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Delta Air Lines, Inc. Project Manager, Partner Support and Content PMO in ATLANTA, Georgia

Project Manager, Partner Support and Content PMO

United States, Georgia, Atlanta

Customer Experience Design

23-Jan-2023

Ref #: 19288

LinkedIn Tag: #LI-EAH

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

Join a new and rapidly growing team at Delta responsible for ushering in a new era of customer experience value. This highly strategic and visible team was formed in 2021 with the vision of creating a one-of-a-kind onboard travel journey by providing highly engaging products and experiences to our flyers. The team is looking to add a driven and talented team member to help bring this vision to life. This intellectually curious individual will quickly understand the long-term vision and will start adding value on day one by immediately recognizing needs and jumping in to solve. To be successful, this role will require a multi-functional utility player who does not hesitate to own an ambiguous workstream and has never said, “that’s not my job.”

The team has two primary responsibilities: (1) Creating and executing effective retailing strategies for some of Delta’s newest and most exciting partner brands, capturing significant value for Delta and (2) driving customer engagement into a wholly new customer-facing channel that will support a variety of customer needs, both Delta-related and beyond.

The Partner Support and Content PMO role is an integral part of team with broad responsibilities over our digital channel – most notably, this individual will ensure that hundreds of pieces of dynamic and personalized content are being produced, approved, consumed, and updated according to expectations. There will be a variety of stakeholders to engage with – both internally and externally – including marketing, design, product, and technical teams. As part of a growing and evolving team, this role may also expand to have additional responsibilities over various partner support functions, such as supporting partner activation events or contributing to the creative process of content ideation.

In the first 6 months, this person will:

  • Build: Work with various groups throughout the organization to build a content refresh strategy, align on all workflow dependencies, and create a clear timeline for all content related milestones.

  • Partner: Develop strong relationships with creative teams from external partners or 3rdparty agencies to ensure all material is executed and delivered on time.

  • Manage: Lead all content management processes through a highly organized and transparent workflow.

  • Improve: Identify ways to streamline complicated processes such as through the introduction of new technologies, improving feedback mechanisms, or removing unnecessary steps.

  • Impact: Drive real, quantifiable NPS and bottom-line contributions.

    This person can be described as:

  • Organized: Offers clear visibility into the current status of multiple projects, maintains accurate databases and document management practices, and is quick to untangle a mess.

  • Doer: Calculates risks, considers multiple paths, and quickly moves towards decisions without fear of failure or the need to over complicate things.

  • Priority Balancer: Effectively manages multiple competing priorities & perform well under time constraints.

  • Customer Obsessed: Unwaveringly operates with Delta’s customer’s experience as the north star guide.

  • Team Player: Shows genuine care and support for teammates – is happily willing to pick up slack from others but will also unreluctantly ask for help when needed.

What you need to succeed (minimum qualifications)

  • Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.

  • Demonstrates that privacy is a priority when handling personal data

  • Embraces a diverse set of people, thinking and styles

  • Consistently makes safety and security, of self and others, the priority

  • Bachelor's degree in business or equivalent work experience in a related field

  • Experience in creative design, PMO, marketing, content management

  • 5 plus years of relevant business experience

  • Proven ability to organize, prioritize, handle time constraints, and manage shifting priorities

  • Comfortable operating in ambiguous environments with limited direction

  • Excellent interpersonal, communication and relationship-building skills required, with an emphasis on seeking input and understanding concerns of other stakeholders

  • Strong quantitative, analytical, statistical, and conceptual thinking skills

  • Assertive and confident thinker with ability to push the envelope; action oriented and capable of helping to define strategic options, scenarios, and consequences

  • Positively resolves conflict and removes obstacles to change; creates an environment where established ways of thinking can be provocatively challenged and evolved

  • Strong performance record & exemplary performance in current position

What will give you a competitive edge (preferred qualifications)

  • Airline Experience

  • Bachelors degree

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

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