General Manager, Agent Experiences

We are seeking an innovative and experienced General Manager to lead a cross-functional product design team in developing cutting-edge tools that empower customer service agents to deliver exceptional service.
The General Manager, Agent Experiences will oversee the design and development of the ecosystem of Delta's agent-facing digital tools, tightly integrated with the Enterprise AI platform and data ecosystem.
This role requires a strategic thinker with a deep understanding of user experience, product management, and team leadership.
The ideal candidate will have a proven track record of driving product design initiatives from concept through delivery and measurement, ensuring alignment with business goals and customer needs.
Responsibilities:Manage the product team and oversee cross-functional mission teams -- comprised of Product Managers and Owners, Designers, Researchers, Writers, Data Scientists, Engineers, and Quality -- fostering a collaborative and creative environment.Partner with Reservations and Airport Customer Service leaders to develop and execute a strategic vision for customer service tools, aligning with company objectives.Oversee the entire product design lifecycle, from ideation to prototyping, testing, and final implementation.Provide guidance and support to product managers and product owners in prioritizing features, managing backlogs, and making data-driven decisions.Collaborate with cross-functional teams, including engineering, data science, physical operations, and customer support, to ensure cohesive product development.Conduct research and gather user feedback to inform design decisions and improve product offerings.Ensure products meet high standards of usability, accessibility, and performance.Present strategy, concepts, and progress updates to senior leadership and stakeholders.Facilitate collaboration between digital product design, product owners, data scientists, business analysts, engineers and other departments to ensure seamless product development and delivery.Drive the integration of AI technologies into customer service tools to enhance agent productivity and customer satisfaction.Champion innovation within the product design team, encouraging creative solutions and continuous improvement.
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