Responsibilities

• Lead Delta's social listening and intelligence program, monitoring conversations and trends across key platforms, including X, Reddit, Instagram, TikTok, Facebook, YouTube, and emerging AI channels.
• Identify and analyze sentiment trends, audience behavior shifts, and emerging narratives that may impact Delta's brand, customer experience, reputation, or business performance.
• Connect large volumes of listening, performance, and market intelligence data into clear, actionable insights and executive-ready recommendations.
• Partner closely with Commercial, Marketing, Brand, Sponsorships, Partnerships, and Global Communications teams to ensure customer and market insights inform business decisions and campaign planning.
• Lead, coach, and develop a high-performing team responsible for listening, monitoring, and intelligence reporting.
• Establish and refine frameworks, KPIs, and decision-making processes related to sentiment monitoring and business response strategies.
• Evaluate how Delta's content and online presence are represented across AI-powered platforms and large language models, helping inform strategies that support accurate and positive brand representation.
• Collaborate with analytics, measurement, and technology teams to improve listening methodologies, tools, and reporting capabilities.
• Provide guidance and recommendations to senior leaders during rapidly evolving situations and reputation-related events.

Requirements

• 7+ years of experience in social media, digital marketing, communications, audience intelligence, consumer insights, or a related field.
• Experience leading and developing teams in a fast-paced environment.
• Demonstrated understanding of generative AI, large language models (LLMs), and emerging AI-driven discovery platforms, including how content and public sentiment across digital channels influence AI-generated outputs, brand perception, and customer decision-making.
• Strong expertise in social listening, sentiment analysis, digital analytics, and trend identification.
• Demonstrated ability to synthesize complex information into actionable business recommendations for executive audiences.
• Exceptional written, verbal, and presentation skills.
• Proven ability to build relationships and influence stakeholders across multiple functions and organizational levels.
• Experience managing multiple priorities and making sound recommendations in rapidly changing environments.
• Strong analytical, critical thinking, and problem-solving skills.
• Consistently prioritizes safety and security of self, others, and personal data.

Preferred

• Experience within the airline, travel, hospitality, or consumer-facing industries.
• Experience working with enterprise social listening platforms and AI-enabled analytics tools.
• Experience supporting reputation management, crisis communications, or high-visibility brand environments.

Benefits

• Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – 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:
• Competitive salary, industry-leading profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 9%
• New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31)
• In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period
• 10 paid holidays per calendar year
• Birthing parents are eligible for 12-weeks of paid maternity/parental leave