How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
The Product Manager, Airport Customer Service will help provide Delta's 30,000+ Airport Customer Service frontline team with the necessary technology and tools to offer customers a warm, caring, and elevated travel experience. We are looking for a highly motivated and self-driven Product Manager to join our team to support the technology conceptualization and product delivery of best-in-class tools to serve our frontline teams effectively. As part of the Tools and Technology team, you will play a critical role in redefining customer and employee experiences by setting new technology standards for thousands of ACS employees. We are seeking a Product Manager to support product development and improvements from ideation, roadmapping to execution and adoption.
This role reports to the Resource Optimization Manager in ACS Tools & Technology, based at the General Office in Atlanta.
Primary Functions
- Requirements Definition: Gathering of business requirements from Strategy and operational stakeholders to translate into product features
- Prioritization and Roadmap Definition: Balancing ever-changing business priorities with a focused IT development plan
- Implementation: Partner with Strategy and Learning teams to oversee change management and the launch of new products or features
- Post-Launch Optimization: provide strong product support to ensure operational readiness and robustness
What You Need To Succeed (Minimum Qualifications)
- Must be an excellent communicator, able to liaise seamlessly between business & technical teams, working groups, frontline, and senior leaders
- Comfortable working in a fast-paced environment, handling multiple priorities with minimal oversight, and working effectively with cross-functional technical and business teams
- Translate product strategy and business needs into executable product roadmaps, functional requirements, and sequenced initiatives
- Contribute to full product support and lifecycle, including growth, optimization, and retirement phases in partnership with IT
- Partner with IT to ensure delivery as scoped and on-time
- Operationalize defined success metrics & monitor product performance against KPIs
- Maintain heavy communication with frontline and leader stakeholders for feature development, alignment on priorities, and continuous product support
- Must put safety first in all product design and implementation decisions
- Monitor adoption, reliability, and ROI
- Partner with Strategy and Experience teams to incorporate defined personas and journey insights into roadmap refinement
- Moderate Domestic US travel may be required
What Will Give You a Competitive Edge (Preferred Qualifications)
- Experience participating in cost estimates, impact analyses, and business case development
- Experience working in baggage or below wing operations
- Comfortable working with all levels of the organization, from frontline to senior leadership
- Experience with product launches and change management in an operation setting
- Familiarization with competitive markets/technologies and incorporating trends or best practices into roadmaps or prioritization decisions
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
