Product Manager - Loyalty

Delta Tech Hub; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Delta Tech Hub is seeking a strategic Product Manager to lead Customer Engagement Loyalty initiatives within a data-driven, Agile environment. You will oversee product ideation through launch for loyalty-related portfolios and guide cross-functional teams to deliver customer-centric solutions.

The role emphasizes market insights, roadmap prioritization, and a strong emphasis on leadership, collaboration, and results-driven execution across multiple Delta loyalty products.

Qualifications

• Experience in product lifecycle management, market research, and strategic planning within an Agile, tech-enabled environment.
• Experienced in shaping product vision from ideation to launch with customer-centric focus.
• Able to balance user needs, business goals, and technical feasibility to guide cross-functional teams.

Responsibilities

• Vision and Strategy: develop a compelling customer-centric product vision and strategy aligned with Delta’s long-term goals.
• Stakeholder Management: align stakeholders across the organization through effective communication and leadership.
• Market Insight: leverage quantitative and qualitative data to identify trends and drive data-informed decisions.
• Product Oversight & Execution: manage multiple products, deliver initiatives on time and with quality.
• Leadership: mentor POs/PMs and foster an environment of collaboration and continuous improvement.

Skills

Product lifecycle management

Market research

Strategic planning

Agile methodologies

Design thinking

Stakeholder management

Tools

Persona Identification

Empathy Mapping

Journey Mapping

Job description

We are seeking a strategic and visionary Product Manager to join our Customer Engagement Loyalty (CE&L) team. The CE&L team works to better understand and deepen our relationship with customers by offering them new ways to engage with the SkyMiles program and the Delta brand. Our focus is on a richer experience for our Members that adds utility to their miles and ways to leverage their Delta loyalty into an elevated travel experience both onboard and beyond the flight. Our large breadth of loyalty products helps Delta Air Lines to diversify its commercial strategies, expanding high-margin revenue streams that support profit growth, and make the airline more durable.

The ideal candidate will have a robust background in product lifecycle management, market research, and strategic planning within an Agile, technologically advanced environment. As a Product Manager,youwillberesponsibleforoverseeingthedevelopmentandsetting thestrategy forour products from ideation to launch and beyond, ensuring they meet business goals and exceed customer expectations.

The Product Manager will support product development for one or more of the portfolios within the broader CE&L team: SkyMiles program, Delta American Express Cobranded credit card, Delta Sky Clubs, Partnerships, Delta Gift Card, and Delta Travel Products.

KEY RESPONSIBILITIES:

VisionandStrategy:Developandmaintainacompellingcustomer-centricproductvision and strategy that aligns with Delta’s long-term business goals, ensuring it addresses customer needs and pain points. Balance user needs, business goals, and technical feasibility to guide cross-functional teams towards success outcomes.

• Proactively develop a deep understanding of theproductarea, continuously enhancingyourknowledgetobecomeatrustedexpertwhodrivesimpactful decisions.
• Leverage design thinking tools and techniques such as, but not limited to Persona Identification, Empathy Mapping, and Journey Mapping, to deeply understand customerneedsandpainpoints,developingproductroadmapstoprioritizecustomer-centric solutions while balancing business goals and technical feasibility.
• Facilitatecapabilitydiagrammingtounderstandthebusinessandtechnicallandscape at a high level
• Leverageagilemindsetandmethodologies,whileincorporatingend-to-endstrategic thinking to develop product roadmaps.
• Go-to-marketplansfocusingonachievingquickdeliveryandoptimalmarket penetration.

StakeholderManagement:Manageandinfluencestakeholdersacrosstheorganizationto align with the products’ vision and priorities through effective communication and leadership skills.

• Drivealignmentofproductvision,outputsandoutcomes,effectivelycommunicating to business and IT stakeholders.
• Presenttoseniorleadershipregardingthestrategicproductvisionand long-term strategic roadmap with a strong executive presence to influence and align key stakeholders.
• Partnerwithproductownerstodriveproductexecution,ensuringalignmentwiththe overall product vision.
• Influencewithoutauthority,effectivelynavigatingamatrixedenvironmentandutilize strong negotiation skills to align cross-functional teams.

Market Insight Leverage quantitative and performance data, along with market and consumerresearch,toidentifytrends,understandthecompetitivelandscape,anddrive data-informed decisions that enhance customer satisfaction.

• Leveragemarketinsighttechniqueswhichcouldincludebutarenotlimitedto:Focus Groups, Survey, Consumer Insights, Industry Leading Reports, Field Work, and Conferences.

Product Oversight & Execution:Oversee the management of multiple complex products, ensuring timely and quality delivery of product initiatives.

• OwntheroadmapfortheproductsbycreatingInitiatives,EpicsandFeatures
• IdentifyMVPsandreleasefrequentlyforfasterCustomerFeedback,Validationof Hypothesis
• Definethe initialproductreleasestrategies
• ImplementandsupportAgileanditerativedevelopmentpracticestoenhanceproduct development cycles.
• Analyze data and market trends to determine key product delivery metrics and leveragestrategicframeworkssuchas,butnotlimitedto,OKRs(ObjectsandKey Results) and KPIs (Key Performance Indicators).
• Effectivelyprioritizetheproductbacklogs

Leadership:Serve as a servant and thought leader to foster a positive work environment that encourages innovation and teamwork.

• Facilitateproblem-solving,decision-making,andriskmanagementactivities
• Mentor and guide product owners (POs) and other product managers (PMs) to developtheirskills,fostergrowth,andbuildastrongproductmanagementteam
• Exhibit servant leadership by prioritizing the needs of the team, creating an environmentthatencouragescollaboration,innovation,andcontinuousimprovement.