Delta Air Lines, Inc. Manager in Atlanta, Georgia

As Delta determines its path forward from a cross-channel perspective, a new omnichannel organization is being created to align organizational priorities with a cohesive strategy that accelerates Delta's direct-to-consumer to efforts. The Manager - omnichannel Service Strategy will lead efforts to reconcile service interactions across Delta's direct channels (Digital and Reservations) with a focus on measuring service effectiveness across direct touch points and driving plans for action in support of service optimization. This role will have one direct report and report to the General Manager - omnichannel Strategy and Globalization.

Primary Functions:

In partnership with Omnichannel planning and channels (Digital and Reservations) teams, develop comprehensive KPIs, plans, and roadmaps, and conduct comprehensive business reviews to track performance / progress on service metrics and initiatives.

Utilizing a segmentation lens, develop and maintain a roadmap that maximizes Delta's digital capabilities that reduces reliance Reservations for "everyday" service activities: e.g., Refunds, Changes, Same Day Confirm, Flight Status, Seat Changes / Information

Serve as business owner for Direct channels "value proposition" and advocate industry leading attributes and reasons to believe for consumers to book directly through direct channels

Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety & well-being


Bachelor's degree or equivalent work experience in process management, business or related field is preferred; Masters level degree preferred.

Excellent leadership skills with a minimum of one year of leadership and/or supervisory experience in an equivalent work environment are required.

Knowledge of Delta Air Lines and/or the airline industry, travel landscape and digital commerce/digital marketing.

Must be a creative and innovative problem solver.

Highly quantitative with executive presence and focus, requires regular interaction with senior leaders across the organization to drive strategy development and execution.

Entrepreneurial and financial results-oriented with demonstrated ability to get things done through others.

Must possess strong written and oral communication skills.

Must be performing satisfactorily in current position.