Director, Process & Product Delivery

Description

Summary:

The Director, Process & Product Delivery is responsible for helping Jet Linx improve how work gets done across the business by leading process mapping, solution planning, and delivery coordination for a small product delivery team. This role partners closely with stakeholders to understand business problems, map current and future state workflows, identify root causes, define requirements, and guide work from prioritization through refinement. This role is intended to keep business process at the center, with technology supporting the work rather than trying to solve the problem on its own.

This position also plays an important role in supporting practical AI and Glean adoption across the company. The goal is not AI for its own sake, but making sure the right context, documentation, and business knowledge are available inside the workflow so teams can make better decisions, respond more consistently, and adopt better ways of working overtime.

Duties & Responsibilities:

• Process Mapping & Cross-Functional Improvement
• Lead current-state and future-state process mapping efforts across business functions to identify broken, stalled, redundant, or unclear workflow steps.
• Facilitate cross-functional working sessions to understand business problems, clarify goals, document process pain points, and align on practical improvements.
• Translate business needs into process maps, workflow documentation, high-level solution concepts, and prioritized improvement opportunities.
• Support continuous improvement by updating process maps, identifying new use cases, and capturing lessons learned after release.
• Product Delivery & Work Management
• Coordinate delivery flow across a small product delivery team by helping organize priorities, dependencies, scope, and stakeholder expectations.
• Partner with stakeholders and delivery resources to gather requirements, create user stories, define acceptance criteria, and support backlog readiness.
• Help sequence work based on business value, effort, risk, and operational impact so the highest-value work moves first.
• Coordinate testing, user validation, release readiness, communication, and follow-through to support successful adoption of delivered solutions.
• Maintain visibility into active work, tradeoffs, and delivery timing so stakeholders understand what is moving, what is waiting, and why.
• Team Leadership & Delivery Coordination
• Provide day-to-day leadership, coordination, and support for a small product delivery team, helping team members stay aligned on priorities, deliverables, and expectations.
• Coach team members on requirements quality, process thinking, stakeholder partnership, and execution discipline.
• Promote accountability, transparency, and ownership in how work is planned, communicated, and delivered.
• Partner with Business Solutions & IT leadership to ensure team capacity is applied to the most valuable work and that delivery norms are consistently followed.
• AI & Glean Enablement
• Help identify practical AI and Glean opportunities that align to real business problems, workflow friction, and measurable outcomes.
• Evangelize responsible adoption of AI-enabled ways of working by promoting trusted documentation, strong context, clear ownership, and business-aligned guardrails.
• Support rollout, communication, and adoption efforts that help teams use Glean and related tools in a practical, repeatable way inside daily work.
• Partner with business and technical stakeholders to improve AI literacy, adoption support, and change readiness over time.
• Stakeholder Partnership & Change Management
• Build strong working relationships with stakeholders at different levels of the organization by meeting them where they are, understanding their challenges, and helping bring them through change.
• Communicate clearly and simply so process, delivery, and solution decisions can be easily understood by both business and technical audiences.
• Support training, communication, and adoption activities to help teams successfully transition to new processes and tools.
• Champion end-to-end solutions that span process, data, and technology rather than isolated fixes in individual systems.
• Documentation, Standards & Operating Discipline
• Promote clear, consistent documentation standards that support operational reliability, onboarding, and AI enablement.
• Help ensure process, requirement, testing, and release documentation remains current and usable for both delivery teams and business stakeholders.
• Participate in support rotation and provide after-hours support as scheduled.
• Maintain regular and predictable on-site attendance.
• Demonstrate Jet Linx's core values and "Supply the High" in all interactions.
• Perform other duties as assigned.

Knowledge, Skills & Abilities:

• Strong ability to process map, analyze workflows, and identify root causes, dependencies, and improvement opportunities.
• Strong facilitation, communication, and collaboration skills, with the ability to work effectively across cross-functional teams.
• Ability to translate business needs into clear requirements, user stories, acceptance criteria, and delivery-ready work.
• Ability to coordinate priorities, sequencing, and tradeoffs across multiple stakeholders and workstreams.
• Strong problem-solving skills and sound judgment in balancing business process, data, and technology needs.
• Ability to lead through influence, coordination, and follow-through, even when formal ownership is shared across teams.
• Curiosity and willingness to learn new tools, workflows, and emerging technologies, including AI-enabled platforms and enterprise knowledge tools.
• Ability to communicate in a clear and simple manner that can be easily understood.
• Strong commitment to accountability, execution, and team success over job silos.

Education and Work Experience:

• Bachelor's degree in business, information systems, operations, project management, or a related field preferred.
• 5+ years of experience in process improvement, business analysis, product delivery, product ownership, project delivery, or a related role.
• 5+ years of management or team leadership experience, with responsibility for coaching team members, coordinating work, setting expectations, and driving accountability preferred.
• Prior experience leading cross-functional process mapping and solution design efforts preferred.
• Experience coordinating delivery work across a small team or matrixed environment preferred.
• Experience with backlog management, user stories, testing coordination, release support, and continuous improvement preferred.
• Experience supporting software adoption, documentation, training, or change management preferred.
• Exposure to AI adoption, knowledge management, or Glean-like enterprise search and assistant platforms is a plus.

Physical Requirements:

• Majority of work is completed in a normal office work environment.
• Prolonged periods of sitting at a desk and working on a computer.
• Able to complete physical activities such as standing, sitting, walking, talking, and hearing to perform daily work functions.
• Must be able to lift up to 25 pounds and push/pull carts if necessary.

Compensation:

Jet Linx offers a competitive compensation and benefits package to team members. Starting base annual salary for this position ranges from $125,000 to $175,000. Actual base salary provided is dependent upon geographic location, aircraft size (crew positions), relevant education, training and experience of the candidate. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with 6% company match, paid time off and company paid life and short-term disability coverage.