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3 months ago
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Product Manager - Digital & Direct Channels


Delta Air Lines
Location: Atlanta
Job type: Permanent
Sector: Business & Administration
Category: Senior Manager
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We are seeking a Digital Product Manager who will be responsible for the Live Chat customer experience. The role will be responsible for developing and successfully executing against the product roadmap across all of the digital & direct channels.

The successful candidate will have a passion for building exceptional user experiences that drive positive customer sentiment within all of the digital platforms. The core of the role is to meet customer engagement needs while improving satisfaction on delta.com, the mobile experiences including the Fly Delta apps, the Reservations agent facing tools and emerging platforms. You must be a self-starter focused on improving digital experiences to achieve business goals. As the product manager, you will work with UX/Design, development and key business stakeholders to define and plan the launch of new features. You will be responsible for continuous optimization of Delta's products and measuring the success of initiatives in terms of revenue, customer and agent satisfaction and reduce call handle time.

Responsibilities:
Utilize market research, customer and agent feedback, web analytics data, and industry trends to understand customer needs, discovering competitive and functional gaps and identifying new opportunities to ultimately define a product roadmap

Managing, Researching, and Resolving Executive Inquiries

Manage the business coordination of the monthly digital releases, while drafting the communication of new projects, enhancements, and defect mitigation across all levels of the organization

Support the product development lifecycle for Direct Channel customer satisfaction by defining development requirements, manage the design process and deliverables with Delta's digital agency, triage bugs, lead User Acceptance Testing, and complete post-launch analysis

Work closely with our Product Managers, IT developers, UX designers, and cross-functional commercial and operational business teams to successfully drive, execute and deliver on initiatives

Communicate and coordinate with key stakeholders across the organization to share priorities, roadmap, and key learnings

Define success criteria & metrics of new products & perform post-implementation analysis and ongoing optimization

Integral attributes of a qualified candidate include: Results Orientated, Ability to Problem Solve, Business Maturity, Values Differences and Diverse Opinions

Job Qualifications
* Bachelor's degree in Business - or related equivalent experience- and a minimum of 3 years of work experience is required

* Strong analytical and communication skills

* Experience with providing insights / regular report generation

* Experience building decks or presentations

* Manages multiple assignments simultaneously and/or significant project

* Requires limited supervisory oversight; self-starter

* Expectation of Revenue/Process/CSAT improvement ideas

* Able to take general requirements and develop execution plan to deliver projects

* Complete mastery of analysis tools and ability to point out anomalies, have unique insights without direction

* Provides training to new team members; serves as mentor to new team members
Knowledge of Delta Air Lines and/or the airline industry, travel landscape and consumer behavior

* Proven track record of successfully working in a cross-departmental team environment and delivering results on time and on budget

* Prior work experience in Digital, Consulting, Network Planning & Scheduling, Operations, Reservations, or Revenue Management a plus

* Understanding of web applications and website UI design preferred

* Experience with Adobe Analytics (Omniture/Site Catalyst) and Adobe Experience Manager a plus

* Strong leadership skills, written & oral communication skills, positive attitude, & able to manage change successfully in a fast-paced environment
We are seeking a Digital Product Manager who will be responsible for the Live Chat customer experience. The role will be responsible for developing and successfully executing against the product roadmap across all of the digital & direct channels.

The successful candidate will have a passion for building exceptional user experiences that drive positive customer sentiment within all of the digital platforms. The core of the role is to meet customer engagement needs while improving satisfaction on delta.com, the mobile experiences including the Fly Delta apps, the Reservations agent facing tools and emerging platforms. You must be a self-starter focused on improving digital experiences to achieve business goals. As the product manager, you will work with UX/Design, development and key business stakeholders to define and plan the launch of new features. You will be responsible for continuous optimization of Delta's products and measuring the success of initiatives in terms of revenue, customer and agent satisfaction and reduce call handle time.

Responsibilities:
Utilize market research, customer and agent feedback, web analytics data, and industry trends to understand customer needs, discovering competitive and functional gaps and identifying new opportunities to ultimately define a product roadmap

Managing, Researching, and Resolving Executive Inquiries

Manage the business coordination of the monthly digital releases, while drafting the communication of new projects, enhancements, and defect mitigation across all levels of the organization

Support the product development lifecycle for Direct Channel customer satisfaction by defining development requirements, manage the design process and deliverables with Delta's digital agency, triage bugs, lead User Acceptance Testing, and complete post-launch analysis

Work closely with our Product Managers, IT developers, UX designers, and cross-functional commercial and operational business teams to successfully drive, execute and deliver on initiatives

Communicate and coordinate with key stakeholders across the organization to share priorities, roadmap, and key learnings

Define success criteria & metrics of new products & perform post-implementation analysis and ongoing optimization

Integral attributes of a qualified candidate include: Results Orientated, Ability to Problem Solve, Business Maturity, Values Differences and Diverse Opinions

Job Qualifications
* Bachelor's degree in Business - or related equivalent experience- and a minimum of 3 years of work experience is required

* Strong analytical and communication skills

* Experience with providing insights / regular report generation

* Experience building decks or presentations

* Manages multiple assignments simultaneously and/or significant project

* Requires limited supervisory oversight; self-starter

* Expectation of Revenue/Process/CSAT improvement ideas

* Able to take general requirements and develop execution plan to deliver projects

* Complete mastery of analysis tools and ability to point out anomalies, have unique insights without direction

* Provides training to new team members; serves as mentor to new team members
Knowledge of Delta Air Lines and/or the airline industry, travel landscape and consumer behavior

* Proven track record of successfully working in a cross-departmental team environment and delivering results on time and on budget

* Prior work experience in Digital, Consulting, Network Planning & Scheduling, Operations, Reservations, or Revenue Management a plus

* Understanding of web applications and website UI design preferred

* Experience with Adobe Analytics (Omniture/Site Catalyst) and Adobe Experience Manager a plus

* Strong leadership skills, written & oral communication skills, positive attitude, & able to manage change successfully in a fast-paced environment

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