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

It’s an exciting time to be part of Delta's Reservations team as we redefine how and where we serve customers and set new standards for the experiences we create for customers as well as thousands of Reservations and Care employees. This opportunity supports Delta’s Reservations strategies by leading change and bringing improvement initiatives to life in our Customer Engagement Centers, including enterprise-wide efforts composed of multiple work-streams.

This role will be responsible for partnering with the various Delta RES teams and stakeholders across the enterprise, focusing on the implementation and adoption side of change for small to large scale initiatives. The successful candidate will have demonstrated the ability to assess small to large scale projects and develop change plans based on the need for change, driving successful project implementation/adaptation. The successful candidate will also have strong analytical, communication, and change management skills. You’ll create and deliver strategies and plans to help employees maximize the adoption of new programs by honing methods of effective and sustained interaction change. This includes developing and applying change management practices throughout the lifecycle of product development, from ideation to post implementation. This is a great opportunity for someone who’s looking to play a key role in implementing effective change across the division, ensuring new standards are met or exceeded in a timely manner.

Summary of responsibilities (not comprehensive of all tasks):

+ Partners with RES Product Owner(s), Strategy, Business Partner Leads, frontline teams, and external stakeholders to lead and implement effective change initiatives

+ Partners closely with the Learning and Communication teams

+ Pilot initiatives and develop implementation plans for systemwide changes, including new tools, processes, policies, and technology

+ Provide direct support and coaching to front-line teams through project implementations

+ Ongoing field engagement to gather customer and specialists’ feedback to drive continuous improvement

+ Prepares internal communications to include ad hoc reports, executive summaries, and formal presentations

+ Ability to use different media to deliver change management practices

+ Manages divisional and cross-divisional projects with significant scope, schedule, financial risk, and expectations

+ Maintain & establish effective relationships and feedback loops between leaders, functional stakeholders, and cross-divisional Delta teams

+ Some travel required

What you need to succeed (minimum qualifications)

+ 3 years equivalent work experience with demonstrated leadership experience or a bachelor’s degree

+ Strategic thinking and creative problem-solving skills with ability to translate project data and information into a logical and actionable story

+ Ability to influence without authority and work in a matrix environment

+ Proficiency in written and oral communications and able to produce concise, relevant, strategic documents and executive presentations

+ Possess excellent interpersonal skills, ability to build strong teams and work effectively with all levels of the organization. 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)

+ Change Management Certification such as PROSCI is highly preferred

+ Strong influencing skills to drive positive outcomes, strong written and verbal communication skills, and proven change management skills

+ Proficiency in MS Office Suite (Power Point, Excel, etc.) highly preferred

+ Project Management Professional (PMP) certification or experience managing tasks in accordance with Project Management Institute (PMI) standards is desired

+ Must demonstrate initiative and self-direct work with an ability to manage multiple priorities under aggressive deadlines

+ Strong influencing skills to drive positive outcomes, strong written and verbal communication skills, and proven change management skills

+ Ability to demonstrate a general understanding of the customer experience across the entire travel ribbon a plus

+ MBA preferred but not required

Benefits and Perks to Help You Keep Climbing

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