Senior Manager, Service Design

The Senior Manager, Service Design is responsible for leading enterprise level service and product design initiatives that transform Delta’s operational ecosystem to reduce the impact of disruptions on customers and employees. This role applies human centered design, systems thinking, and product strategy to complex, cross divisional challenges and operates with significant autonomy and decision influence. Apply human centered design and systems thinking to diagnose and address systemic issues across people, process, policy, technology, and data Drive strategic efforts focused on operational transformation that reduces downstream disruption impacts and increase efficiency Lead, mentor, and develop service designers; contribute to the growth and maturity of enterprise design practices Develop current and future state service blueprints, journey maps, and ecosystem models that connect customer and employee experiences to upstream operational drivers Influence senior leaders through structured executive storytelling grounded in human insight, operational data, and business context Partner with Operations & Tech leaders to ensure solutions are feasible, scalable, and aligned with safety, regulatory, technical, and operational requirements #J-18808-Ljbffr Delta Air Lines, Inc.