Delta Jobs

Optimization Leader, Ops Process and Analytics

United States, Georgia, Atlanta

Reservations & Cust. Care

30-Apr-2024

Ref #: 24592

How you'll help us Keep Climbing (overview & key responsibilities)

Now is an exciting time to be part of Delta's Reservations Customer Experience Design and Technology team as we redefine the customer and employee experiences by setting new technology standards. This is an opportunity to support and drive improvement for Delta’s customer and employee experience. We are seeking an Operations Analytics Lead to ensure continuous optimization of processes and technologies and to ensure that products and initiatives that are implemented (enterprise) are serviceable by Res and deliver upon customer and employee experience standards.

This role will lead and execute strategic and operational initiatives that contribute to optimizing the Contact Center Operations. This includes developing strategies, detailed plans and measurable outcomes, analysis and recommendations to optimize business processes, and quantifying and sharing requisite results through reporting and advanced analytics. This role will leverage an analytical mindset to discover existing processes that can be enhanced through automation and Artificial Intelligence

Summary of responsibilities (not comprehensive of all tasks): 

• Partnering across the Experience Design and Technology Team to establish and execute quantitative and qualitative standards, thresholds, and insights relative to the launch or evolution of products and experiences within Res and Customer Care

• Utilize feedback and data across the Res and Customer Care enterprise to impact the product roadmap, recommending features to enhance the customer experience

• Partners with other analysts, product owners, and leadership to recommend areas of process improvement that can be accomplished via Intelligent Automation, Artificial Intelligence, or other optimization opportunities

• Develops performance metrics, tracks usage patterns, identifies trends, and makes inferences on customers’ preferences, needs, and behaviors

• Collaborates with Customer and Employee Experience teams to establish and execute framework for product analytics ensuring products, experiences, and technologies are delivered as planned

• Defines and elicits reporting requirements from stakeholders translating them into deliverables

• Leverages applied analytics capabilities to embed predictive and prescriptive solutions into workflows and products

• Work cross-divisionally with our partners to identify opportunities and define solutions that leverage automation and AI methodologies

• Actively participate in developing strategies around which frameworks, technologies, and infrastructure that should be used in our proof-of-concepts and pilots for AI solutions

• Collecting data from various sources, such as databases and spreadsheets, organize and analyze this data, identifying trends, inconsistencies, and opportunities for improvement

• Communicate data findings through reports, dashboards and presentations to other analysts, Product Owners and Managers and Res senior leaders

• Quantifies operational savings and opportunities when making recommendations

• Maintains and establishes effective relationships and feedback loops between our customers, specialists, and cross-divisional Delta teams  

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – 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%.

• Paid time off including vacation, holidays, paid personal time, maternity and parental leave

• Comprehensive health benefits including medical, dental, vision, short/long term disability and life 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

What you need to succeed (minimum qualifications)

• Strategic thinking and creative problem-solving skills with ability to translate data into a logical and actionable story   and make recommendations

• Proficiency in written and oral communications and ability to produce concise, relevant, and strategic documents and executive presentations

• Proven track record of SQL or similar tool to retrieve and manipulate data and ability using business intelligence (BI) tools and software to create reports and data visualizations

• Knowledge of programming languages such as SAS, Python, R, and VBA

• 5+ years of relevant work experience  

• Must be performing satisfactorily in present position 

• Models Delta's Rules of the Road and core values 

• Practices safety-conscious behaviors in all operational processes and procedures 

• 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)

• Candidates for this position may have completion of a Bachelor's degree in Engineering, Operations Research/Management, Statistics, Data Analytics or Information Systems

• Certifications in Tableau and Power BI preferred

• Certified Business Analyst

• Experience or Certification in Business Process Analyst

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here