Senior Product Manager, Retail Platform Quality and Reliability

How you'll help us Keep Climbing (overview & key responsibilities)

Delta is transforming into a world-class retailer—reimagining how we sell and service flights and ancillary products to deliver a more personalized, seamless customer experience. To achieve this goal, Delta’s Retail strategy is to consistently offer, sell, and service high-quality personalized products in the customer’s channel of choice.

The Enterprise Solutions Retail Platform Onboarding team partners with internal and third-party channel teams to launch and scale modern retailing capabilities across the enterprise. Our team operates like a Software as a Service (SaaS) Professional Services group, supporting internal and third-party teams as they integrate into enterprise retailing capabilities. We serve as the bridge between business stakeholders and technical product teams—gathering requirements, coordinating delivery, and ensuring successful channel integrations across the enterprise.

We are seeking a Senior Product Manager – Retail Platform Quality & Reliability to join our team and drive improved platform reliability and error handling for our API consumers. This role will focus on improving performance visibility, standardizing error handling, and creating robust defect management processes for improved consumer experiences.

Success for this role looks like:

• Reliable and transparent API performance reporting through dashboards and metrics
• Consistent, actionable error responses across platform APIs
• A streamlined defect intake and triage process that accelerates resolution and improves channel confidence
• Strong collaboration between Enterprise Solutions, channel teams, and product stakeholders to deliver reliable retail capabilities and a more streamlined integration process

Responsibilities:

Cross-Functional Collaboration & Stakeholder Engagement

• Serve as the primary liaison between channel teams (e.g., Reservations, ACS, IFS, OBS, Sales) and Enterprise Solutions product teams for reliability initiatives.
• Drive collaboration across product and engineering teams to align on reliability goals and error handling standards.
• Communicate reliability metrics, defect trends, and improvement plans to stakeholders to promote transparency and adoption.

Platform Reliability & Performance Management

• Define and implement API performance monitoring, including dashboards and KPIs (e.g., latency, uptime, error rates).
• Establish and maintain SLA tracking for platform APIs.
• Partner with engineering to ensure observability tools and reporting meet business needs.

Error Handling & Messaging Governance

• Develop and enforce standards for error responses across platform APIs.
• Collaborate with product and development teams to improve error clarity and usability for integrators.
• Establish a standardized defect intake and triage process across all platform API product teams and to improve visibility and accelerate resolution times.

Technical Integration & Delivery

• Partner with product owners and IT architects to guide technical designs for reliability improvements.
• Translate technical reliability concepts for business stakeholders and business needs for technical teams.
• Support testing and validation of reliability enhancements across the platform.

What you need to succeed (minimum qualifications)

• 5+ years of experience in product management or technical program management
• Proven ability to manage and deliver complex projects and processes across cross-functional teams.
• Demonstrated intellectual curiosity, critical thinking, and problem-solving skills.
• Exceptional stakeholder management, communication, and organizational abilities.
• Ability to clearly explain technical concepts—such as APIs, system integrations, and architecture diagrams—to both technical and non-technical audiences.
• Comfortable working independently in a fast-paced, team-oriented environment with diverse stakeholders.
• Results-driven, with strong attention to detail and a track record of meeting or exceeding deadlines.
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• 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.

What will give you a competitive edge (preferred qualifications)

• Bachelor’s degree in business, Computer Science, Engineering, or related field
• Experience in API-driven platforms, SaaS, or enterprise integrations.
• Experience collaborating with or working within commercial or operational functions such as Reservations, Airport Customer Service, eCommerce, Revenue Management, Sales, or IT.
• Strong understanding of API performance metrics, error handling best practices, and reliability principles.
• Ability to manage cross-functional initiatives and communicate effectively with technical and business stakeholders.
• Familiarity with observability tools, defect tracking systems, and incident management processes.

Benefits and Perks to Help You Keep Climbing

• Competitive salary, industry-leading profit sharing program, and performance incentives.
• 401(k) with generous company contributions up to 9%.
• New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31).
• In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period.
• 10 paid holidays per calendar year.
• Birthing parents are eligible for 12-weeks of paid maternity/parental leave.
• Non-birthing parents are eligible for 2-weeks of paid parental leave.
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance benefits.
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health.
• Domestic and International space-available flight privileges for employees and eligible family members.
• Career development programs to achieve your long-term career goals.
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
• Recognition rewards and awards through the platform Unstoppable Together.
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here