How youll help us Keep Climbing (overview & key responsibilities) We are seeking an innovative and experienced General Manager to lead a cross-functional product design team in developing cutting-edge tools that empower customer service agents to deliver exceptional service.The General Manager, Agent Experiences will oversee the design and development of the ecosystem of Delta’s agent-facing digital tools, tightly integrated with the Enterprise AI platform and data ecosystem. This role requires a strategic thinker with a deep understanding of user experience, product management, and team leadership. The ideal candidate will have a proven track record of driving product design initiatives from concept through delivery and measurement, ensuring alignment with business goals and customer needs.Responsibilities:Manage the product team and oversee cross-functional mission teams -- comprised of Product Managers and Owners, Designers, Researchers, Writers, Data Scientists, Engineers, and Quality -- fostering a collaborative and creative environment.Partner with Reservations and Airport Customer Service leaders to develop and execute a strategic vision for customer service tools, aligning with company objectives.Oversee the entire product design lifecycle, from ideation to prototyping, testing, and final implementation.Provide guidance and support to product managers and product owners in prioritizing features, managing backlogs, and making data-driven decisions.Collaborate with cross-functional teams, including engineering, data science, physical operations, and customer support, to ensure cohesive product development.Conduct research and gather user feedback to inform design decisions and improve product offerings.Ensure products meet high standards of usability, accessibility, and performance.Present strategy, concepts, and progress updates to senior leadership and stakeholders.Facilitate collaboration between digital product design, product owners, data scientists, business analysts, engineers and other departments to ensure seamless product development and delivery.Drive the integration of AI technologies into customer service tools to enhance agent productivity and customer satisfaction.Champion innovation within the product design team, encouraging creative solutions and continuous improvement.
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) 10+ years of experience in product development, with at least 5 years in a leadership role.Strong portfolio showcasing successful product design projects.Expertise in user-centered design principles and methodologies.Excellent communication, presentation, and interpersonal skills.Ability to think strategically and execute tactically.Strong analytical and problem-solving abilities.Experience with AI technologies and their application in product design.Proven track record of driving innovation in product development.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) Bachelors degree or equivalent experience in Service Design, Product Design, Human-Computer Interaction, Business or related field