What are the responsibilities and job description for the Manager, Product- Delta Concierge position at Delta Air Lines and Careers?
UNITED STATES, GEORGIA, ATLANTA
ENTERPRISE DIGITAL STRATEGY
23-FEB-2026
REF #: 31482
HOW YOU'LL HELP US KEEP CLIMBING (OVERVIEW & KEY RESPONSIBILITIES)
Delta is building the next generation of AI-powered customer experiences. As the Manager of Product for Delta Concierge, you will lead a multidisciplinary team to design, build, and scale intelligent, contextual, and safe conversational experiences across Delta’s digital channels - helping customers navigate travel needs, resolve issues, and feel cared for at every step.
This role drives product strategy, delivery, and continuous improvement of Delta Concierge across channels (e.g., Fly Delta app, web, messaging), partnering with Product, Data Science, Engineering, Customer Care, and Operations to deliver measurable customer value and operational efficiency.
How You'll Work
- Lead with empathy for customers and frontline teams; prioritize safety and clarity in every experience.
- Collaborate cross-functionally with Product, Engineering, Customer Care, Airports, and Operations Control Center to ensure airline-grade reliability.
- Promote data-informed decision-making; pair quantitative insights with qualitative research to continuously refine experiences.
- Uphold Delta’s operational excellence standards - design for resilience, fail-safe pathways, and transparent recovery during disruptions.
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
WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)
- 5–10 years in digital product management, AI/ML, or customer experience technology, with 3 years managing teams delivering production-grade conversational experiences.
- Experience in agile delivery (Scrum/Kanban), backlog management, and stakeholder alignment across product, engineering, and operations.
- Demonstrated track record of driving measurable outcomes (CSAT, containment, resolution rate, cost-to-serve reduction).
- Excellent communication skills; able to translate technical concepts and customer insights into clear strategies and leadership updates.
- Commitment to Delta’s values: Safety, Care, Integrity, Resilience, and Continuous Improvement.
- 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)
- Knowledge of Responsible AI frameworks (safety guardrails, bias mitigation, human-in-the-loop review).
- Proven Design Thinking experience and a track record of coaching and mentoring teams, with a growth mindset and willingness to learn and adapt
- Experience with agentic and generative AI as well as conversation design tooling (e.g., intent taxonomies, flow builders, prompt ops).
- Background in agent assist and intelligent handoff orchestration (context packaging, suggested actions, knowledge retrieval).
- Familiarity with data governance and privacy-compliant design (PII handling, consent, retention).
- Prior experience in travel, hospitality, or contact center domains