How you'll help us Keep Climbing (overview & key responsibilities)

Delta’s Digital Strategy team is seeking a Sr. Product Leader to join a new team that will improve Delta’s Virtual assistant and messaging platforms and help reduce customer contacts and increase self-service through world class chatbot and messaging experiences. As Natural Language processing and Large Language models continue to develop and grow, new experiences to better help serve customer needs in a text-based channels through self-service will continue to need to be defined, designed and built. This role will work to define the roadmap, strategy, and build and deliver on those new experiences using GenAI, NLP, and Conversational Design.

This individual will focus on various components of product development for multiple products including Virtual Assistant, Generative AI/LLM, Messaging, Apple Business Chat, Google RBM and RCS, WebChat and other messaging and chat platforms. The role will require stakeholder interactions with teams not only in Digital Strategy, but also with Reservations, ACS, Delta IT, Vendors, Enterprise Solutions, and other commercial teams in building and executing the strategy. The selected candidate will have strong technical and product knowledge, understanding of the organization, understanding of self-service and digital experiences, executive presence and presentation skills, communications skills for inputs into decisions while incorporating stakeholder input across multiple functions and managing a team and delivering on short-term and long-term corporate needs.

The function will report to Manager - Virtual Assistant and Messaging. This position is based in Atlanta, GA.

Primary Functions

• Contribute to the development and execution of the Virtual Assistant product roadmap and strategy, it will require enterprise stakeholder input and collaboration to work on the outcomes that are being delivered. Those outcomes will consider the customer experience, operational and technical requirements as well as business readiness needs to help customers solve their problems while reducing contacts into RES and ACS

• Work with cross-enterprise stakeholders and vendors to highlight open issues and risks; proactively problem solve, report on success metrics, and communicate decisions to best prepare the impacted business units for when updates are being made.

• Represent the Customer Communications domain (VA) work in the IT planning process (Portfolio and Quarterly Increment Planning), develop requirements and work with partners to manage delivery of functionality

• Must be able to prioritize multiple workstreams, work across multiple stakeholders with varying priorities and asks and be able to clearly explicate value and strategy based on KPIs and outcomes

• Work regularly with the IT teams to direct and explain the work necessary to deliver outcomes while attending all regular scrum rituals ( Standup, Planning, Retro)

What you need to succeed (minimum qualifications)

• 5+ years of relevant working experience in strategy, business intelligence, data analytics, product management, software delivery, scrum and/or with NLP chatbots and messaging platforms.

• Strong technical acumen: ability to explicate and understand APIs, JSON, SOA, complex system integrations, data models, and emerging technologies like LLMs and GEN AI

• Ability to take complex designs and technical specs and translate them to business requirements and explicate to an IT team and vice versa- Business Reqs to Tech reqs.

• Demonstrated leadership experience in developing strategy, managing complex processes and a proven record of delivering results working across various divisions with limited resources (commercial, operations, IT).

• Must be capable of managing multiple priorities and escalating conflicts in prioritization.

• Must have the ability to work well with diverse groups in a time sensitive and team environment with minimal supervision, be results oriented and capable of meeting or exceeding deadlines with attention to detail and follow through.

• Must be performing satisfactorily in present position.

• Demonstrates that privacy is a priority when handling personal data.

• Embraces a diverse set of people, thinking and styles.

• Consistently makes safety and security, of self and others, the priority

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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)

• BA/BS or advanced degree in discipline such as Computer Information Systems, Computer Science, Economics, Finance, Business, Mathematics, or Statistics.

• MBA/MA/MS preferred

• Experience in at least one commercial function in an airline environment such as Alliances, Digital, Distribution, Loyalty, Network Planning, Revenue Management or Sales

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.

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here