Sr. Product Owner, Crew Servicing

About the job

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

At Delta, we connect people and cultures, power extraordinary experiences, and shape the future of travel. Here, you'll work on complex challenges on a global scale, using augmented intelligence to build emerging technologies, amplify human potential and continuously grow the skills that keep you at the forefront of what's next.

The Crew Servicing Platform is focused on transforming how pilots, flight attendants, and operational teams connect with the support, information, and services they need. The platform brings together digital, operational, and technology capabilities to create a more seamless crew servicing experience while improving operational effectiveness, scalability, and speed to resolution.

To enable this effort, the team is seeking a Senior Product Owner, Crew Servicing Platform to lead the product vision, strategy, roadmap, and value delivery for capabilities supporting the end-to-end crew servicing experience across In-Flight Service (IFS) and Flight Operations (FOP).

A successful candidate is motivated by solving complex problems, curious about the needs of frontline employees and operational teams, and comfortable operating at the intersection of business, operations, digital experience, data, and technology.

The Senior Product Owner is responsible for creating and maintaining a product roadmap that connects crew and operational needs with the broader Crew Servicing vision and enterprise priorities. The Senior Product Owner works across business and technology teams to ensure desired outcomes, requirements, priorities, and trade-offs are clearly understood. Rather than primarily managing project schedules and implementation activities, this role provides sustained product ownership across the lifecycle, from discovery and prioritization through delivery, launch, measurement, and continuous improvement.

Key Responsibilities

Product Vision, Strategy & Roadmap

• Define and continuously refine the Crew Servicing Platform product vision, strategy, objectives, and multi-year roadmap, balancing near-term operational priorities with longer-term transformation opportunities. Connect investments and capabilities to crew experience, operational effectiveness, servicing performance, and enterprise priorities.
• Own and prioritize the product backlog based on value, user impact, operational risk, dependencies, feasibility, and strategic alignment. Maintain a clear sequence of capabilities, recommend strategic trade-offs, and drive prioritization decisions in partnership with business and technology leaders through established governance.
• Proactively shape the future of crew servicing by identifying opportunities to reimagine servicing journeys through AI-enabled assistance, intelligent automation, digital self-service, and integrated servicing channels. Partner with business and technology teams to translate emerging capabilities into scalable solutions that improve crew experience, operational efficiency, and speed to resolution.

Product Discovery & Crew Experience

• Lead ongoing discovery with pilots, flight attendants, frontline servicing teams, operational leaders, and subject-matter experts to understand end-to-end servicing journeys, channel handoffs, operational pain points, and opportunities for simplification. Translate user needs, pain points, service journeys, operational constraints, and data into clear product opportunities, requirements, acceptance criteria, and experience principles.

Cross-Functional Leadership & Governance

• Serve as the product integrator across IT, IFS, FOP, Crew, Digital, vendors, and other partners. Build alignment on outcomes, clarify decision rights, surface trade-offs, and influence decisions without direct authority.
• Establish product governance and communicate vision, roadmap, decisions, risks, dependencies, recommendations, and outcomes to working teams and senior leaders. Maintain decision transparency across business and technology partners.

Product Delivery & Lifecycle Management

• Partner with delivery and engineering teams throughout design, build, testing, UAT, release, and stabilization. Provide timely business decisions, resolve requirement gaps, accept completed capabilities against defined criteria, and ensure operational readiness without assuming project-management ownership.

Product Performance & Continuous Improvement

• Define measurable product outcomes, performance baselines, and success criteria; partner with Analytics and reporting teams to evaluate adoption, self-service effectiveness, resolution performance, reliability, crew feedback, and operational impact. Assess realized business value and use insights to continuously refine product priorities and investments.
• Champion scalable product practices, platform health, accessibility, safety, compliance, operational resilience, and continuous improvement while modeling Delta values and Rules of the Road.

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)

• Is at least 18 years of age and has authorization to work in the United States.
• Possesses a high school diploma, GED, or high school equivalency.
• Embraces diverse people, thinking, and styles.
• Consistently prioritizes safety and security of self, others, and personal data.
• 5-7 years of experience in digital product management, product ownership, platform ownership, service design, technology-enabled operations, contact center technology, or a similarly complex product environment.
• Experience owning or materially shaping a product vision, roadmap, backlog, requirements, acceptance criteria, and outcome measures.
• Experience leading cross-functional work across business, IT, and vendor partners.
• Focused on results and can prioritize competing interests with seemingly disparate goals
• Use data to quantify problems, identify trade-offs and develop solutions.
• Strong facilitation, negotiation, executive communication, relationship management, analytical thinking, and decision-making skills.
• Must be performing satisfactorily in present position.

What will give you a competitive edge (preferred qualifications)

• Bachelor’s degree in Business, Product Management, Information Systems, Operations, Technology, Industrial Engineering, or a related field; or an equivalent combination of education and relevant experience.
• Experience with enterprise servicing technologies, including CRM, case management, knowledge management, contact center, or workflow automation platforms such as AWS Connect, Salesforce Service Cloud, or comparable solutions.
• Experience in at least one commercial or operations function such as In-Flight, Reservations, Airport Customer Service, eCommerce, Revenue Management, Sales or IT preferred.