What are the responsibilities and job description for the Manager, Servicing position at Delta Air Lines?
United States, Georgia, Atlanta
Enterprise Digital Strategy
11-Mar-2025
Ref #: 27690
How you'll help us Keep Climbing (overview & key responsibilities)
Enterprise Solutions Is Seeking a Manager To Lead And Deliver On Delta’s Retail Servicing Development Strategy. Delta’s Retail Strategy Is Centered Around Dynamically Manufacturing Flight And Ancillary Products And 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 Servicing Capabilities To Improve Customer Satisfaction, Choice, And Flexibility Which Will Drive Increased Revenue To Delta. The Team Is Responsible For:
The successful candidate will partner closely with Channel and other Commercial leaders to usher in a series of new order and servicing interactions between the front-end channels and backend systems that will allow Delta to get products into market quicker and bring greater flexibility to product offerings, delivery, and servicing.
Responsibilities:
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
11-Mar-2025
Ref #: 27690
How you'll help us Keep Climbing (overview & key responsibilities)
Enterprise Solutions Is Seeking a Manager To Lead And Deliver On Delta’s Retail Servicing Development Strategy. Delta’s Retail Strategy Is Centered Around Dynamically Manufacturing Flight And Ancillary Products And 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 Servicing Capabilities To Improve Customer Satisfaction, Choice, And Flexibility Which Will Drive Increased Revenue To Delta. The Team Is Responsible For:
- Allowing customers to change their travel plans seamlessly
- Calculating the value of products at any point in the travel ribbon
- Providing change & cancel eligibility based on product attributes as well as customer and trip context
- Executing change and cancel functions with a high degree of accuracy
The successful candidate will partner closely with Channel and other Commercial leaders to usher in a series of new order and servicing interactions between the front-end channels and backend systems that will allow Delta to get products into market quicker and bring greater flexibility to product offerings, delivery, and servicing.
Responsibilities:
- Lead and develop a team of highly skilled and motivated individuals
- Create and execute on Delta’s Retail servicing development roadmap
- Create flexible business rules engines to quickly adapt to changing policy or strategy
- Lead and collaborate with cross-functional teams to drive delivery of commercial initiatives
- Communicate development needs and progress clearly to technical and commercial leaders and teams
- Build, support, and document change and cancel architecture and how it should work in the new Order environment
- Support legacy product fulfilment systems (i.e. Ticketing, EMD , Order Management)
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.
- Minimum five years of airline or equivalent experience required
- Strong business knowledge and technical skills with an in-depth understanding of product management
- Capable of managing multiple projects with limited supervision in a fast-paced environment
- Focused on results and can prioritize competing interests with seemingly disparate goals
- Ability to define problems, identify trade-offs, develop solutions, and communicate in a timely, accurate and effective manner
- 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.
- BA/BS or advanced degree in a process or project management discipline such as Business Administration, Operations Research, Finance, or Engineering
- Working experience with Agile product management methodology
- PNR, Order, Booking and/or Ticketing knowledge is preferred
- Working knowledge of at least one Delta internal channel preferred (Axis, OmniPro, Delta.com, SNAPP)
- Knowledge of revenue management theory or airline systems/data preferred
- Experience in at least one commercial or operations function such as Reservations, Airport Customer Service, eCommerce, Revenue Management or Sales preferred
