Manager - Reservations

How You'll Help Us Keep Climbing (Overview & Key Responsibilities)

About The Team /role Overview

Reservations is seeking a manager to lead a division-wide product support and analytics team. This manager will oversee the innovation and implementation of new technology solutions to drive operational and business efficiencies for our frontline specialists. In addition, this manager will support analytics and reporting efforts to better communicate the current state of the business and better identify opportunities for improvement. This opportunity is a leadership role reporting to the Reservations division based in Atlanta, GA; the manager will lead a hybrid team of product owners and data analysts with high-profile product deliveries. Responsibilities include reimagining, transitioning and maintaining technology products aligned with stakeholder priorities and dependencies, and executing seamless deployment with strong IT partnership. Additionally, the team will be migrating existing reporting to new formats and sources, developing new reporting and analytics capabilities, as well as assisting with ad hoc analytics requests.

Key Responsibilities

• Manage and develop a team of Analysts and product owners with a mixture of commercial, analytical and technical skills
• Support executive decision making by performing ad-hoc analyses and coordinating alignment on technical solution across the commercial division
• Shift delivery from project-based execution to product-led, outcome-driven ways of working, enabling faster iteration, learning, and continuous improvement.
• Oversees the project team as the requirements are defined and the design identified; communicates the requirements, solution design, and identified risks to project sponsors for their awareness and approval
• Support the evolution of modernized contact center platforms, including AWS Connect telephony, IVR, Symphony, workforce optimization, specialist tools, and real-time service recovery solutions.
• Expand Messaging channels and ensure seamless integration across voice, chat, and digital engagement platforms.
• Identify and understand industry trends, latest call center technology and propose and execute solutions that drive industry leading call center solutions and technology
• Ability to query, organize and visualize data sets from various repositories (Data Warehouse, Data Lakehouse, AWS CloudWatch logs, etc.).
• Foundational understanding of the AWS technology stack, with an immediate focus on data flows and infrastructure connectivity.
  
  

What You Need To Succeed (Minimum Qualifications)

• Bachelor's degree in business, Economics, Finance or Technology or 5 plus years of relevant experience. MBA or equivalent leadership experience is preferred
• 14+ Years relevant work experience with 7+ years of proven experience in product management, preferably within the Airline industry
• Strong understanding of the Software Development Life Cycle (SDLC) and experience working in an Agile environment.
• Excellent stakeholder management and cross-functional leadership abilities. Ability to curate and share data-driven storytelling on the value and impact of Products to various senior leader stakeholders.
• Create buy-in using data-driven decision-making and strong analytical skill
• Experience in Product Backlog, Sprint planning, Product Roadmap & defining agile requirements (Epics, features & user stories)
• Actively participate in all squad ceremonies, including Daily stand-up, sprint planning, backlog refinement, and retrospectives.
• Must be proficient in the corporate planning process and have excellent planning and organizational skills, strong verbal and written communication skills, facilitation and team-building experience
• Experience in Team Leadership: Managed, mentored, coached and developed teams, fostering a collaborative and creative work environment
• Experience in Resource Allocation, Capacity Planning & Resource utilization
• Experience in Performance Management by providing regular performance feedback, recognizing achievements and addressing areas for improvement
• Must be capable of working under pressure, managing multiple tasks simultaneously
• Embraces diverse people, thinking and styles
• Consistently makes safety and security, of self and others, the priority
• Must be performing satisfactorily in present position (if transferring internally)
  
  

Behavioral Competencies

• Ability to champion a collaborative environment by empowering team members, demonstrating resilience, being inclusive, and building a culture of trust.
• Ability to build and sustain robust networks across internal and external stakeholders.
• Being a coach/mentor/advisor to drive continuous team development and growth.
• Use systemic thinking to drive business results and strategic decisions that enhance organizational outcomes.
• Ability to advocate for customer-focused innovations, model empathy in decision-making, inspiring others to approach problems from the customer's perspective and decisions that reflect an uncompromising commitment to customer safety, fostering trust and loyalty.
  
  

What Will Give You a Competitive Edge (Preferred Qualifications)

• AWS Contact Center Connect technical experience, specifically with Voice and MSG implementations
• Proficiency in MS PowerPoint and other MS applications highly preferred
• Experience with SAS, SQL and Python
• Experience with reporting visualization including Tableau and/or PowerBI
• Ability to effectively communicate and translate messaging for both technical and non-technical audiences and stakeholders
• Ability to identify specialist pain points and/or needs and develop product requirements to meet them
• Willingness to become the subject matter expert for your product and take ownership for its development and performance
• Ability to develop presentations that are coherent and have a consistent story
• Ability to effectively collaborate with others responsible for deliverables, including stakeholders from other departments
  
  

About The Company

What started as a humble, little aerial crop-dusting operation called Huff Daland Dusters in 1924 has now grown into the U.S. global airline leader in safety, innovation, reliability, and customer experience. Headquartered in Atlanta, Georgia, Delta Air Lines is known for its operational excellence and award-winning customer service.

Powered by our employees worldwide, Delta has led the airline industry in operational excellence for a decade while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good.

In 2026, Delta Air Lines continued to earn global recognition for its performance, culture and operational excellence. Delta was named to Glassdoor's 2026 Top 100 Best Places to Work list for the ninth time, standing as the only airline recognized. Delta also secured the 11th spot on Fortune's World's Most Admired Companies list, marking its 13th consecutive year earning this distinction. Delta was also recognized by Cirium as the top on-time airline in North America for the fifth consecutive year, underscoring its unwavering commitment to reliability and customer experience.

About The Delta Technology Hub (DTH), Bangalore

The DTH is one of Delta Air Lines investments in world-class business capabilities and technology aimed at transforming how Delta Air Lines operates and provides world-class travel experiences to its customers through innovation and cutting-edge methodologies. By continuously reimagining processes and driving technology-led transformation, the Delta Technology Hub plays a pivotal role in Scripting The Future Of Aviation. The organization is certified by the Great Place to Work Institute (India). The Delta Technology Hub was a finalist for the iVolunteer Awards 2024/2025 in the Leader in Employee Volunteering category. This nomination highlights our remarkable volunteering initiatives and the outstanding practices we implement to encourage and support our employee volunteering program.

For more information, please visit www.deltatechhub.com

Why join

• Technology is a key enabler of the differentiated services that Delta provides. At the DTH, you get the opportunity to work on projects with a significant impact on business outcomes and customer experience.
• Deepen your knowledge by taking part in multifaceted learning and development programs –exposure to extensive internal and partner repositories, institutional affiliations, and industry SIG (Special Interest Groups) partnerships.
• Immerse yourself in an employee-centric culture.
• Develop deep and broad business acumen on airline operations while retaining focus on cutting-edge technology driven solutions.
• Avail a full range of benefits that support you and your family: Medical Insurance, Transportation to and from the DTH office, Complementary Cafeteria Meals, Special Travel opportunities and Travel Privileges, Car Lease Program, Paid time off, Parental Benefits and National Pension Scheme.