Specialist, Reservations Forecasting and Insights

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

The Reservations Forecasting & Insights team is responsible for predicting how and when customers will contact Delta, and for analyzing the reasons behind those interactions. Our forecasts and customer intent insights are critical for staffing decisions, long‑term planning, and guiding enterprise‑wide strategic priorities. We work closely with multiple teams within Reservations and support analyses across the broader organization.

Our team is seeking a high‑performing individual for the role of Specialist – Forecasting & Insights. This person will contribute to the development and maintenance of demand forecasts, dashboards, and reports to communicate expected and actual performance across various metrics including volume, handling efficiency, wait times and customer satisfaction. This individual will also help support our customer intent reporting, including developing new automated datasets, reports, and dashboards that help uncover root causes of customer contacts.

• Provide support for our demand forecasting processes through analyzing current & historic trends to inform future expectations and identifying & implementing process improvements.
• Support reporting processes for intent‑level performance to include defining metrics and developing reports with clear takeaways for leaders and stakeholders.
• Create dashboards to support self‑service needs for Reservations leadership and other teams within the department and enterprise.
• Analyze data, develop recommendations, and communicate in an executive presentation format.
• Ensure data integrity and consistency across suite of dashboards used by leaders and various stakeholders.

• Candidates for this position may have a Bachelor's degree or related experience in business, economics, technology, engineering or related field required.
• Minimum of 4 years of relevant work experience in strategic planning, reporting or analytics positions.
• Demonstrated proficiency with SAS/SQL or similar software products, Tableau or Power BI dashboard development, and MS Office products (Excel, PowerPoint, etc.).
• Ability to write complex queries, join data from multiple sources, and work with large, messy datasets to produce high‑fidelity insights.
• Proven ability to work collaboratively in a team environment, fostering strong relationships and effectively communicating with colleagues to achieve shared goals.
• Strategic thinking and creative problem‑solving skills with ability to translate data into a logical and actionable story.
• Proficiency in written and oral communications and able to produce concise, relevant documents and executive presentations.
• Demonstrates initiative and self‑directs work with ability to manage multiple priorities.
• Must be performing satisfactorily in present position.
• 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.

• Experience with airline revenue/ticketing data, or operations (call center or other) performance metrics and reporting.
• Experience with forecasting processes and tools.
• Master’s Degree in Data Science or similar analytic field OR equivalent work experience.

• 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…