Job Description
Delta is building the next generation of AI-powered customer experiences. As the Manager of Product for Delta Concierge, you will lead a multidisciplinary team to design, build, and scale intelligent, contextual, and safe conversational experiences across Delta’s digital channels - helping customers navigate travel needs, resolve issues, and feel cared for at every step.
This role drives product strategy, delivery, and continuous improvement of Delta Concierge across channels (e.g., Fly Delta app, web, messaging), partnering with Product, Data Science, Engineering, Customer Care, and Operations to deliver measurable customer value and operational efficiency.
- How You'll Work
- Lead with empathy for customers and frontline teams; prioritize safety and clarity in every experience.
- Collaborate cross-functionally with Product, Engineering, Customer Care, Airports, and Operations Control Center to ensure airline-grade reliability.
- Promote data-informed decision-making; pair quantitative insights with qualitative research to continuously refine experiences.
- Uphold Delta’s operational excellence standards - design for resilience, fail-safe pathways, and transparent recovery during disruptions.
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