How youll help us Keep Climbing (overview & key responsibilities) It’s an exciting time to be part of Deltas Reservations 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 Reservations and Care employees. This opportunity supports Delta’s Reservations strategies by leading change and bringing improvement initiatives to life in our Customer Engagement Centers, including enterprise-wide efforts composed of multiple work-streams.This role will be responsible for partnering with the various Delta RES teams and stakeholders across the enterprise, focusing on the implementation and adoption side of change for small to large scale initiatives. The successful candidate will have demonstrated the ability to assess small to large scale projects and develop change plans based on the need for change, driving successful project implementation/adaptation. The successful candidate will also have strong analytical, communication, and change management skills. You’ll create and deliver strategies and plans to help employees maximize the adoption of new programs by honing methods of effective and sustained interaction change. This includes developing and applying change management practices throughout the lifecycle of product development, from ideation to post implementation. This is a great opportunity for someone who’s looking to play a key role in implementing effective change across the division, ensuring new standards are met or exceeded in a timely manner.Summary of responsibilities (not comprehensive of all tasks):Partners with RES Product Owner(s), Strategy, Business Partner Leads, frontline teams, and external stakeholders to lead and implement effective change initiativesPartners closely with the Learning and Communication teamsPilot initiatives and develop implementation plans for systemwide changes, including new tools, processes, policies, and technologyProvide direct support and coaching to front-line teams through project implementationsOngoing field engagement to gather customer and specialists’ feedback to drive continuous improvementPrepares internal communications to include ad hoc reports, executive summaries, and formal presentationsAbility to use different media to deliver change management practicesManages divisional and cross-divisional projects with significant scope, schedule, financial risk, and expectations Maintain & establish effective relationships and feedback loops between leaders, functional stakeholders, and cross-divisional Delta teamsSome travel required
What you need to succeed (minimum qualifications) 3 years equivalent work experience with demonstrated leadership experience or a bachelor’s degreeStrategic thinking and creative problem-solving skills with ability to translate project data and information into a logical and actionable storyAbility to influence without authority and work in a matrix environmentProficiency in written and oral communications and able to produce concise, relevant, strategic documents and executive presentationsPossess excellent interpersonal skills, ability to build strong teams and work effectively with all levels of the organization. Must be performing satisfactorily in present positionModels Deltas Rules of the Road and core valuesPractices safety-conscious behaviors in all operational processes and proceduresConsistently prioritizes safety and security of self, others, and personal dataEmbraces diverse people, thinking, and stylesPossesses a high school diploma, GED, or high school equivalencyIs at least 18 years of age and has authorization to work in the United States
What will give you a competitive edge (preferred qualifications) Change Management Certification such as PROSCI is highly preferredStrong influencing skills to drive positive outcomes, strong written and verbal communication skills, and proven change management skillsProficiency in MS Office Suite (Power Point, Excel, etc.) highly preferredProject Management Professional (PMP) certification or experience managing tasks in accordance with Project Management Institute (PMI) standards is desiredMust demonstrate initiative and self-direct work with an ability to manage multiple priorities under aggressive deadlinesStrong influencing skills to drive positive outcomes, strong written and verbal communication skills, and proven change management skillsAbility to demonstrate a general understanding of the customer experience across the entire travel ribbon a plusMBA preferred but not required