Program Manager, Omnichannel and Strategy

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

The Program Manager for Omnichannel & Employee Strategy plays a pivotal role in shaping the future of Delta’s enterprise products and experiences across omnichannel and employee domains. The role drives cross-functional alignment, defines vision and strategy, and helps bring future-state experiences to life.

Partnering with product teams, operations, and executive leaders, the Program Manager translates insights, market trends, and user needs into clear strategic direction, roadmaps, and high-impact initiatives that advance Delta’s enterprise capabilities. Through critical and systems thinking, human-centered design, and strong analytical acumen, the role influences decision-making and drives the evolution of Delta’s digital and operational ecosystems.

This position requires a strategic leader who can convert insights into clear direction. They will bring teams together across the enterprise to innovate the future of our work and services.

• Drive enterprise-wide, cross-functional collaboration by facilitating workshops and strategic forums that strengthen alignment, deepen shared understanding, and empower confident decision making.
• Strengthen enterprise operational excellence by investing in team development and focused upskilling efforts that accelerate delivery efficiency and amplify impact across the organization.
• Champion human-centered design, a growth mindset, and systems thinking to develop culture, behaviors, and experience outcomes across the enterprise.
• Influence senior leaders through compelling storytelling, data-backed insights, and executive-ready communication.
• Guide market & user research, competitive analysis, and experience evaluation—partnering with Customer Insights and Experience Development to surface opportunities, risks, and evolving user needs.
• Lead design thinking practices (e.g., journey mapping, service blueprinting, future-casting) to inform product strategy and define long-term enterprise experiences.
• Lead the development of product visions and strategies that enable cohesive, human-centered experiences, architectural simplification, accelerated delivery, and strong governance.
• Develop proposals that articulate value, return on investment, and balance near‑term delivery with continuous improvement and progress toward a long‑term strategic vision.

• 5 years of progressive experience in product management, strategy, experience design, or related roles, with growing scope and enterprise influence.
• Experience leading market and user research to uncover opportunities and customer needs.
• Highly proficient at connecting qualitative and quantitative insights, translating them into recommendations that support decision-making at senior levels.
• Expertise in developing customer journeys, service blueprints, and ecosystem-level artifacts to align teams and guide execution.
• Demonstrated success defining future‑state vision, strategic roadmaps, and phased delivery plans aligned to business priorities and organizational readiness.
• Exceptional relationship skills, with the ability to build trust‑based partnerships and influence without authority.
• Compelling communicator and facilitator, comfortable leading executive‑level discussions and translating complex ideas into actionable narratives.
• Lead with curiosity and a growth‑mindset; comfortable navigating ambiguity and spearheading work in fast‑paced, matrixed environments.
• A collaborative, inclusive working style grounded in human‑centered and systems‑thinking principles.
• 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.

• Strong technology acumen, with hands‑on experience applying AI to optimize processes and enhance user or employee experiences.
• Proven track record in developing enterprise‑scale products or leading high‑visibility,…