Senior Manager, Service Design
Delta Air LinesHow you'll help us Keep Climbing (overview & key responsibilities)
The Senior Manager, Service Design is responsible for leading enterprise level service and product design initiatives that transform Delta’s operational ecosystem to reduce the impact of disruptions on customers and employees. This role applies human centered design, systems thinking, and product strategy to complex, cross divisional challenges and operates with significant autonomy and decision influence.
Apply human centered design and systems thinking to diagnose and address systemic issues across people, process, policy, technology, and data
Drive strategic efforts focused on operational transformation that reduces downstream disruption impacts and increase efficiency
Lead, mentor, and develop service designers; contribute to the growth and maturity of enterprise design practices
Develop current and future state service blueprints, journey maps, and ecosystem models that connect customer and employee experiences to upstream operational drivers
Influence senior leaders through structured executive storytelling grounded in human insight, operational data, and business context
Partner with Operations & Tech leaders to ensure solutions are feasible, scalable, and aligned with safety, regulatory, technical, and operational requirements
Benefits and Perks to Help You Keep Climbing
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 progra
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