Program Manager, Omnichannel and Employee 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 guides the evolution of Delta’s digital and operational ecosystems.

Key Responsibilities

• 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 ways of working by supporting team development and upskilling efforts, leveraging facilitation practices that enhance collaboration and improve delivery efficiency
• 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.
• Apply 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 project proposals that articulate value, return on investment, balance near-term delivery, continuous improvement, and progress toward a long-term strategic vision.

What You Need To Succeed (Minimum Qualifications)

• 3–5 years of progressive experience in product management, strategy, experience design, or related roles, with growing scope and enterprise influence.
• Experience conducting market and user research to uncover opportunities and customer needs.
• Strong ability to connect qualitative and quantitative insights, translating them into recommendations that support decision-making at senior levels.
• Previous experience developing or utilizing 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.

What Will Give You a Competitive Edge (Preferred Qualifications)

• 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, company-wide strategic initiatives.
• Experience working within aviation or similarly complex, highly regulated industries.
• Certifications or applied experience in Design Thinking or facilitation practices.
• Demonstrated passion for supporting and elevating the growth of individuals and teams.

Benefits

And Perks To Help You Keep Climbing Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – every day, 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, vision, short/long term disability and life insurance benefits
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Domestic and International space-available flight privileges for employees and eligible family members
• Career development programs to achieve your long-term career goals
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Recognition rewards and awards through the platform Unstoppable Together
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare

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