Delta Air Lines, Inc. Digital Product Manager in Atlanta, Georgia

We are seeking a Digital Product Manager who will be responsible for developing and successfully executing world-class customer experiences in all of the digital & direct channels.

The successful candidate will have a passion for building exceptional digital products that drive positive customer sentiment across delta.com and the Fly Delta Apps, while developing and executing against a product roadmap specific to the area of focus.

You must be a self-starter that is focused on improving digital experiences in order to achieve business goals. As the product manager, you will work with UX/Design, development and key business stakeholders to define and plan the launch of new features. You will also be responsible for the continuous optimization of Delta's digital products, while measuring and being accountable for the success of these initiatives against core customer satisfaction metrics.

Responsibilities:

Utilize market research, customer and agent feedback, web analytics data, and industry trends to understand customer needs, discovering competitive and functional gaps and identifying new opportunities to ultimately define a product roadmap

Managing, Researching, and Resolving Executive Inquiries

Manage the business coordination of the monthly digital releases, while drafting the communication of new projects, enhancements, and defect mitigation across all levels of the organization

Support the product development lifecycle for Direct Channel customer satisfaction by defining development requirements, manage the design process and deliverables with Delta's digital agency, triage bugs, lead User Acceptance Testing, and complete post-launch analysis

Work closely with our Product Managers, IT developers, UX designers, and cross-functional commercial and operational business teams to successfully drive, execute and deliver on initiatives

Communicate and coordinate with key stakeholders across the organization to share priorities, roadmap, and key learnings

Define success criteria & metrics of new products & perform post-implementation analysis and ongoing optimization

Integral attributes of a qualified candidate include: Results Orientated, Ability to Problem Solve, Business Maturity, Values Differences and Diverse Opinions

Practices safety-conscious behaviors in all operational processes and procedures

Qualifications:

  • A Bachelor's degree in Business or related equivalent experience required

  • Minimum of 3 years of work experience in Digital, Marketing, Reservations, or IT is required

  • Strong analytical and communication skills

  • Experience with providing insights / regular report generation

  • Experience building decks or presentations

  • Manages multiple assignments simultaneously and/or significant project

  • Requires limited supervisory oversight; self-starter

  • Expectation of Revenue/Process/CSAT improvement ideas

  • Able to take general requirements and develop execution plan to deliver projects

  • Complete mastery of analysis tools and ability to point out anomalies, have unique insights without direction

  • Provides training to new team members; serves as mentor to new team members

Knowledge of Delta Air Lines and/or the airline industry, travel landscape and consumer behavior

  • Proven track record of successfully working in a cross-departmental team environment and delivering results on time and on budget required

  • Prior work experience in Digital, Consulting, Network Planning & Scheduling, Operations, Reservations, or Revenue Management a plus

  • Understanding of web applications and website UI design preferred

  • Experience with Adobe Analytics (Omniture/Site Catalyst) and Adobe Experience Manager a plus

  • Strong leadership skills, written & oral communication skills, positive attitude, & able to manage change successfully in a fast-paced environment