General Manager, Shared Services Process Improvement

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

Delta Air Lines is seeking a visionary and results-driven General Manager to lead the strategic transformation of global service center operations. This senior leadership role is instrumental in defining and executing the long-term vision for end-to-end processes across a complex, global operating model. Whether you're an internal leader ready to take the next step or an external candidate bringing fresh expertise, this role offers the opportunity to shape enterprise-wide service delivery and drive measurable business impact.

Key Responsibilities

Enterprise Strategy & Leadership

• Set and execute the strategic direction for global service center operations.

• Align service delivery with corporate objectives, market dynamics, and long-term growth.

• Lead enterprise-wide transformation initiatives and process architecture design.

Governance & Compliance

• Direct all aspects of the FTE-based managed service model, ensuring contract compliance and operational integrity.

• Implement governance frameworks to monitor SLA adherence and manage risk.

• Chair executive forums to review performance, compliance, and strategic risks.

Process Ownership & Innovation

• Own the global operating model and end-to-end process architecture across business units.

• Integrate policy, process, and technology to enable agility and scalability.

• Sponsor enterprise analytics and benchmarking to identify and act on strategic opportunities.

Transformation Portfolio Management

• Oversee a global portfolio of transformation programs aligned with financial and strategic priorities.

• Build business cases, secure funding, and manage enterprise-level risks.

• Ensure delivery of measurable business value and operational resilience.

Global Standardization & Enablement

• Drive global process standardization while enabling regional customization.

• Make high-impact decisions on process design, resource allocation, and financial trade-offs.

• Lead major redesign efforts that reshape the operating model.

Culture & Capability Building

• Champion a high-performance culture focused on continuous improvement and innovation.

• Lead workforce capability development, succession planning, and organizational readiness.

• Ensure global teams are equipped with the tools, training, and support to sustain excellence.

What you need to succeed (minimum qualifications)

• Proven experience in service center transformation and process improvement, preferably in aviation or transportation.

• Strong analytical and problem-solving skills with the ability to synthesize complex data.

• Exceptional communication and cross-functional influence skills.

• Demonstrated ability to manage multiple enterprise-level initiatives and deliver results.

• High level of professionalism and independent decision-making.

• 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 or Master's degree in Finance or related field

• 5+ years of experience leading global service center operations and transformation.

• Experience with Accounts Payable, Accounts Receivable, and P-Card processes.

• Strong aptitude for leveraging technology to drive innovation and efficiency

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience, Servant Leadership, and Teamwork - every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way.

Why You'll Love Delta

• Competitive salary,industry-leading pro?t sharing program, and performance incentives

• 401(k) with generous companycontributions up to 9%

• Paid time off includingvacation, holidays, paid personal time, maternity and parental leave

• Comprehensive health bene?tsincluding medical, dental, vision, short/long term disability and lifebene?ts

• Family care assistancethrough fertility support, surrogacy and adoption assistance, lactationsupport, subsidized back-up care, and programs that help with loved onesin all stages

• Holistic Wellbeing programsto support physical, emotional, social, and financial health, includingaccess to an employee assistance program offering support for you andanyone in your household, free financial coaching, and extensive resourcessupporting mental health

• Domestic and Internationalspace-available flight privileges for employees and eligible familymembers

• World-wide partnerships toengage in community service and innovative goals created to focus onsustainability and reducing our carbon footprint

• Recognition rewards andawards through the platform Unstoppable Together

• Business Resource Groupscreated to connect employees with common interests to promote inclusion,provide perspective and help implement strategies

• Access to over 500 discounts,specialty savings and voluntary benefits through Deltaperks such as carand hotel rentals and auto, home, and pet insurance, legal services, andchildcare

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