General Manager- Shared Services Process Improvement

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.

• 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 and compliance for FTE-based managed service model, ensuring contract compliance and operational integrity.
• Chair executive forums to review performance, compliance, and strategic risks.
• 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.
• 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.
• 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.
• 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.

• 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.
• At least 18 years of age and has authorization to work in the United States.

• Competitive salary
• industry-leading profit sharing program
• Performance incentives
• 401(k) with generous company contributions up to 9%
• Paid time off
• Comprehensive health benefits
• Family care assistance
• Holistic wellbeing programs
• Domestic and International space-available flight privileges
• Access to over 500 discounts
• Specialty savings and voluntary benefits

Delta Air Lines, Inc. is a global airline that provides air transportation services to over 300 destinations in more than 50 countries.