What are the responsibilities and job description for the Optimization Leader, ACS Ops Process and Automation position at Delta Air Lines?
How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
Now is an exciting time to be part of Delta’s Airport Customer Service (ACS) transformation, as we redefine customer and employee experiences by elevating our airport operations, digital tools, and frontline workflows. This role plays a critical part in optimizing ACS operational performance across lobby, gate, baggage, ramp, tower/turn, and resource planning processes, ensuring that ACS products, tools, and operational strategies deliver exceptional reliability, safety, customer experience, and agent efficiency .
This is an opportunity to support and drive improvement for Delta’s airport operations. We are seeking an ACS Operations, Optimization and Automation Leader to ensure continuous optimization of ACS processes and technologies and to ensure that ACS-owned and enterprise-owned products are operationally viable, frontline-ready, and aligned to ACS Product Operating Model outcomes.
This role will lead and execute strategic and operational initiatives that contribute to optimizing Airport Customer Service operations, including developing strategies, detailed plans, and measurable outcomes, analysis and products to optimize ACS business processes, and quantifying and sharing results and adoption through reporting and advanced analytics. This role will leverage an analytical mindset to discover and drive ACS processes that can be enhanced through automation, AI, real-time insights, and frontline workflow improvements.
Summary of responsibilities (not comprehensive of all tasks):
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:
Now is an exciting time to be part of Delta’s Airport Customer Service (ACS) transformation, as we redefine customer and employee experiences by elevating our airport operations, digital tools, and frontline workflows. This role plays a critical part in optimizing ACS operational performance across lobby, gate, baggage, ramp, tower/turn, and resource planning processes, ensuring that ACS products, tools, and operational strategies deliver exceptional reliability, safety, customer experience, and agent efficiency .
This is an opportunity to support and drive improvement for Delta’s airport operations. We are seeking an ACS Operations, Optimization and Automation Leader to ensure continuous optimization of ACS processes and technologies and to ensure that ACS-owned and enterprise-owned products are operationally viable, frontline-ready, and aligned to ACS Product Operating Model outcomes.
This role will lead and execute strategic and operational initiatives that contribute to optimizing Airport Customer Service operations, including developing strategies, detailed plans, and measurable outcomes, analysis and products to optimize ACS business processes, and quantifying and sharing results and adoption through reporting and advanced analytics. This role will leverage an analytical mindset to discover and drive ACS processes that can be enhanced through automation, AI, real-time insights, and frontline workflow improvements.
Summary of responsibilities (not comprehensive of all tasks):
- Actively participate in developing optimization strategies for ACS airport operations, including frameworks, tools, and technologies and products that support turn performance, gate operations, baggage experience, lobby efficiency, resource optimization, and safety/compliance workflows
- Collect and analyze ACS operational data (e.g., D0, MBR, agent task times, SafeTrac, SNAPP adoption, turn events, baggage visibility events) to identify trends, inconsistencies, and operational improvement opportunities across airport processes and make recommendations for improvement
- Develop and test advanced analytics, automation, and AI-enabled concepts that improve frontline ACS efficiency, reduce operational friction, support resource optimization, and enhance decision-making for agents and supervisors
- Communicate ACS operational insights and improvements through dashboards, reports, and presentations to ACS Product Managers, Product Owners, ACS Field Leadership, Safety & Compliance partners, and Technology stakeholders
- Quantify operational savings and opportunities when making recommendations
- Work cross-divisionally with our partners to identify opportunities and define solutions that leverage automation and AI methodologies
- Strategic thinking and creative problem-solving skills with ability to translate data into a logical and actionable story and make and/or develop automated recommendations
- Proficiency in written and oral communications and ability to produce concise, relevant, and strategic documents and executive presentations
- Proven track record of using programming languages such as SQL, Python to retrieve and manipulate data to drive insights
- 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
- Track record of developing automated products or embedding automation into tools and technology
- Experience with ACS systems (SNAPP, SafeTrac, RTSM, ODS/ODE, BHS messaging), turn/tower operations, baggage experience, or airport operational analytics
- Familiarity with ACS Product Operating Model roles (PM/PO/Product Analyst) and how ACS Ops partners with Product and Tech is highly beneficial
- Work experience in building machine learning/optimization models
- Work experience with cloud platforms (AWS)
- Strong visualization skills with Tableau and Power BI
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