General Manager Baggage Strategy and Performance
Delta is committed to delivering our customers to their many destinations around the globe with a brand promise of safe, clean, on-time with bags.
The Airport Customer Service (ACS) division has full responsibility for the execution of seamless baggage delivery.
To support this mission, ACS is seeking a General Manager - Baggage Strategy and Performance.
In direct partnership with station professionals across the system, this position is responsible for the vision, governance, and development of all Airport Customer Service (ACS) baggage strategies and standards.
This role will be high-visibility and will report directly to the Managing Director - Airport Strategy, while also informing cross-divisional senior leaders of strategic initiatives.
The scope of this role is large considering Delta Air Lines handles over 100M bags per year resulting in revenues of approximately $1B.
Through leading a team of baggage professionals, they will elevate our baggage performance with innovative technology, and streamlined procedures.
The position will be responsible for monitoring and reporting on all performance metrics related to baggage.
Scope will include partnership with Code Share and Alliance Partners, Delta Connection Inc.
, and International operations.
Specifically, the position will be responsible for:
Cultivating expertise in baggage by benchmarking and identifying best practices and current leading trends, to deliver practical, insightful, and innovative solutions Establishing and tracking key metrics of progression around strategic projects and initiatives; reviews results with key stakeholders and makes adjustments to strategy Driving collaborative cross-divisional and cross-departmental projects to ensure defined business process solution improvements on time, within scope and on budget Partnership with field experts to develop the strategic direction and development of all ACS baggage procedures and performance Researching and identifying technological CI solutions to improve performance Reporting program progress, strategic changes, and service levels to cross-divisional senior leaders across Delta's ACS team to improve baggage delivery metrics Ensures strategic plans support Delta's safety culture and employee wellbeing Strategic and tactical execution of baggage operations including customer service initiatives along with IROP management and recovery plans Ensuring operational support to stations across a global enterprise, demonstrating a high level of customer focus with expedient and accurate decision making Ensuring Delta is in compliance with all DOT and international regulations Development and oversight of associated operating and capital budgets Bi-monthly calls with the stations to review baggage performance and present process improvements in partnership with ACS VP sponsor Coaching and developing direct reports to exhibit specific behaviors, skills or knowledge needed to ensure sustained performance and to prepare for success both departmentally and individually Recommended Skills Business Processes Customer Service Decision Making Governance Innovation Management Leadership Estimated Salary: $20 to $28 per hour based on qualifications.
The Airport Customer Service (ACS) division has full responsibility for the execution of seamless baggage delivery.
To support this mission, ACS is seeking a General Manager - Baggage Strategy and Performance.
In direct partnership with station professionals across the system, this position is responsible for the vision, governance, and development of all Airport Customer Service (ACS) baggage strategies and standards.
This role will be high-visibility and will report directly to the Managing Director - Airport Strategy, while also informing cross-divisional senior leaders of strategic initiatives.
The scope of this role is large considering Delta Air Lines handles over 100M bags per year resulting in revenues of approximately $1B.
Through leading a team of baggage professionals, they will elevate our baggage performance with innovative technology, and streamlined procedures.
The position will be responsible for monitoring and reporting on all performance metrics related to baggage.
Scope will include partnership with Code Share and Alliance Partners, Delta Connection Inc.
, and International operations.
Specifically, the position will be responsible for:
Cultivating expertise in baggage by benchmarking and identifying best practices and current leading trends, to deliver practical, insightful, and innovative solutions Establishing and tracking key metrics of progression around strategic projects and initiatives; reviews results with key stakeholders and makes adjustments to strategy Driving collaborative cross-divisional and cross-departmental projects to ensure defined business process solution improvements on time, within scope and on budget Partnership with field experts to develop the strategic direction and development of all ACS baggage procedures and performance Researching and identifying technological CI solutions to improve performance Reporting program progress, strategic changes, and service levels to cross-divisional senior leaders across Delta's ACS team to improve baggage delivery metrics Ensures strategic plans support Delta's safety culture and employee wellbeing Strategic and tactical execution of baggage operations including customer service initiatives along with IROP management and recovery plans Ensuring operational support to stations across a global enterprise, demonstrating a high level of customer focus with expedient and accurate decision making Ensuring Delta is in compliance with all DOT and international regulations Development and oversight of associated operating and capital budgets Bi-monthly calls with the stations to review baggage performance and present process improvements in partnership with ACS VP sponsor Coaching and developing direct reports to exhibit specific behaviors, skills or knowledge needed to ensure sustained performance and to prepare for success both departmentally and individually Recommended Skills Business Processes Customer Service Decision Making Governance Innovation Management Leadership Estimated Salary: $20 to $28 per hour based on qualifications.
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