General Manager- Shared Services Process Improvement

UNITED STATES, GEORGIA, ATLANTA FINANCE 06-NOV-2025 REF #: 30314 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.

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 profit 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 benefits including medical, dental, vision, short/long term disability and life benefits
• 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)

• 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

Apply tot his job Apply To this Job