Manager - Reservations

Delta Tech Hub; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Delta Tech Hub is seeking a manager to lead a division-wide product support and analytics team. The role focuses on innovating technology solutions for frontline staff and strengthening analytics to communicate business state.

You will manage a hybrid team of product owners and data analysts with high-profile deliveries. The manager will transition delivery to a product-led model, support modernization of contact center platforms, and expand reporting across channels.

Qualifications

• Experience leading Analysts and product owners in a hybrid tech environment.
• Ability to translate business needs into data-informed solutions.
• Strong communication skills to align stakeholders across divisions.

Responsibilities

• Lead a division-wide product support and analytics team.
• Oversee innovation and implementation of technology solutions for frontline staff.
• Convert project work to product-led, outcome-driven delivery with rapid iteration.

Skills

Team leadership

Analytics

Product ownership

Data visualization

Tools

AWS Connect

IVR

Symphony

Data Warehouse

Data Lakehouse

AWS CloudWatch

Job description

About the team /role overview

Reservations is seeking a manager to lead a division-wide product support and analytics team. This manager will oversee the innovation and implementation of new technology solutions to drive operational and business efficiencies for our frontline specialists.In addition, this manager will support analytics and reporting efforts to better communicate the current state of the business and better identify opportunities for improvement. This opportunity is a leadership role reporting to the Reservations division based in Atlanta, GA; the manager will lead a hybrid team of product owners and data analysts with high-profile product deliveries.Responsibilities include reimagining, transitioning and maintaining technology products aligned with stakeholder priorities and dependencies, and executing seamless deployment with strong IT partnership. Additionally, the team will be migrating existing reporting to new formats and sources, developing new reporting and analytics capabilities, as well as assisting with ad hoc analytics requests.

KEY RESPONSIBILITIES:

• Manage and develop a team of Analysts and product owners with a mixture of commercial, analytical and technical skills


• Support executive decision making by performing ad-hoc analyses and coordinating alignment on technical solution across the commercial division


• Shift delivery from project-based execution to product-led, outcome-driven ways of working, enabling faster iteration, learning, and continuous improvement.


• Oversees the project team as the requirements are defined and the design identified; communicates the requirements, solution design, and identified risks to project sponsors for their awareness and approval


• Support the evolution of modernized contact center platforms, including AWS Connect telephony, IVR, Symphony, workforce optimization, specialist tools, and real-time service recovery solutions.


• Expand Messaging channels and ensure seamless integration across voice, chat, and digital engagement platforms.


• Identify and understand industry trends, latest call center technology and propose and execute solutions that drive industry leading call center solutions and technology


• Ability to query, organize and visualize data sets from various repositories (Data Warehouse, Data Lakehouse, AWS CloudWatch logs, etc.).


• Foundational understanding of the AWS technology stack, with an immediate focus on data flows and infrastructure connectivity.