Senior Manager, Performance Listening and Intelligence

Delta Air Lines is seeking a strategic and data-driven Senior Manager, Performance Listening & Intelligence to lead our social listening, sentiment intelligence, and emerging trend monitoring capabilities. This role serves as a critical connection between customer and market signals, business insights, and enterprise decision-making. The successful candidate will oversee a team responsible for monitoring conversations across social media platforms and emerging AI ecosystems to identify trends, opportunities, risks, and shifts in customer sentiment. Working closely with Commercial, Marketing, Global Communications, Brand, Partnerships, and other cross-functional stakeholders, this leader will translate complex data into actionable recommendations that help shape Delta's brand, communications, and business strategies. This is a highly visible role that requires strong consumer insights thinking, executive-level communication skills, and the ability to influence strategic decisions across the organization. Responsibilities Lead Delta's social listening and intelligence program, monitoring conversations and trends across key platforms, including X, Reddit, Instagram, TikTok, Facebook, YouTube, and emerging AI channels. Identify and analyze sentiment trends, audience behavior shifts, and emerging narratives that may impact Delta's brand, customer experience, reputation, or business performance. Connect large volumes of listening, performance, and market intelligence data into clear, actionable insights and executive-ready recommendations. Partner closely with Commercial, Marketing, Brand, Sponsorships, Partnerships, and Global Communications teams to ensure customer and market insights inform business decisions and campaign planning. Lead, coach, and develop a high-performing team responsible for listening, monitoring, and intelligence reporting. Establish and refine frameworks, KPIs, and decision-making processes related to sentiment monitoring and business response strategies. Evaluate how Delta's content and online presence are represented across AI-powered platforms and large language models, helping inform strategies that support accurate and positive brand representation. Collaborate with analytics, measurement, and technology teams to improve listening methodologies, tools, and reporting capabilities. Provide guidance and recommendations to senior leaders during rapidly evolving situations and reputation-related events. #J-18808-Ljbffr Delta Air Lines, Inc.