Sr. Manager, SkyMiles Program Strategy
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Sr. Manager, SkyMiles Program Strategy
United States, Georgia, Atlanta
Customer Engagement & Loyalty
17-Aug-2026
Ref #: 33702
How you''ll help us Keep Climbing (overview & key responsibilities)
About SkyMiles
Delta Air Lines leads the global travel industry with its SkyMiles loyalty program, delivering a rich suite of benefits and experiences for millions of SkyMiles Members worldwide. The SkyMiles program is central to Delta's welcoming, elevated and caring brand promise, helping deepen customer engagement and reward high-value Members throughout the travel journey.
Role Overview
SkyMiles is seeking a proven leader to help shape and advance SkyMiles and Medallion program strategy, benefits and performance analysis. This role will develop forward-looking recommendations that strengthen Member engagement, satisfaction and long-term program health while supporting Delta's broader commercial and customer objectives.
The Senior Manager, SkyMiles Program Strategy, will lead a highly visible and strategically important team of individual contributors. The role will interact regularly with Customer Engagement & Loyalty leadership and partner cross-functionally across Delta's commercial, operational, technology and legal teams. This position is based at Delta's Global Headquarters in Atlanta, GA and follows a hybrid work model requiring a minimum of four days per week in the office.
What Success Looks Like
- Brings high initiative, sound judgment and a strong bias for action to complex loyalty strategy questions.
- Builds and develops a positive, high-performing team culture through coaching, clarity and accountability.
- Uses data, customer insights and business context to frame decisions and recommend practical actions.
- Balances long-term strategic vision with the near-term details needed to execute effectively.
- Maintains a customer-centric mindset while thoughtfully weighing commercial, operational and financial objectives.
- Navigates trade-offs, ambiguity and competing priorities with speed, resilience and transparency.
- Embraces fresh perspectives and collaborates across teams to move ideas from concept to implementation.
Primary Responsibilities
- Own planning, analysis and decision support for SkyMiles program strategy, including work that supports Medallion engagement and satisfaction.
- Establish a forward-thinking vision for SkyMiles and translate that vision into clear strategic priorities and actionable plans.
- Recommend program improvements that enhance the customer experience, strengthen Delta's customer value proposition, support revenue growth and manage cost.
- Partner with operational teams to deliver new program benefits, policies and services consistently across customer channels.
- Serve as a key point of contact for SkyMiles policy-related questions and help ensure decisions are grounded in program strategy and customer impact.
- Build effective cross-divisional relationships with leaders and teams across Revenue Management, Reservations, Sales, Legal, Digital and other commercial functions.
- Partner closely with Loyalty Product & Operations teams to implement program changes and strategic initiatives.
- Develop deep subject matter expertise in Delta, airline and broader loyalty programs, including monitoring industry trends and best-in-class practices.
- Create and present clear, compelling business updates, analyses and recommendations for senior leaders and key stakeholders.
- Complete ad-hoc analyses on SkyMiles performance, Member behavior and program results to inform strategic decisions.
- Coach and develop team members by building the behaviors, skills and knowledge needed for sustained performance and future growth.
- Lead through Delta's core values and the Rules of the Road, consistently prioritizing safety, security and the well-being of self and others.
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 prot sharing program, and performance incentives
- 401(k) with generous company contributions up to 9%
- Paid time off including vacation, holidays, paid personal time, maternity and parental leave
- Comprehensive health benets including medical, dental, vision, short/long term disability and life benets
- Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
- Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
- Domestic and International space-available flight privileges for employees and eligible family members
- World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
- Recognition rewards and awards through the platform Unstoppable Together
- Business Resource Groups created 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 car and hotel rentals and auto, home, and pet insurance, legal services, and childcare
What you need to succeed (minimum qualifications)
- Eight or more years of demonstrated high performance in a corporate environment, preferably in business, finance, marketing, loyalty or a related field.
- Strong strategic thinking, analytical, project management and problem-solving skills.
- Passion for Delta, SkyMiles, loyalty and delivering an industry-leading customer experience.
- Excellent written and verbal communication skills, including the ability to translate complex ideas into clear, persuasive presentations for senior leaders within CE&L and across Delta.
- Demonstrated interest in developing and coaching a team.
- Ability to lead collaboratively and operate effectively in a cross-functional environment.
- Creative and analytical mindset with the ability to develop thoughtful recommendations and drive thought leadership.
- Strong business acumen and ability to synthesize data into actionable recommendations that support SkyMiles' and Delta's strategy.
- Ability to work autonomously in a fast-paced environment while managing multiple priorities with strong initiative, drive and time management.
- Advanced proficiency in PowerPoint and Excel.
- Must be performing satisfactorily in current position.
- 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 degree or equivalent experience.
- Deep understanding of, or strong passion for, loyalty programs, airline commercial strategy or customer engagement.
- Experience using SAS, SQL, Hyperion or similar tools for data gathering, performance analysis and forecasting.
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