What are the responsibilities and job description for the Manager, Document Management (Ticketing) position at Delta Air Lines?
United States, Georgia, Atlanta
Enterprise Digital Strategy
21-Mar-2025
Ref #: 27919
How you'll help us Keep Climbing (overview & key responsibilities)
Enterprise Solutions, a part of Delta's Enterprise Digital Strategy organization, is seeking a manager to lead and deliver the document (ticketing) strategy in support of Delta's Digital Retail journey. This journey is centered around dynamically offering the most relevant product to customers, in their channel of choice, and servicing those products when plans change. The team’s core objective is to deliver industry-leading digital capabilities to improve customer satisfaction, choice, and flexibility which will drive increased revenue to Delta. The Document Management team
The selected candidate will combine their ability to lead a team of product managers, intellectual curiosity, strong process orientation, customer-focused perspectives, and airline knowledge to drive the vision and development of Document Management. The successful candidate will partner closely across various departments to usher in new document interactions between the front-end channels (e.g. Digital, ACS, RES, etc.) and backend systems (Order, Payments, etc.) that will allow Delta to get products into market quicker and bring greater flexibility to product delivery and servicing.
Responsibilities
Benefits
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:
Enterprise Digital Strategy
21-Mar-2025
Ref #: 27919
How you'll help us Keep Climbing (overview & key responsibilities)
Enterprise Solutions, a part of Delta's Enterprise Digital Strategy organization, is seeking a manager to lead and deliver the document (ticketing) strategy in support of Delta's Digital Retail journey. This journey is centered around dynamically offering the most relevant product to customers, in their channel of choice, and servicing those products when plans change. The team’s core objective is to deliver industry-leading digital capabilities to improve customer satisfaction, choice, and flexibility which will drive increased revenue to Delta. The Document Management team
- Enables customers to buy travel & other services with Delta
- Facilitates customers’ ability to change their travel plans
- Maintains value of credits that customers can spend on Delta products
- Supports Delta’s ability to account for revenue upon completion of travel
The selected candidate will combine their ability to lead a team of product managers, intellectual curiosity, strong process orientation, customer-focused perspectives, and airline knowledge to drive the vision and development of Document Management. The successful candidate will partner closely across various departments to usher in new document interactions between the front-end channels (e.g. Digital, ACS, RES, etc.) and backend systems (Order, Payments, etc.) that will allow Delta to get products into market quicker and bring greater flexibility to product delivery and servicing.
Responsibilities
- Lead and coach a team of highly skilled and motivated Digital product managers
- Create and implement Delta’s Document Management roadmap
- Lead and collaborate with cross-functional teams to drive delivery of enterprise initiatives
- Communicate development needs and progress clearly to partners
- Build, support, and document ticketing architecture and capabilities
- Support core product fulfillment systems (i.e. Ticketing, EMD )
Benefits
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.
- 2-3 years of proven leadership experience
- Strong business knowledge and technical skills with an in-depth understanding of IT product management
- Minimum five years of airline or equivalent experience required
- Capable of running multiple projects with limited supervision in a fast-paced environment
- Passionate about results and able to prioritize conflicting interests with seemingly disparate goals
- Ability to define problems, identify trade-offs, develop solutions, and communicate in a timely, accurate and effective manner
- Embraces a diverse group of people, thinking, and styles
- Consistently makes safety and security of self and others the priority
- Must be performing satisfactorily in present position
- BA/BS or advanced degree in/or related to a project management field such as Business Administration, Operations Research, Finance, or Engineering
- Working experience with Agile product management methodology
- PNR, Offer/Order, Booking and/or Ticketing knowledge a plus
- Solid understanding of at least one Delta internal channel (Axis, OmniPro, Delta.com, Fly Delta App, SNAPP)
- Experience in at least one commercial or operations function such as Reservations, Airport Customer Service, eCommerce, Revenue Management or Sales
- Knowledge of revenue management theory or airline systems/data
