About SkyMiles
Delta Air Lines leads the global travel industry with its SkyMiles loyalty program, delivering a rich suite of benefits and experiences for millions of SkyMiles Members worldwide. The SkyMiles program is central to Delta’s welcoming, elevated and caring brand promise, helping deepen customer engagement and reward high-value Members throughout the travel journey.
Role Overview
SkyMiles is seeking a proven leader to help shape and advance SkyMiles and Medallion program strategy, benefits and performance analysis. This role will develop forward-looking recommendations that strengthen Member engagement, satisfaction and long-term program health while supporting Delta’s broader commercial and customer objectives.
The Manager, SkyMiles Program Strategy, will lead a highly visible and strategically important team of individual contributors. The role will interact regularly with Customer Engagement & Loyalty leadership and partner cross-functionally across Delta’s commercial, operational, technology and legal teams. This position is based at Delta’s Global Headquarters in Atlanta, GA and follows a hybrid work model requiring a minimum of four days per week in the office.
- Brings high initiative, sound judgment and a strong bias for action to complex loyalty strategy questions.
- Builds and develops a positive, high-performing team culture through coaching, clarity and accountability.
- Uses data, customer insights and business context to frame decisions and recommend practical actions.
- Balances long-term strategic vision with the near-term details needed to execute effectively.
- Maintains a customer-centric mindset while thoughtfully weighing commercial, operational and financial objectives.
- Navigates trade-offs, ambiguity and competing priorities with speed, resilience and transparency.
- Embraces fresh perspectives and collaborates across teams to move ideas from concept to implementation.
- Own planning, analysis and decision support for SkyMiles program strategy, including work that supports Medallion engagement and satisfaction.
- Establish a forward-thinking vision for SkyMiles and translate that vision into clear strategic priorities and actionable plans.
- Recommend program improvements that enhance the customer experience, strengthen Delta’s customer value proposition, support revenue growth and manage cost.
- Partner with operational teams to deliver new program benefits, policies and services consistently across customer channels.
- Serve as a key point of contact for SkyMiles policy-related questions and help ensure decisions are grounded in program strategy and customer impact.
- Build effective cross-divisional relationships with leaders and teams across Revenue Management, Reservations, Sales, Legal, Digital and other commercial functions.
- Partner closely with Loyalty Product & Operations teams to implement program changes and strategic initiatives.
- Develop deep subject matter expertise in Delta, airline and broader loyalty programs, including monitoring industry trends and best-in-class practices.
- Create and present clear, compelling business updates, analyses and recommendations for senior leaders and key stakeholders.
- Complete ad-hoc analyses on SkyMiles performance, Member behavior and program results to inform strategic decisions.
- Coach and develop team members by building the behaviors, skills and knowledge needed for sustained performance and future growth.
- Lead through Delta’s core values and the Rules of the Road, consistently prioritizing safety, security and the well-being of self and others.
