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Chris Janssen

Chris Janssen

Experienced Product/Channel Manager from the Airline/Aviation Industry Seeking New Opportunity

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Delta Air Lines

Project Leader, Digital Commerce Strategy

Cultivated strategic initiatives in collaboration with business partners supporting online / offline cost savings/revenue goals, managed domain name portfolio, and led program level business analysis for ($120M+) delta.com and digital channel replatforming project. Represented eCommerce on business continuity team.
• Developed high-level business strategy and ICANN application for Internet top-level domain space (.delta) including analyzing impact to budgeting and socializing strategy for long-term domain-space product. Represented Delta’s business interests at ICANN meetings.
• Oversaw enterprise portfolio of 1200+ domain names, approved vendors’ invoices, consolidated service providers, and coordinated new / transferred domain names. Assimilated NWA.com 200+ domain names into Delta’s portfolio.
• Identified appropriate country level domain names to pursue for acquisition and negotiated with owners for rights.
• Organized the business and IT teams, with vendor's assistance, to incorporate RAD approach to gathering requirements into the SDLC methodology. Coordinated JAD sessions for high level requirements for all 9 program towers. Espoused change management philosophies to help stakeholders with the transition.
• Maintained master list of 2000+ team-developed program capabilities and requirements.
• Streamlined high-level requirements by identifying cross-references, gaps, and overlaps across 9 functional towers.
• Evaluated risk scenarios ensuring business continuity plans were in-place for day-to-day business activities; and communicated and tested procedures with appropriate team members.

Career medium 01
Career
Career medium 01

Delta Air Lines

Manager, eCommerce Operations

Launched eCommerce hybrid team to monitor established/refined department metrics.
• Gathered analytical data daily from a variety of sources including Omniture, Opinionlab, Revenue Pipeline, Offline Data Reporting, etc., to identify key metrics inconsistencies and to advise where improvements could be made.
• Established monthly reporting guidelines in cooperation with web analytics team.
• Recommended creation of one integrated analytics team to minimize duplication.

Career

Delta Air Lines

Manager, Business Analysis

Managed integrated team of 11 Business Analysts (business SMEs and IT analysts) located in Minneapolis and Atlanta for delta.com and self-service group. This team integrated business subject matter experts and IT business analysts. Traveled (25%) supervising bi-located team.
• Expedited requirements definition and analysis by developing delta.com business analyst practice and combined SDLC best practices with team’s objectives.
• Reduced project cost duplication with team’s integration of performing both business and IT functions.
• Acculturated use cases within the requirements gathering process resulting in clearer understanding of needs by developers and higher quality product going into test.
• Acted as the team escalation point for sponsored projects.
• Named SME to self-service digital channels on integrated technical and bridging activities between Northwest and Delta during 2010 merger with Northwest Airlines. Reissues/refunds, cross-fleeting, technology scaling, and reservations migration were just some of the projects where I was involved.
• Approved business rules, process flows, and use cases for kiosk / online check-in platform rewrite.

Career medium 02
Career
Career medium 04

Delta Air Lines

Product Manager

Product Manager - Kiosk & Online Check-in
• Led a pilot program to integrate delta.com business and IT project teams to eliminate redundant overhead. This lead to an integration of the delta.com business and IT teams in late 2007.
• Lead the self-service check-in kiosk project which deployed units to all domestic mainline stations across the Delta system.
• Defined requirements, business rules, and business process flows for various customer facing and agent-facing software applications. Utilized waterfall methodology for SDLC processes.
• Performed as a subject matter expert of business processes and legacy interfaces.
• Managed capital projects from a business perspective as well as managed operational projects/efforts.
• Interacted with cross divisional teams, external vendors, and business partners.
• Led user acceptance testing efforts for self-service channels as well as participated in various levels of technical quality assurance testing.
• Mentored new business analysts who joined the delta.com team.
• Attended industry conferences and seminars to network and gather intelligence.

Career

Delta Air Lines

Project Manager

Project Manager
• Lead various small to medium size self-service application, agent facing application, and hardware renewal projects (<$5MM).
• Defined requirements, business rules, and business process flows for various customer facing and agent-facing software applications. Utilized waterfall methodology for SDLC processes.
• Performed as a subject matter expert of business processes and legacy interfaces.
• Managed capital projects from a business perspective as well as managed operational projects/efforts.
• Interacted with cross divisional teams, external vendors, and business partners.
• Led user acceptance testing efforts for self-service channels as well as participated in various levels of technical quality assurance testing.
• Attended industry conferences and seminars to network and gather intelligence.

Career medium 02
Career
Career medium 05

Delta Air Lines

Analyst

• Defined business requirements for front-line customer service applications.
• Provided expertise in business subject matter, usability, and design.
• Led user acceptance testing.
• Managed projects from the business perspective ranging from replacing software applications, to hardware replacement, to new application tool sets.
• Facilitated training for front-line and station management.
• Created internet enabled job-aid tools.
• Established rapport with technology vendors.

Career

Delta Air Lines

Customer Service Agent

Delivered front-line direct customer service with expertise on ticketing and airport procedures. Facilitated grass roots campaign to assist team members with technology transition.
• Performed as a subject matter expert and mentor for front-line agents.
• Advised customers on ticketing, baggage, Frequent Flier, and small package cargo.

Career medium 06
Career
Career medium 05

Delta Air Lines

Customer Service Agent

Front-line customer service in both operations and customer contact positions.
• Advised customers on ticketing, baggage, Frequent Flier, and small package cargo.
• Operated bag tugs, cargo loaders, and other ground support equipment.

Career

Embry-Riddle Aeronautical University

BS in Aviation Business Administration, Airport Management

Embry-Riddle Aeronautical University

BS in Management of Technical Operations

University of Minnesota-Twin Cities

Abbot Pennings