Nicole Jones

Nicole M. Jones is the Managing Director of the Delta Airlines' Global Sales Support team, reporting to Kristen Shovlin, Vice President – Sales Operations & Development.

In her new role, Jones will be responsible for leading seven 24/7 Global Sales Support centers as well as teams embedded in Delta’s JV partners’ sales support offices throughout the world. Jones will oversee the development of new programs and tools that will help deliver a best-in-class customer experience, deepen relationships, and empower Delta’s travel agency and corporate customers. She will continue to propel Delta’s industry-leading customer service by prioritizing and leveraging feedback from Delta’s corporate and travel agency partners, acting quickly, and listening again to make continuous and innovative improvements that enhance the travel experience.
“With nearly 10 years at Delta, Jones has proven herself to be a customer-oriented innovator – I'm confident she will help drive meaningful action in support of our corporate and agency partners,” said Kristen Shovlin. “Her career has been devoted to elevating the customer experience through innovative solutions and we're thrilled to have her enthusiasm and talent onboard our team.”

Jones joins GSS from her previous role as Delta’s Director of Innovation, where Jones and her team established The Hangar™ – Delta’s global innovation center – which is comprised of Delta employees, students, partners and innovators who leverage research, design, process and technology to enhance the overall travel experience. Prior to Delta, Jones built an impressive record of achievements and strategic partnerships at Warner Media, IBM, Macy’s and PricewaterhouseCoopers.