Product Manager - Loyalty

How You'll Help Us Keep Climbing (Overview & Key Responsibilities)

We are seeking a strategic and visionary Product Manager to join our Customer Engagement Loyalty (CE&L) team. The CE&L team works to better understand and deepen our relationship with customers by offering them new ways to engage with the SkyMiles program and the Delta brand. Our focus is on a richer experience for our Members that adds utility to their miles and ways to leverage their Delta loyalty into an elevated travel experience both onboard and beyond the flight. Our large breadth of loyalty products helps Delta Air Lines to diversify its commercial strategies, expanding high-margin revenue streams that support profit growth, and make the airline more durable.

The ideal candidate will have a robust background in product lifecycle management, market research, and strategic planning within an Agile, technologically advanced environment. As a Product Manager, you will be responsible for overseeing the development and setting the strategy for our products from ideation to launch and beyond, ensuring they meet business goals and exceed customer expectations.

The Product Manager will support product development for one or more of the portfolios within the broader CE&L team: SkyMiles program, Delta American Express Cobranded credit card, Delta Sky Clubs, Partnerships, Delta Gift Card, and Delta Travel Products.

Key Responsibilities

Vision and Strategy: Develop and maintain a compelling customer-centric product vision and strategy that aligns with Delta's long-term business goals, ensuring it addresses customer needs and pain points. Balance user needs, business goals, and technical feasibility to guide cross-functional teams towards success outcomes.

• Proactively develop a deep understanding of the product area, continuously enhancing your knowledge to become a trusted expert who drives impactful decisions.
• Leverage design thinking tools and techniques such as, but not limited to Persona Identification, Empathy Mapping, and Journey Mapping, to deeply understand customer needs and pain points, developing product roadmaps to prioritize customer-centric solutions while balancing business goals and technical feasibility.
• Facilitate capability diagramming to understand the business and technical landscape at a high level
• Leverage agile mindset and methodologies, while incorporating end-to-end strategic thinking to develop product roadmaps.
• Go-to-market plans focusing on achieving quick delivery and optimal market penetration.
  
  

Stakeholder Management: Manage and influence stakeholders across the organization to align with the products vision and priorities through effective communication and leadership skills.

• Drive alignment of product vision, outputs and outcomes, effectively communicating to business and IT stakeholders.
• Present to senior leadership regarding the strategic product vision and long-term strategic roadmap with a strong executive presence to influence and align key stakeholders.
• Partner with product owners to drive product execution, ensuring alignment with the overall product vision.
• Influence without authority, effectively navigating a matrixed environment and utilize strong negotiation skills to align cross-functional teams.
  
  

Market Insight Leverage quantitative and performance data, along with market and consumer research, to identify trends, understand the competitive landscape, and drive data-informed decisions that enhance customer satisfaction.

• Leverage market insight techniques which could include but are not limited to: Focus Groups, Survey, Consumer Insights, Industry Leading Reports, Field Work, and Conferences.
  
  

Product Oversight & Execution: Oversee the management of multiple complex products, ensuring timely and quality delivery of product initiatives.

• Own the roadmap for the products by creating Initiatives, Epics and Features
• Identify MVPs and release frequently for faster Customer Feedback, Validation of Hypothesis
• Define the initial product release strategies
• Implement and support Agile and iterative development practices to enhance product development cycles.
• Analyze data and market trends to determine key product delivery metrics and leverage strategic frameworks such as, but not limited to, OKRs (Objects and Key Results) and KPIs (Key Performance Indicators).
• Effectively prioritize the product backlogs
  
  

Leadership: Serve as a servant and thought leader to foster a positive work environment that encourages innovation and teamwork

• Facilitate problem-solving, decision-making, and risk management activities
• Mentor and guide product owners (POs) and other product managers (PMs) to develop their skills, foster growth, and build a strong product management team
• Exhibit servant leadership by prioritizing the needs of the team, creating an environment that encourages collaboration, innovation, and continuous improvement.
  
  

What You Need To Succeed (Minimum Qualifications)

• Bachelor's degree in Business Administration, Computer Science, Engineering, or equivalent experience.
• 14+ years of professional experience in product management, preferably within Airline industry. 5+ years people leadership experience.
• Strong understanding of the Software Development Life Cycle (SDLC) and experience working in an Agile environment.
• Excellent stakeholder management and cross-functional leadership abilities to build alignment and drive product success.
• Excellent data-driven storytelling skills, able to convey the value and impact of products to various stakeholder and senior leader audiences.
• Create buy-in using data-driven decision-making and strong analytical skills
• Exceptional communication and interpersonal skills to influence and engage various stakeholders.
• A visionary mindset with the ability to anticipate future needs in product design and development.
• Working knowledge or exposure to AI / Agentic development environments (e.g., Amazon Kiro or similar) to support specifying, prototyping, and collaboration with engineering teams.
  
  

What Will Give You a Competitive Edge (Preferred Qualifications)

• Experience within the airline, travel, or large enterprise technology environments.