Product Owner, ACS Tools and Technology

How you'll help us Keep Climbing (overview & key responsibilities)

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. Specifically, this PO role is located in the Tower and Turn vertical, with exciting opportunities to work on optimizations, and AI-adjacent products, partnering with internal and third-party development while delivering solutions to Tower Agents and other user groups.

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