General Manager, Business Partner Operations

United States, Georgia, Atlanta
Reservations & Cust. Care
26-Apr-2023
Ref #: 20537
How you'll help us Keep Climbing (overview & key responsibilities)
Delta Air Lines is seeking a dynamic and high performing leader for the role of General Manager, Reservations & Customer Care, Business Partner Operations. This role will define and execute the Reservations business partner strategy focused on developing and executing plans to contract with and manage third party engagement center(s) to supplement shift shortfalls and crisis-proof operations through flexible operational structures. The successful candidate will need to be adept at leading business partners, instilling cultural alignment and integrating operations while holding accountable and ensuring a high performing/high quality operation. The role will be an integral part of the Reservations leadership team and a key player in defining and driving the division’s operational performance.
Responsibilities:

• Evaluates ongoing effectiveness to ensure optimum potential is met by all business partners and makes recommendations to streamline processes to better align with Delta’s overall strategy
• Development and leadership to integrate clients as partners into Delta Reservations, including adeptly gaining support from the Reservations organization in general
• Partners cross divisionally to assist with continuity for products, policies and procedures
• Integration of partners into the broader Reservations culture to ensure partners are aligned with customer quality, performance requirements and approach
• Responsible for partner contract negotiations and monitoring contract compliance
• Leads and mentors a team of managers, analysts and specialists assigned to the management team
• Travel to Business Partner center locations, worldwide, will be required
• Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being
• The General Manager – Business Partner Operations, is responsible for overseeing call center operations with a global footprint, monitoring performance, and maintaining partner relationships
• Implementation of robust performance management processes and leadership reviews in conjunction with the broader Reservations organization

What You Need To Succeed (minimum Qualifications)

• Embraces diverse people, thinking, and styles
• Must be able to drive results in a highly matrixed work environment
• Excellent communicator and motivator at all levels of the organization
• Where permitted by applicable law, you have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
• Possesses a high school diploma, GED, or high school equivalency
• Is at least 18 years of age and has authorization to work in the United States
• Consistently prioritizes safety and security of self, others, and personal data
• Excellent interpersonal, communication and relationship-building skills
• Extensive worldwide travel required
• Candidates for this position should have at minimum a Bachelor's or Master's degree or at least 5-10 years of contact center leadership experience or equivalent operational experience required, with a proven track record of vendor leadership and performance
• Must be able to quickly develop effective working relationships, exhibit strong conflict management skills and demonstrate the ability to multi-task
• Excellent problem-solving and analytical skills
• Must be capable of directing the productivity and development of staff members
• Individual must have strategic agility, change management skills and the confidence required to take innovative risks

What Will Give You a Competitive Edge (preferred Qualifications)

• Should be highly proficient in written and oral communications and able to produce concise, relevant, strategically driven documents and presentations for senior management
• Should have demonstrated initiative and work well in a team/matrix environment
• Ability to mine large data sets and provide valuable insights to business leaders
• Cultural sensitivity, experience with international business partners, able to lead large groups of employees