Product Owner - Baggage, ACS Tools and Technology

The Product Owner for Delta’s ACS Tools and Technology team will guide the ideation, delivery, and adoption of tools that support Airport Customer Service frontline teams. This role partners across Information Technology and with design and stakeholder groups to translate goals into execution plans, requirements, and ongoing communications.

Role Overview

As part of the ACS Tools and Technology team, you will support product development and improvements for the technology used by Delta’s 30,000+ Airport Customer Service frontline team members. The focus includes redefining customer and employee experiences through new technology standards that affect thousands of ACS employees, from conceptualization through adoption.

Key Responsibilities

• Define and drive the work of squad or pods within Information Technology by prioritizing the sprint backlog and balancing business stakeholder requirements.
• Partner with internal and external design resources to create UX/UI experiences supporting new product functionality for informational and transactional customer needs.
• Use data and analytics to guide the product roadmap, including prioritization of features, performance focus, and adoption outcomes.
• Translate development goals into requirements such as features, user stories, and acceptance test criteria.
• Participate in Information Technology ceremonies, including backlog grooming, sprint planning, daily standups, sprint review and demos, and retrospectives.
• Provide regular status reports and communications to stakeholders, sponsors, project managers, and others involved in the work.
• Support engagement, communication, change management, feedback loops, and maintain leadership visibility across the system.
• Write user stories that clearly communicate required functionality to IT development teams.
• Work with Product Managers and stakeholders, including station BSO leaders and agents, to contribute to overarching product vision and strategy using data-backed ideation and iterative solutioning.
• Champion agile methodologies within the squad by promoting best practices and continuous improvement.
• Use tools such as Agility and Aha! to manage work effectively and maintain data hygiene for accurate progress tracking.
• Serve as WorldTracer Coordinator, acting as a liaison between Delta and other airlines regarding mishandled baggage and baggage recovery.
• Represent Delta in SITA and IATA meetings related to mishandled baggage and baggage recovery.

Required Education

• High school diploma, GED, or high school equivalency.

Requirements

• Agile Product Management training and experience.
• Proven experience as a Product Owner (or similar role) in a dynamic agile environment.
• Demonstrated initiative and ability to manage multiple priorities.
• Proficiency in written and oral communications, with the ability to produce concise, relevant documents and presentations.
• Curious mindset, including willingness to ask “how might we” or “why” to drive innovation and high performance.
• At least 18 years of age and authorization to work in the United States.
• Commitment to embracing diverse people, thinking, and styles.
• Consistent prioritization of safety and security of self, others, and personal data.
• Must be performing satisfactorily in the present position.

Technologies

• Agility
• Aha!
• digital.ai (Agility/VersionOne)
• VersionOne
• Jira
• FasTrak
• WorldTracer
• SafeTrac
• Nexus

Preferred Qualifications

• Strong understanding of agile practices and principles, with an Agile methodology certification preferred.
• Human Centered Design experience or practice.
• Experience with internal and external facing channels.
• Experience with digital.ai (Agility/VersionOne) or Jira.
• Proven experience as a Product Owner (or similar role) in a dynamic agile environment.
• Experience in the space of mishandled baggage and/or baggage recovery.
• Familiarity with Delta tools including FasTrak, WorldTracer, SafeTrac, Nexus, and related systems.
• Operational leadership experience.
• Experience in the space of baggage reroute.

Benefits

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

Location and Work Setting

• Atlanta, GA, United States
• Onsite