About Delta Tech Hub:
Delta Air Lines (NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good. Delta has fast emerged as a customer-oriented, innovation-led, technology-driven business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a global team to create memorable experiences for customers.
About the team / role overview:
Reservations is seeking a manager to lead a division-wide product support and analytics team. This manager will oversee the innovation and implementation of new technology solutions to drive operational and business efficiencies for our frontline specialists. In addition, this manager will support analytics and reporting efforts to better communicate the current state of the business and better identify opportunities for improvement. This opportunity is a leadership role reporting to the Reservations division based in Atlanta, GA; the manager will lead a hybrid team of product owners and data analysts with high-profile product deliveries. Responsibilities include reimagining, transitioning and maintaining technology products aligned with stakeholder priorities and dependencies, and executing seamless deployment with strong IT partnership. Additionally, the team will be migrating existing reporting to new formats and sources, developing new reporting and analytics capabilities, as well as assisting with ad hoc analytics requests.
KEY RESPONSIBILITIES:
- Manage and develop a team of Analysts and product owners with a mixture of commercial, analytical and technical skills
- Support executive decision making by performing ad-hoc analyses and coordinating alignment on technical solution across the commercial division
- Shift delivery from project-based execution to product-led, outcome-driven ways of working, enabling faster iteration, learning, and continuous improvement.
- Oversees the project team as the requirements are defined and the design identified; communicates the requirements, solution design, and identified risks to project sponsors for their awareness and approval
- Support the evolution of modernized contact center platforms, including AWS Connect telephony, IVR, Symphony, workforce optimization, specialist tools, and real-time service recovery solutions.
- Expand Messaging channels and ensure seamless integration across voice, chat, and digital engagement platforms.
- Identify and understand industry trends, latest call center technology and propose and execute solutions that drive industry leading call center solutions and technology
- Ability to query, organize and visualize data sets from various repositories (Data Warehouse, Data Lakehouse, AWS CloudWatch logs, etc.).
- Foundational understanding of the AWS technology stack, with an immediate focus on data flows and infrastructure connectivity.
WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)
- Bachelor’s degree in business, Economics, Finance or Technology
- 14+ Years of relevant work experience including 5+ Years of People Leadership experience.
- Experience with SAS, SQL and Python
- Experience with reporting visualization including Tableau and/or Power BI
- Experience in Technical Product ownership, Agile product development.
- Must be proficient in the corporate planning process and have excellent planning and organizational skills, strong verbal and written communication skills, facilitation and team-building experience
- Must be capable of working under pressure, managing multiple tasks simultaneously
- Embraces diverse people, thinking and styles
- Consistently makes safety and security, of self and others, the priority
- Experience in Team Leadership: Managed, mentored, coached and developed teams, fostering a collaborative and creative work environment
- Experience in Resource Allocation, Capacity Planning & Resource utilization
- Experience in Performance Management by providing regular performance feedback, recognizing achievements and addressing areas for improvement
- Must be performing satisfactorily in present position (if transferring internally)
Behavioral Competencies:
- Ability to champion a collaborative environment by empowering team members, demonstrating resilience, being inclusive, and building a culture of trust.
- Ability to build and sustain robust networks across internal and external stakeholders.
- Being a coach/mentor/advisor to drive continuous team development and growth.
- Use systemic thinking to drive business results and strategic decisions that enhance organizational outcomes.
- Ability to advocate for customer-focused innovations, model empathy in decision-making, inspiring others to approach problems from the customer’s perspective and decisions that reflect an uncompromising commitment to customer safety, fostering trust and loyalty.
WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS):
- AWS Contact Center Connect technical experience, specifically with Voice and MSG implementations
- Agile Product Management training and experience preferred
- Ability to effectively communicate and translate messaging for both technical and non-technical audiences and stakeholders
- Ability to identify specialist pain points and/or needs and develop product requirements to meet them
- Willingness to become the subject matter expert for your product and take ownership for its development and performance
- Ability to develop presentations that are coherent and have a consistent story
- Ability to effectively collaborate with others responsible for deliverables, including stakeholders from other departments
- Proficiency in MS PowerPoint and other MS applications highly preferred
