What are the responsibilities and job description for the Manager - Global Communications, Airport Customer Service (ACS) position at Delta Airlines?
HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)
Reporting to the General Manager – Global Communications, Airport Customer Service, the Manager – Global Communications, ACS, is responsible for executing the division’s strategic communications initiatives that inform, inspire and mobilize its people and care for our customers.
The successful individual knows how to build and execute compelling communications plans promoting business initiatives and engage the division’s 40,000 employees working above wing, below wing and in GSE, Cargo Operations and Global Clean. This person will use data, advanced communications tools, employee feedback and exceptional writing abilities to develop strong relationships with business leaders, serving as a communications partner. Their primary focus will include customer experience and service excellence, employee uniforms and business readiness. They will also own communications channels for the division. As part of the Global Communications team, you will partner with communications counterparts to ensure consistency of messaging across internal and external communications channels at Delta.
The Global Communications team is a driving force in Delta’s journey to be a world-class consumer experience brand. Whether we’re speaking to frontline team members or industry reporters and government stakeholders, our team works to build trust and affinity with employees, customers, shareholders, and the communities we serve. We’re looking for strategic, collaborative communicators who have a passion for storytelling and innovative tactics to capture the hearts and minds of our employees while protecting and bolstering our brand and reputation with stakeholders around the globe.
Mission
We advance Delta’s reputation as an enviable employer brand powering our transcendence to a beloved consumer experience brand and business worthy of continued premium investment. We build trust among employees, customers, shareholders, and the communities we serve, using strategic communications counsel across four core Delta pillars: Culture, Reputation, Brand, and Business.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
WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)
- Ability to work in office at G.O. three to four days per week (timing flexible)
- Ability to move seamlessly between big strategic thinking and tactical execution and juggle competing priorities
- Executive presence and ability to successfully maneuver within a large corporate environment.
- Ability to act as strategic counsel to senior leaders and foster constructive relationships with individuals at all levels
- Strong team orientation and relationship-building skills; predisposition to seek and integrate diverse viewpoints
- Focus on measurement and analysis to drive results and prioritize work among competing initiatives
- A natural, proven collaborator with expertise for connecting the dots across broader Global Communications team.
- Ability to successfully manage complex, fast-moving and unexpected communications challenges.
- Honesty, integrity, respectfulness, perseverance, and servant leadership – and the ability to foster these core Delta values and bring out the best in team members
- Excellent verbal and writing capabilities, storytelling expertise in multiple mediums
- Diplomacy, positivity, keen problem-solving, critical thinking, and the ability to receive and deliver constructive criticism
- Working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook is essential
- Travel and work done outside of regular business hours can be expected.
- Must have a bachelor's degree in communications, marketing, public relations or a related field (preferred) or equivalent relevant experience.
- Must have a minimum of 5-8 years of experience in communications, engagement, or related field.
- Must have established writing abilities, developed organization skills and dedication to teamwork.
- Must be curious, highly motivated, people oriented, reliable and a proven collaborator with expertise for connecting the dots in a widespread, fast-paced environment.
- Must be willing to work outside of normal business hours to support irregular operations, crisis response and on-call rotations.
- (If transferring internally) Must be performing satisfactorily in present position.
- 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.
WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS)
- Communications experience in the airline industry or operational environment with frontline audiences
- Demonstrated experience developing and maintaining constructive relationships with and supporting senior-level business leaders
- Proven writing expertise and the ability to effectively reflect a leader's individual voice while aligning it with corporate tone.
