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Product Manager, Reservations Technology
Full-time
Part of Delta's Reservations Experience Design, Technology, and Innovation team, redefining customer and employee experiences by setting new technology standards. This is an opportunity to help drive vision by bringing new corporate initiatives to life in Customer Engagement Centers.
Responsibilities
Responsible for end-to-end automation product management duties including understanding the business problem, identifying specialist needs, developing optimal solutions, and leading business readiness and change management processes.
Translate and communicate business needs and product development goals into clear requirements including features, user stories, and acceptance test criteria.
Coordinate automation product development and backlog with IT teams.
Manage cross-functional collaboration to align solutions with business needs and drive AI adoption and operational excellence.
Responsible for business ownership of ongoing product maintenance and related incident tracking and troubleshooting.
Ongoing field engagement to gather customer and specialists' feedback to drive continuous improvement.
Champion agile methodologies within the squad, promoting best practices and continuous improvement.
Requirements
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 proficiency in IT development processes including Agile, Scrum.
Experience mapping end-to-end customer and/or employee journeys to identify automation opportunities and friction points.
Proficiency in written and oral communications and able to produce concise, relevant, strategic documents and executive presentations.
Preferred Qualifications
Familiarity with AI-assisted automation (decisioning, NLP, intelligent routing, copilots).
Experience defining and tracking automation value metrics (e.g., hours saved, cost avoidance, error reduction).
Basic understanding of Microsoft PowerApps and/or Robotic Process Automation (RPA) ecosystem of tools.
