Manager Duty Customer Experience

Position Summary

This position will serve as the voice of the customer in the System Operations Center (SOC) in our Long Island City Support Center (LSC) and will influence decisions during disruption planning, execution, and recovery. The Manager CEX Duty is responsible for all customer facets of day-to-day operational tasks. The Manager CEX Duty ensures quality, efficiency and consistency in the execution and implementation of operational policies and standards. The Manager CEX Duty is responsible for team success of operational targets and goals and ensures coordination for all real time disruption events. The Manager CEX Duty is responsible for the execution of customer recovery efforts and working closely with operational teams to mitigate operational challenges that arise. This role reports directly to the Director, Business Continuity and Emergency Response.

Essential Responsibilities

• Partner with operational teams to identify operational challenges and proactively develop recovery strategies for impacted customers, ensuring that the quality of Customer Service is in-line with customer expectations and compliant with our Customer Recovery Plan
• Coordinate with Operational workgroups to support the daily operation and customer experience, including but not limited to fee waivers, extra section recommendations, cancellation impact, misconnects processing, service experience impact
• Assess, execute and communicate operational decisions to teams responsible for handling disruption recovery, while ensuring safety, the quality of the “JetBlue Customer experience” and good economics during decision making
• Oversee and manage the workflow, and assignments of customer disruption recovery focused roles
• Serve as key leader to ensure teams are executing and communicating recovery plans
• Responsible for requesting, editing, and ensuring that real-time operational customer communications are published or delivered
• Create, communicate and execute customer recovery plans during disruptions caused by weather, air-traffic control (ATC), maintenance, security disruptions, or customer disruptions
• Take an active role in implementing process improvements for customer recovery procedures including participating in or conducting team debriefs
• Serve as support for operational teams, relaying information relevant to the operation that will impact staffing or posture
• Coach, guide and support teams responsible for recovery efforts including conducting shift briefings
• Responsible for compliance with JetBlue’s Customer Service Plan through daily oversight and auditing
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
• Other duties as assigned
  
  
  

Minimum Experience And Qualifications

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of Leadership experience
• Five (5) years of prior airline operational experience
• Proficient in Microsoft Office Suite
• Excellent verbal and written communication skills
• Strong organization and management skills
• Ability to think creatively and to work under pressure in a team environment
• Ability to work independently with a sense of urgency and attention to detail
• Strong leadership skills and interpersonal skills
• Available for overnight travel (10%)
• Ability to work flexible work schedule to cover the operation 24 hours per day, 7 days per week
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship
  
  
  

Preferred Experience And Qualifications

• Bachelor’s degree in related discipline (Operations Management, Business Administration) preferred but not required
• Project Management experience
• Ability to handle highly complex decision-making through the establishment and review of broad/department/business objectives
• Strong analytical abilities
  
  
  

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• Be willing to travel as needed for training and company sponsored meetings
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) and Safety Action Report (SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities
  
  
  

Equipment:

• Computer and other office equipment
  
  
  

Work Environment:

• Operations center environment
  
  
  

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)
  
  
  

Compensation:

• The base pay range for this position is between $80,000 – $95,000 per year. Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.