United States, Georgia, Atlanta
Reservations & Cust. Care
18-May-2023
Ref #: 21083
How you'll help us Keep Climbing (overview & key responsibilities)
Its an exciting time to be part of Delta's Reservations and Customer Care team as we redefine how and where we serve customers and set new standards for the experiences we create for customers as well as thousands of our employees.
The Director of Reservations Technology, enablement and Innovation will be responsible for the vision, strategy and instantiation of industry leading tools and technology on behalf of nearly 7,000 frontline employees in the division and will partner with other leaders to execute on design and delivery of Customer and Employee experience with Reservations. The Director of Reservations Technology and Innovation will lead a team responsible for working across internal and external stakeholders to deliver on enterprise initiatives with a focus on activating tools and technologies to create innovative solutions that enable best in class customer experience journeys and a high quality frontline specialist experience This Director will champion investments in specialists facing capabilities as well as influencing other divisions to modify business practices or technology to relieve operational pressure on Reservations which adversely impact the customer or frontline specialists experiences.
The successful candidate will have deep knowledge of wide range of contact center and experience-enabling tools, technologies and capabilities including AI and ML problem-solving skills and a track record of leading a large team of Technology Product Owners and other professionals.
Summary of responsibilities (not comprehensive of all tasks):
- Defines and carries out a technology vision and roadmap to drive a more efficient, reliable and streamlined technology ecosystem
- Executes new Reservations technology tools and systems including (but not limited to) investments in specialists desktop capabilities, automation, applied analytics capabilities such as AI, ML, etc.
- Champions investment in future technology needs and work cross-divisionally to modify upline process or technology to improve the customer or specialists experience
- Evaluates new technology concepts and keeps abreast of industry trends in order to apply industry leading concepts to all technology solutions
- Partners with key owners within Reservations and cross divisionally, including IT, ACS, Digital, Global Sales, Enterprise Services, IFS, OCC, Revenue Management and Loyalty Programs to identify best practices, evaluate new solutions and collaborate on joint investment opportunities
- Ensure all technology projects are delivered on-time and on-budget, to offset potential impacts to specialists, customer interaction time and customer service driven by new programs
- Leads large scale divisional and enterprise-wide technology programs of high complexity, priority, and risk
- Champions Technology Product Owner construct and oversees Technology Product Owners and the project team as the requirements are defined and the design identified, communicate the requirements, solution design, and identified risks to project sponsors for their awareness and approval
- Provides regular status reports to executive stakeholders, sponsors and others involved in the project
- Plays an integral role in engagement, communication, change management, feedback loops and overall leadership visibility across the system
- Embraces diverse people, thinking and styles
- Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and wellbeing
What you need to succeed (minimum qualifications)
- Contact Center technologytools experience needed
- At least 8 to 10 years of leadership and/or supervisory experience within an equivalent work environment is required
- Prefer leader with experience in developing and implementing technology strategies for Commercial or Operational divisions
- Ability to drive results by thinking strategically, demonstrating sound decision making, thinking at an enterprise level and executing solutions in a high pressure, sometimes ambiguous and time critical environment
- Experience interacting with frontline employees a plus
- Demonstrated leadership and development skills, ability to manage large projects, maintain multiple priorities simultaneously
- Strong analytical, data analysis, reporting and leadership skills; ability to develop effective relationships with all levels
- Creative and innovative problem solver with technology product and project managementexperience
- Creative, organized, disciplined, hands-on and process-oriented business leader with a record of sound business acumen
- Superior written and verbal communications skills, as well as executive presence to be an effective representative of the business across the organization
- 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)
- Bachelors degree in Management Information Systems, (MIS), Engineering, Business or a related field preferred
- Masters degree preferred