Delta Air Lines — Atlanta, Georgia, United States
Marketing & Product, Brand Experience is seeking a highly organized, customer-focused, and execution-oriented Product Leader to own the successful delivery and continuous evolution of Delta's onboard snack and retail experience. This role serves as the operational owner for a portfolio of onboard food and beverage programs, partnering closely with Catering, In-Flight Service, Airport Customer Service, Digital, Marketing, Communications, and other cross-functional teams to bring new products and experiences to life. From introducing new snack and food-for-purchase offerings to enhancing catering execution, frontline readiness, and customer engagement, this individual will play a pivotal role in shaping highly visible experiences enjoyed by millions of Delta customers annually.
The ideal candidate thrives in a fast-paced environment, enjoys solving complex operational challenges, and is energized by turning innovative ideas into seamless customer experiences. This role offers broad exposure across Delta's customer experience ecosystem and provides the opportunity to influence highly visible products and programs that customers encounter on thousands of flights every day.
SUMMARY OF RESPONSIBILITIES • Onboard Product Planning & Execution • Own the planning, execution, and ongoing performance of onboard snack, retail, and customer experience initiatives from concept through launch and beyond. • Lead cross-functional teams and external partners to ensure operational readiness and successful delivery across Catering, In-Flight Service, Airport Customer Service, and customer-facing channels. • Develop and manage project plans, milestones, risks, dependencies, and stakeholder communications to drive initiatives forward and deliver measurable results. • Proactively identify opportunities, address barriers, and develop innovative solutions that improve the onboard customer experience and drive business results. • Partner with leadership to shape priorities, influence decisions, and gain exposure to enterprise initiatives, creating opportunities for continued growth and expanded responsibility.
Catering & Operational Performance • Partner across the enterprise to identify operational opportunities, monitor performance, and drive execution consistency for onboard snack and retail products • Analyze operational feedback, customer insights, and field observations to identify trends, uncover root causes, and implement sustainable improvements • Drive continuous improvement initiatives that enhance operational reliability, customer satisfaction, and frontline usability • Lead in flight testing, results analysis & recommended actions, and articulate through executive summaries to help drive buy-in, and enable successful change management • Help ensure onboard products are delivered efficiently, consistently, and in alignment with the intended customer experience
Flight Attendant & Field Engagement • Partner with EIG, In-Flight Service, and other internal stakeholders to develop and execute communication, training, and engagement strategies related to onboard programs • Gather, analyze, and translate frontline employee feedback into actionable recommendations and program enhancements • Champion the flight attendant experience by helping ensure frontline teams have the tools, information, and support needed to confidently deliver Delta's onboard snack and retail offerings. This includes collaboration with the DCIS team on product listings set up in Sales App, and on leveraging app enhancements to optimize FA (and customer) experience. • Serve as a key liaison between frontline employees and cross-functional business partners to identify and address operational challenges
Customer Awareness & Experience • Lead the development and execution of customer-facing menus across print and digital platforms • Partner with Digital, Marketing, and Communications teams to ensure customers are informed and engaged with Delta's onboard snack and retail offerings • Identify opportunities to improve customer awareness, engagement, and satisfaction through enhancements to onboard communications and experience design • Support the introduction of new products and experiences through coordinated customer-facing communication strategies
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