content in personalization platforms like Adobe Experience Manager (AEM), Adobe Target, Adobe Journey Optimizer (AJO), Adobe Experience Platform (AEP), or similar like Optimizely or Sitecore
- Ability to document processes, track in-market content, forecast upcoming content changes and set deadlines to inform workback plans for the rest of the team.
- Ability to liaise with CX and IT to raise needs or improvements required for scale and efficiency.
- Experience leading UAT and validating customer experiences.
- Strong communication and ability to lead enterprise-scale programs, set clear expectations around tool capabilities
- Able to navigate evolving requirements and build structure where none exists.
- Help define, refine, and scale processes as the role and environment grow.
- Quickly identify issues and propose practical, sustainable solutions.
- Must be 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)
Benefits And Perks To Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – 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%
- New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31)
- In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period
- 10 paid holidays per calendar year
- Birthing parents are eligible for 12-weeks of paid maternity/parental leave
- Non-birthing parents are eligible for 2-weeks of paid parental leave
- Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance 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
