Product Manager – AI and Automation

Overview

Now is an exciting time to be part of Experience Design & Technology team in Delta’s Reservations and Care department as we redefine customer and employee experiences by setting new technology standards. Our team is looking for a product manager to drive the vision of AI and automation products as well as deliver better customer and employee experiences in our Customer Engagement Centers.

Summary of Responsibilities (not comprehensive):

• Strategically identify opportunities to increase customer and specialist satisfaction and build into executable product roadmap.
• Own the end-to-end delivery for AI products, defining OKRs, and using data to continuously optimize customer experience, specialist effectiveness, adoption, and business value.
• Proactively identify optimization opportunities across AI and automation products, collaborating with cross-functional stakeholders to prioritize, test, and implement improvements that enhance customer experience and operational efficiency.
• Develop business cases and ROI models to support investment decisions for AI and automation.
• Deliver high-impact executive communications to Reservations leadership to influence funding decisions for strategic initiatives.
• Manage cross-functional collaboration with frontline specialists, field leaders, and technical teams to drive AI adoption and operational excellence.
• Play an integral role in engagement, communication, change management, feedback loops, and overall leadership visibility across the system.
• Embraced diverse people, thinking, and styles.
• Develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and wellbeing.

• Experienced Product Owner with a strong track record of delivering impactful AI solutions
• Strategic thinking and creative problem-solving skills with ability to translate data into a logical and actionable story.
• Demonstrated initiative and ability to manage multiple priorities.
• Curious mindset, willing to ask “why” until root causes of use cases are identified.
• Proficiency in written and oral communications and able to produce concise, relevant documents and presentations.
• 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 Agile methodologies, Version One, Jira, or similar product management tools.
• Advanced proficiency using analytics and visualization tools to drive product decisions and communicate insights.
• Working knowledge of SQL, Excel, Power BI, Tableau, or similar analytical platforms.
• Experience defining and tracking product OKRs, KPIs, and value realization metrics.
• Experience with AI, machine learning, automation, or conversational AI products.
• Experience applying experimentation frameworks, hypothesis testing, and data-driven product optimization.

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – everyday, 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%
• New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31)
• In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period
• 10 paid holidays per calendar year
• Birthing parents are eligible for 12-weeks of paid maternity/parental leave
• Non-birthing parents are eligible for 2-weeks of paid parental leave
• Comprehensive health benefits including medical, dental,…