Senior Product Manager, Retail Platform Quality and Reliability

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

Delta is transforming into a world-class retailer—reimagining how we sell and service flights and ancillary products to deliver a more personalized, seamless customer experience. To achieve this goal, Delta’s Retail strategy is to consistently offer, sell, and service high-quality personalized products in the customer’s channel of choice.

The Enterprise Solutions Retail Platform Onboarding team partners with internal and third-party channel teams to launch and scale modern retailing capabilities across the enterprise. Our team operates like a Software as a Service (SaaS) Professional Services group, supporting internal and third-party teams as they integrate into enterprise retailing capabilities. We serve as the bridge between business stakeholders and technical product teams—gathering requirements, coordinating delivery, and ensuring successful channel integrations across the enterprise.

We are seeking a Senior Product Manager – Retail Platform Quality & Reliability to join our team and drive improved platform reliability and error handling for our API consumers. This role will focus on improving performance visibility, standardizing error handling, and creating robust defect management processes for improved consumer experiences.

• Reliable and transparent API performance reporting through dashboards and metrics
• Consistent, actionable error responses across platform APIs
• A streamlined defect intake and triage process that accelerates resolution and improves channel confidence
• Strong collaboration between Enterprise Solutions, channel teams, and product stakeholders to deliver reliable retail capabilities and a more streamlined integration process

• Serve as the primary liaison between channel teams (e.g., Reservations, ACS, IFS, OBS, Sales) and Enterprise Solutions product teams for reliability initiatives.
• Drive collaboration across product and engineering teams to align on reliability goals and error handling standards.
• Communicate reliability metrics, defect trends, and improvement plans to stakeholders to promote transparency and adoption.

• Define and implement API performance monitoring, including dashboards and KPIs (e.g., latency, uptime, error rates).
• Establish and maintain SLA tracking for platform APIs.
• Partner with engineering to ensure observability tools and reporting meet business needs.

• Develop and enforce standards for error responses across platform APIs.
• Collaborate with product and development teams to improve error clarity and usability for integrators.
• Establish a standardized defect intake and triage process across all platform API product teams and to improve visibility and accelerate resolution times.

• Partner with product owners and IT architects to guide technical designs for reliability improvements.
• Translate technical reliability concepts for business stakeholders and business needs for technical teams.
• Support testing and validation of reliability enhancements across the platform.

• 5+ years of experience in product management or technical program management
• Proven ability to manage and deliver complex projects and processes across cross-functional teams.
• Demonstrated intellectual curiosity, critical thinking, and problem-solving skills.
• Exceptional stakeholder management, communication, and organizational abilities.
• Ability to clearly explain technical concepts—such as APIs, system integrations, and architecture diagrams—to both technical and non-technical audiences.
• Comfortable working independently in a fast-paced, team-oriented environment with diverse stakeholders.
• Results-driven, with strong attention to detail and a track record of meeting or exceeding deadlines.
• 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…