Product Owner, ACS Tools and Tech

The ACS Tools and Technology team provides Delta's 30,000+ Airport Customer Service frontline team with the necessary technology and tools to offer customers a warm, caring, and elevated travel experience. We are looking for a highly motivated and self-driven Product Owner to join our team to support the technology conceptualization and product delivery of best-in-class tools to serve our frontline teams effectively.

As part of the Tools and Technology team, you will play a critical role in redefining customer and employee experiences by setting new technology standards for thousands of ACS employees. We are seeking a Product Owner to support product development and improvements from ideation, roadmapping to execution and adoption.

Responsibilities (not comprehensive)

• Provide leadership and direction to Analysts in reviewing, communicating, and translating business needs for both technical and non-technical audiences and stakeholders
• Define and drive the work of squad/pods within Information Technology to prioritize the sprint backlog, balancing requirements of business stakeholders
• Work directly with internal and external design resources to create UX/UI experiences that support new product functionality for both informational and transactional customer needs
• Leverage and data and analytics to drive product roadmap, product development, prioritization of features and performance and adoption
• Collaborate with other Product Owners, Product Managers, and stakeholders to refine features and stories and accept completed stories, ensuring they meet all predefined criteria
• Coordinate with other Product Owners across the organization to align cross-squad efforts and maintain coherence in product development
• Translate product development goals into requirements including features, user stories, and acceptance test criteria
• Attend regular ceremonies with the Information Technology team including backlog grooming, sprint planning, daily standups, sprint review/demos, and retrospectives
• Identify and communicate opportunities to increase revenue, customer satisfaction, employee satisfaction, and operational efficiency
• Provide regular status reports to key stakeholders, sponsors, project managers, and others involved in the project
• Play an integral role in engagement, communication, change management, feedback loops, and overall leadership visibility across the system
• Develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and wellbeing
• Additional Responsibilities:
• Take ownership of writing user stories and ensure they clearly convey the required functionality to the IT development teams
• Actively participate in all squad ceremonies, including sprint demos, planning, and retrospectives
• Provide continuous feedback during sprint demos and lead discussions to ensure effective iterations of product features
• Maintain open lines of communication with stakeholders to review product progress and outcomes
• Work closely with stakeholders and Product Managers to contribute to the overarching product vision and strategy with data-backed ideation and iterative solutioning
• Champion agile methodologies within the squad, promoting best practices and continuous improvement
• Utilize tools like Agility and Aha! for effective project management and ensure data hygiene to track progress accurately