Specialist -Res Support and Solutions

Delta Air Lines - Atlanta, GA4.2

Roles and Responsibilities

Design, model and create data sources and systems that will support Reservations, Customer Care, Refunds and Digital Engagement strategies

Develop and implement sustainable solutions using enterprise resources and technology

Support executive decision making by performing ad-hoc analyses and coordinating alignment on technical solution across the division

Complete queue work and seek automation opportunities where appropriate

Be a contributor to the project team as the requirements are defined and the design identified; complete project deliverables as required

Under broad direction, uses and applies business knowledge, experience and sound judgment to work activities and projects

Sphere of influence is divisional, cross-divisional/corporate level or in area of specialization

Possesses advanced knowledge of core Delta and industry business principles and uphold Rules of the Road standards

Identifies and communicates opportunities to increase revenues, increase customer satisfaction, employee satisfaction and operational efficiency

Ability to analyze and summarize data across area of responsibility and draw actionable conclusions/insights

Leads preparation of internal communications to include ad hoc reports, executive summaries and formal presentations

Works closely with other teams across core pillars of the organization including, strategy change management, and execution

Ongoing field engagement to gather customer and specialists feedback to drive continuous improvement

Responsible for complying with a safety conscious environment

Serve as primary liaison between division and other departments

Manages multiple complex programs or projects simultaneously, including development and implementation of strategies and business readiness

Identify opportunities to improve business processes and make recommendations on action plans

Bachelor's degree in business or analytical field required; equivalent work experience will be considered.

MBA beneficial but not required

3-4 years of relevant work experience required in a combination of reporting, analytics, data management preferred

SAS, UNIX, and Hyperion/BRIO skills are preferred

Working knowledge of data tools and data is strongly preferred

Demonstrated leadership traits

Built career capital; successful history

Demonstrates higher level of resourcefulness and efficient manipulation of large amounts of data or information

Verbally presents ideas articulately and persuasively; demonstrates logical thinking when responding to questions or providing alternative solutions

PowerPoint presentations include visuals that advance the story, and exhibit eloquent writing

Analytics display creative and robust thinking; including impacts to broader commercial organization with succinct, clear and actionable story

Connects a business issue with the appropriate data sources that can be utilized to evaluate the issue

Considers the audience, and prepares and modifies story to accommodate

Ability to manage complex projects successfully

Demonstrates deep understanding of the customer experience across the entire travel ribbon

Ability to lead and influence others responsible for deliverables, including stakeholders from other departments

Demonstrates the skill to diagnose causes and the solution to business problems

High degree of verbal skills to facilitate, build trust and influence outcomes

Must be performing satisfactorily in present position