Senior Manager, Service Design

The Senior Manager, Service Design is responsible for leading enterprise level service and product design initiatives that transform Delta’s operational ecosystem to reduce the impact of disruptions on customers and employees. This role applies human centered design, systems thinking, and product strategy to complex, cross divisional challenges and operates with significant autonomy and decision influence.

• Apply human centered design and systems thinking to diagnose and address systemic issues across people, process, policy, technology, and data
• Drive strategic efforts focused on operational transformation that reduces downstream disruption impacts and increase efficiency
• Lead, mentor, and develop service designers; contribute to the growth and maturity of enterprise design practices
• Develop current and future state service blueprints, journey maps, and ecosystem models that connect customer and employee experiences to upstream operational drivers
• Influence senior leaders through structured executive storytelling grounded in human insight, operational data, and business context
• Partner with Operations & Tech leaders to ensure solutions are feasible, scalable, and aligned with safety, regulatory, technical, and operational requirements

• Bachelor’s degree in Design, Human Computer Interaction, Systems Design, Business, or related field.
• 8+ years of experience in service design, design strategy, product strategy, UX, or systems design, including 3+ years of people leadership responsibility.
• Demonstrated expertise in human centered design and systems thinking applied to complex environments.
• Strong experience with service blueprinting, journey mapping, and ecosystem modeling.
• Proven ability to influence senior leaders and drive cross divisional alignment.
• Experience working closely with UX, research, product, and technology teams.
• Strong technical aptitude and comfort working with enterprise systems.
• Experience using operational and business metrics to guide strategy and measure success.

• Skilled in strategic use of AI solutions to improve product outcomes and speed to value.
• Experience leading work & guiding teams through transformational change.
• Possess a strong understanding of enterprise operational models, technical architecture, and digital systems.
• Experience in aviation or a related field like logistics or call center management

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – 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%
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life 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