Program Manager, Client Operations

Delta Air Lines, Inc.; Miami, Northern (FL, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Delta Professional Services (DPS) is seeking a Program Manager in Florida to lead a team delivering high-quality customer service and support for multiple external Delta Air Lines training clients. You will oversee onboarding, performance management, and continuous improvement across client engagements.

The role involves coordinating with client leadership, developing SOPs, and guiding day-to-day operations to streamline processes and ensure service excellence.

Responsibilities

• Manages DPS employees assigned to multiple clients
• Support DPS Sourcing in onboarding NSLI, FTPI and FOS personnel to multiple clients
• Support the onboarding of other DPS personnel as needed to support client operations
• Manages the relationships and communication strategies with multiple client teams
• In coordination with client management, responsible for DPS employee performance and quality assurance
• Partner with client leadership to identify target needs and staffing requirements
• Establishes an environment of continuous improvement and works with partners to provide results
• Coordinate employee transitions with administrative team
• Contribute to the DPS DeltaNet website associated with client training support
• Write and distribute periodic DPS employee communication
• Coordinate periodic town-hall meetings
• Review and approve employee expenses
• Develops a comprehensive list of work processes related to client support and documents a step-by-step process flow for each identified process
• Identify ways to automate and streamline key workstreams and processes within their department

Job description

Delta Professional Services (DPS) is a premier Flight Training & Standards services company. The Program Manager is responsible for leading and motivating a team of DPS individuals that are responsible for providing high-quality customer service and support for multiple clients external to Delta Air Lines training in Florida. DPS provides key resources and support to multiple groups including but not limited to training, curriculum development, planning, and fleet resources. The incumbent will also support the growing DPS business by leading efforts to create streamlined business and day-to-day operational processes within their workstream through the oversight of the organizations' standard operating procedures (SOPs). This position reports to the General Manager – Client Operations for Delta Professional Services (DPS), a wholly owned subsidiary of Delta Air Lines.

ESSENTIAL FUNCTIONS/TASKS

• Manages DPS employees assigned to multiple clients
• Support DPS Sourcing in onboarding DPS Non-Seniority List Instructor (NSLI) and Flight Training Procedures Instructor (FTPI) and Flight Operations Support (FOS) assigned to multiple clients
• Support the onboarding of other DPS personnel as needed to support client operations
• Manages the relationships and communication strategies with multiple client teams
• In coordination with client management, responsible for DPS employee performance and quality assurance
• Partner with client leadership to identify target needs and staffing requirements.
• Establishes an environment of continuous improvement and works with partners to provide results
• Coordinate employee transitions with administrative team
• Contribute to the DPS DeltaNet website associated with client training support
• Write and distribute periodic DPS employee communication
• Coordinate periodic town-hall meetings
• Review and approve employee expenses

ADDITIONAL PROGRAM RESPONSIBILITIES

• Develops a comprehensive list of work processes related to client support and documents a step-by-step process flow for each identified process
• Identify ways to automate and streamline key workstreams and processes within their department