Job Description
How 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
