Manager - Digital Quality User Acceptance & Accessibility Testing T500-21432

About Delta Tech Hub:

Delta Air Lines (NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good. Delta has fast emerged as a customer-oriented, innovation-led, technology-driven business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a global team to create memorable experiences for customers.

KEY RESPONSIBILITIES:

• Lead and develop a diverse, high-performing and innovative team of Production Quality and Accessibility Testing professionals, including mentoring and applying standards in people manager and organizational leader.
• Oversee the planning, coordination, and execution of user acceptance testing and accessibility testing for digital products, including and Fly Delta releases. Ensure digital experiences meet accessibility standards (e.g., WCAG 2.1 AA) and regulatory requirements (e.g., ADA, Section 508), collaborating with accessibility specialists and cross-functional teams to identify and remediate issues.
• Discover ways to improve defect mitigation across all levels of the organization inclusive of using customer and Reservations specialists' feedback, web analytics data, and industry trends to understand reported issues.
• Manage, research, and resolve executive inquiries and/or issues raised by the Department of Transportation, including accessibility-related concerns.
• Work closely with IT and cross-functional commercial and operational business teams to successfully drive, implement and deliver on acceptance testing and defect resolutions
• Oversee prioritization, tracking, validation, and resolution of defects with the Product Manager(s) and the IT teams.
• Ability to explain technical and business processes and articulate in-depth knowledge of the Digital Operations, user acceptance and accessibility testing, and defect management process to a wide audience.
• Advocate for inclusive design and accessibility standards across the digital product lifecycle.

WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS):

Qualification:

• A bachelor's degree in business, Technology, Human-Computer Interaction, or related field and 12 + years of work experience. Minimum 5 years people experience

Work Experience:

• Strong leadership skills, written and oral communication skills, positive attitude, and able to manage change successfully in a fast-paced environment
• Working experience in UAT, QA, and project management

Technical competency:

• Working knowledge of accessibility standards and guidelines (e.g., WCAG, ADA, Section 508) and experience managing accessibility testing efforts.
• Familiarity with assistive technologies (e.g., screen readers, voice recognition software) and accessibility testing tools (e.g., Axe, JAWS, NVDA, WAVE).
• Experience with SDLC and Agile.
• Proven track record of successfully working in a cross-departmental team environment and delivering results on time and on budget
• Must be a self-starter that can work independently
• Self-disciplined, organized and team-oriented
• Positive attitude, & able to manage change successfully in a fast-paced environment
• Practices safety-conscious behaviors in all operational processes and procedures
• Experience in Team Leadership: Managed, mentored, coached and developed teams, fostering a collaborative and creative work environment
• Experience in Resource Allocation, Capacity Planning & Resource utilization
• Experience in Performance Management by providing regular performance feedback, recognizing achievements and addressing areas for improvement.

Behavioral Competencies:

• Ability to champion a collaborative environment by empowering team members, demonstrating resilience, being inclusive and building a culture of trust.
• Ability to build and sustain robust networks across internal and external customers.
• Being a coach/mentor/advisor to drive continuous team development and growth.
• Use systemic thinking to drive business results and strategic decisions that enhance organizational outcomes.
• Ability to advocate for customer-focused innovations, model empathy in decision-making, inspiring others to approach problems from the customer's perspective and decisions that reflect an uncompromising commitment to customer safety, fostering trust and loyalty.

WHAT WILL GIVE YOU A COMPETITIVE EDGE (PREFERRED QUALIFICATIONS):

• Knowledge of Delta Air Lines and/or the airline industry, travel landscape and consumer behavior
• Experience with tools such as Agility, QLM, QTest.
• Experience with any Global Distribution Systems is a plus.
• Experience with a Mobile Devices tool is plus.
• Experience with Automation testing is an added advantage with experience with Java or C#.
• Experience with process improvement and streamlining based on new requirements
• Experience with end-to-end testing of large projects
• Experience with mainframe testing
• Familiar with cloud technologies – AWS is preferred.
• Experience with Generative AI solutions.