Job Description

United States, Georgia, Atlanta

Product Management

28-Mar-2021

Ref : 5586

How you'll help us Keep Climbing (overview & key responsibilities)

The Brand Experience WiFi Product Leader is responsible for managing Deltas InFlight UX strategy and multigeneration product roadmap working to ensure consistency across other Delta digital platforms such as InFlight Entertainment, Delta.com, Fly Delta App as well as competitiveness with OA. The Project Leader will translating Deltas core corporate strategy into actionable investments for the onboard Wi-Fi product to deliver a best in class connectivity experience and improve customer satisfaction as measured by Net Promoter Score (NPS) and Next Satisfaction (NSAT).

The Product Leader will oversee the execution of initiatives related to both customer-facing and back-end aspects of Deltas onboard WiFi and will foster strong relations with both internal and external stakeholders such as such as: Internet Service Providers, Deltas connectivity engineering teams, Digital .com and Fly Delta app teams, Technical Operations, Supply Chain Management and In-Flight Services. This will require assembling, leading, and influencing these cross-divisional work groups and external partners. As the advocate for the customer, a successful candidate must be comfortable drawing insights from customer data and research, developing business cases for customer enhancing fleet initiatives, and creating high-level communication and presentations for leadership. An understanding and passion for the customer onboard experience and driving innovation forward; both at Delta and throughout the industry is a must.

The Product Leader will be part of a high-performing and energetic team. This is a highly visible role, providing senior leadership exposure and connection to multiple teams across Delta. WiFi presents one of Delta's most significant opportunities to differentiate our brand and experience from competitors.

The Product Leader, WiFi position will be located in Atlanta, GA and report to the Manager, Onboard WiFi.

Primary Functions Include

* Developing and leading WiFi product enhancing initiatives with internal and external partners, which includes analyzing qualitative and quantitative data, creating business cases, driving execution, and overseeing implementation to ensure Deltas continued leadership position in the industry
* Defining and refining the vision and requirements for the customer experience
* Representing the customers point of view in various cross-functional working groups and committees
* Analyzing data and competitive information to inform decision making and reports to communicate recommendations and updates to leaders
* Infusing creativity and differentiating factors into the WiFi program to drive customer engagement and satisfaction
* Partnering with relevant stakeholders to resolve customer issues in timely manner

What you need to succeed (minimum qualifications)

* Bachelors degree or equivalent years of relevant work experience required
* Embrace diverse people, thinking and styles
* Consistently makes safety and security, of self and others, the priority
* Large-scale project management experience required with the ability to handle multiple projects simultaneously
* Ability to collaborate cross-functionally with strong interpersonal and partnership skills
* Demonstrated problem solving skills
* Proven strategic and creative thinking and passion for the customer
* Strong analytical, quantitative, leadership and communication skills both written and verbal (e.g., presentations, business cases) with the ability to influence and drive change at all levels of the organization
* Advanced knowledge of MS applications (Excel, Word, PowerPoint) required
* The ability to travel domestically and internationally
* 3+ years of airline experience preferred
* Must be performing satisfactorily in current position

What will give you a competitive edge (preferred qualifications)

* MBA preferred
* PMP certification is a plus