How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
Delta Air Lines is seeking a strategic and data-driven Senior Manager, Performance Listening & Intelligence to lead our social listening, sentiment intelligence, and emerging trend monitoring capabilities. This role serves as a critical connection between customer and market signals, business insights, and enterprise decision-making.
The successful candidate will oversee a team responsible for monitoring conversations across social media platforms and emerging AI ecosystems to identify trends, opportunities, risks, and shifts in customer sentiment. Working closely with Commercial, Marketing, Global Communications, Brand, Partnerships, and other cross-functional stakeholders, this leader will translate complex data into actionable recommendations that help shape Delta's brand, communications, and business strategies.
This is a highly visible role that requires strong consumer insights thinking, executive-level communication skills, and the ability to influence strategic decisions across the organization.
Responsibilities
- Lead Delta's social listening and intelligence program, monitoring conversations and trends across key platforms, including X, Reddit, Instagram, TikTok, Facebook, YouTube, and emerging AI channels.
- Identify and analyze sentiment trends, audience behavior shifts, and emerging narratives that may impact Delta's brand, customer experience, reputation, or business performance.
- Connect large volumes of listening, performance, and market intelligence data into clear, actionable insights and executive-ready recommendations.
- Partner closely with Commercial, Marketing, Brand, Sponsorships, Partnerships, and Global Communications teams to ensure customer and market insights inform business decisions and campaign planning.
- Lead, coach, and develop a high-performing team responsible for listening, monitoring, and intelligence reporting.
- Establish and refine frameworks, KPIs, and decision-making processes related to sentiment monitoring and business response strategies.
- Evaluate how Delta's content and online presence are represented across AI-powered platforms and large language models, helping inform strategies that support accurate and positive brand representation.
- Collaborate with analytics, measurement, and technology teams to improve listening methodologies, tools, and reporting capabilities.
- Provide guidance and recommendations to senior leaders during rapidly evolving situations and reputation-related events.
What You Need To Succeed (Minimum Qualifications)
- 7+ years of experience in social media, digital marketing, communications, audience intelligence, consumer insights, or a related field.
- Experience leading and developing teams in a fast-paced environment.
- Demonstrated understanding of generative AI, large language models (LLMs), and emerging AI-driven discovery platforms, including how content and public sentiment across digital channels influence AI-generated outputs, brand perception, and customer decision-making.
- Strong expertise in social listening, sentiment analysis, digital analytics, and trend identification.
- Demonstrated ability to synthesize complex information into actionable business recommendations for executive audiences.
- Exceptional written, verbal, and presentation skills.
- Proven ability to build relationships and influence stakeholders across multiple functions and organizational levels.
- Experience managing multiple priorities and making sound recommendations in rapidly changing environments.
- Strong analytical, critical thinking, and problem-solving skills.
- 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 within the airline, travel, hospitality, or consumer-facing industries.
- Experience working with enterprise social listening platforms and AI-enabled analytics tools.
- Experience supporting reputation management, crisis communications, or high-visibility brand environments.
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
