JetBlue Airways

Director Crew Services

JetBlue Airways • $175K — $263K *
Long Island City, NY 11101In-Person
Transportation
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in a relevant field or equivalent experience; High School Diploma/GED plus 4 years related work experience.
  • Minimum of 7 years in airline operations or related fields with 5 years in a leadership role.
  • Proven experience managing complex operational teams in a 24/7 environment.
  • Strong knowledge of airline crew operations and regulatory requirements.
  • Demonstrated ability to influence across organizational boundaries and lead cross-functional initiatives.
  • Experience in process improvement and technology implementation.
  • Strong analytical skills and ability to drive operational improvements through data.

Responsibilities

  • Ensure compliance and efficiency in crew scheduling and operational activities according to regulations and policies.
  • Lead recovery efforts during irregular operations, integrating crew strategies into broader recovery plans.
  • Proactively manage crew-related risks to minimize disruptions and enhance recovery speed.
  • Collaborate with various departments to ensure effective and safe operational performance.
  • Oversee Crew Pay administration, ensuring accuracy and timely resolution of issues.
  • Manage Crew Accommodations and Logistics for operational readiness and cost management.
  • Drive SOC Modernization, focusing on technology advancements and improved decision-support capabilities.

Benefits

  • Access to healthcare benefits and a 401(k) plan with company match.
  • Free space available travel on JetBlue flights.
  • Short-term and long-term disability coverage.
  • Basic life insurance and a crewmember stock purchase plan.
  • Opportunities for professional development and growth.
Full Job Description
Director Crew Services (LSC)

Position Summary:

The Director Crew Services provides strategic and operational leadership across Crew Operations, Crew Pay, Crew Accommodations and Logistics, SOC Modernization, and related support functions within the System Operations Center (SOC).

The Director ensures the safe, compliant, reliable, and efficient execution of crew operations while delivering a high level of service to Flight and Inflight Crewmembers. As a senior SOC leader, the Director leads crew recovery during irregular operations, partners across the organization to mitigate risk and improve performance, and advances technology, automation, data-driven decision making, and process improvements that strengthen operational performance and the Crewmember experience.

Essential Responsibilities:
  • Ensure the safe, compliant, and effective execution of day-of-operation crew scheduling, recovery, movement, and related operational activities in accordance with Federal Aviation Regulations, applicable collective bargaining agreements, Flight and Inflight Scheduling Manuals, Company policies, and established procedures.
  • Serve as the senior Crew Services leader for operational decision-making and recovery during irregular operations, ensuring crew strategies are integrated into the broader system recovery plan.
  • Anticipate crew-related operational risks and lead proactive actions to protect the operation, minimize Customer and Crewmember disruption, and improve the speed and effectiveness of recovery.
  • Partner closely with Flight Operations, Inflight, System Operations, Airports, Enterprise Planning, JetBlue University, and other functions to drive safe, reliable, and effective operational performance.
  • Provide leadership and oversight for Crew Pay, ensuring accurate and timely administration, strong pay integrity and controls, effective issue resolution, and close coordination with Flight, Inflight, Payroll, Finance, and other stakeholders.
  • Provide leadership and oversight for Crew Accommodations and Logistics, including crew hotels, ground transportation, and related Business Partners, ensuring operational readiness, service reliability, effective IROP support, and disciplined cost management.
  • Lead SOC Modernization and Crew Business Solutions, including the development and implementation of technology, automation, decision-support capabilities, reporting, and improved business processes supporting Crew Services and the broader SOC.
  • Partner with Technology and external Business Partners to ensure crew-related operational systems are reliable, effectively supported, continuously improved, and aligned with operational and business requirements.
  • Establish clear performance expectations, operating rhythms, measures, and accountability across Crew Services, with a focus on safety, reliability, productivity, service, cost, and Crewmember experience.
  • Leverage operational and Crewmember data, root-cause problem solving, process redesign, automation, and industry-leading practices to identify trends, address systemic issues, and drive measurable improvements.
  • Maintain a strong feedback loop among Crew Services, Crew Planning, Enterprise Planning, and Flight and Inflight leadership to ensure effective handoffs between long-range planning, future crew planning, and day-of-operation execution.
  • Develop and maintain strong relationships with Business Partners supporting Crew Services, holding partners accountable for service levels, performance commitments, operating standards, cost effectiveness, and continuous improvement.
  • Support annual business planning, budgeting, forecasting, and cost-management activities across Crew Services.
  • Serve as the senior escalation point for significant crew operational, pay, accommodations, technology, and service issues, ensuring timely resolution, appropriate communication, and organizational alignment.
  • Maintain strong relationships and open dialogue with Flight and Inflight leadership, labor representatives and scheduling committees, Crew Relations, and other stakeholders to proactively address operational issues and identify opportunities for improvement.
  • Build organizational capability by coaching and developing leaders, establishing clear expectations and accountability, strengthening succession depth, and fostering Crewmember engagement and professional growth.
  • Foster a culture of safety, caring, operational excellence, collaboration, continuous improvement, and accountability across all assigned teams.
  • Maintain awareness of industry trends, emerging technologies, and leading practices in crew operations, operational recovery, airline technology, and workforce support, translating relevant developments into actionable improvements.
  • Support emergency response and business continuity activities as required.
  • Perform other duties as assigned.


Minimum Experience and Qualifications:
  • Bachelor's Degree in a relevant field; OR demonstrated capability to perform the job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience.
  • Seven (7) years of progressively responsible experience in airline operations, Crew Services, Crew Scheduling, System Operations, or a related discipline, including five (5) years in a leadership role.
  • Demonstrated experience leading complex operational teams and recovery efforts in a 24/7 environment
  • Strong knowledge of airline crew operations, including applicable regulatory and contractual requirements governing Flight and Inflight Crewmembers.
  • Demonstrated ability to lead cross-functional initiatives and influence effectively across organizational boundaries.
  • Experience leading process improvement, operational transformation, technology implementation, or automation initiatives.
  • Demonstrated ability to use data and analytics to assess performance, identify risks, and drive operational improvement.
  • Strong business acumen, including experience managing budgets, Business Partners, and operating costs.
  • Strong leadership, communication, analytical, and problem-solving skills, with the ability to make sound decisions in a fast-paced, complex operating environment.
  • Ability to build effective relationships and communicate with Crewmembers, senior leaders, labor representatives, Business Partners, and other stakeholders.
  • Able to work flexible hours and be available for operational or emergency response on short notice.
  • Available for occasional overnight travel (20%)
  • 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 U.S. is required. This position is not eligible for visa sponsorship.


Preferred Experience and Qualifications:
  • Bachelor's Degree in Aviation, Business, Operations, Technology, or a related field.
  • Experience in a Part 121 airline System Operations Center.
  • Experience leading Crew Scheduling, Crew Operations, Crew Pay, Crew Accommodations, or related crew support functions.
  • Experience implementing or managing automated crew management, optimization, decision-support, or operational systems.
  • Experience leading significant organizational, process, or technology transformation.
  • Experience working with union-represented workgroups and collective bargaining agreements.


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.
  • 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 and 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) or Safety Action Report (SAR)).
  • Responsible for adhering to all applicable laws, regulations, Company policies, procedures, and risk controls.
  • Uphold JetBlue's safety performance goals and understand how they relate to the duties and responsibilities of the position.
  • The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.


Equipment:
  • Computer and other office equipment.


Work Environment:
  • Normal office environment.
  • Airport 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 $175,000 and $263,000 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.


About JetBlue Airways

JetBlue is a customer service channel for Major United States Airline based in Queens, New York. It is a passenger airline that operates primarily on point-to-point routes with its fleet of 120 Airbus A320 aircraft and 49 EMBRAER 190 aircraft. As of December 31, 2011, it served 70 destinations in 22 states, Puerto Rico, Mexico and 12 countries in the Caribbean and Latin America. Most of JetBlue flights have as an origin or destination New York or one of its other focus cities: Boston, Fort Lauderdale, Los Angeles, Orlando or San Juan, Puerto Rico. As of December 31, 2011, the Company operated an average of 700 daily flights. During the year ended December 31, 2011, the Company acquired eight take-off and landing slots at each of New York’s LaGuardia Airport and Washington D.C.’s Ronald Reagan National Airport. The Company’s operations primarily consist of transporting passengers on its aircraft with domestic United States operations, including Puerto Rico, which accounted for 85% of its capacity in 2011.

JetBlue Airways Careers

There has never been a more exciting time to explore job opportunities at JetBlue Airways, a leading company in the aviation industry known for its innovation, strong culture, and commitment to diversity and leadership development. Work You’ll Do Join JetBlue Airways' dynamic team to help redefine the future of air travel with a focus on customer service excellence and operational efficiency. At JetBlue, you will be part of a culture that values diversity, leadership, and professional growth. Transform your career and the airline industry with JetBlue’s commitment to innovation and excellence. Lead from a unique position in the marketplace, where your skills in technology, customer service, and team collaboration are highly valued. Work with a dedicated team of professionals who are passionate about creating an outstanding travel experience. Collaborate with industry leaders and benefit from a culture that supports career advancement and professional development. Introducing the JetBlue Professional Growth and Development Initiative We are building a market-leading team to master the challenges of the modern aviation industry. At JetBlue, you will find a supportive environment where career growth and learning are encouraged through comprehensive training and leadership development programs. Do Innovative Work Join a team that is at the forefront of the aviation industry, where you can apply your skills in a variety of roles, from pilot and cabin crew positions to engineering and customer support. JetBlue offers a wide range of job opportunities that allow you to innovate and excel. Be Part of a Great Team Work on a wide range of projects and utilize the latest technology in aviation. Harness the unparalleled capabilities of a team that values integrity, teamwork, and mutual respect. Future-Proof Your Career Advance your career with JetBlue Airways, where your ambition can take you to new heights. Enjoy near-limitless opportunities to grow professionally, supported by unmatched training, development, and certification support. Explore JetBlue’s internship programs offer a unique insight into the workings of one of the most innovative airlines in the industry. These programs provide hands-on experience and are a stepping stone to full-time employment. The JetBlue Experience Our combined service capabilities, commitment to innovation, and a diverse and inclusive workplace help employees thrive and lead in their careers. At JetBlue, we are dedicated to nurturing a professional environment where every team member can succeed. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Explore the various employment paths JetBlue Airways offers, from customer service to pilot positions. SEARCH JETBLUE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at JetBlue Airways.
Learn more about JetBlue Airways
Size
19,304 employees
Market Cap
$2 billion
Industry
Aerospace & Defense
Net Income
-$1.3 billion
Founded
1999
5 Year Trend
-1.7%
Revenue
$2.9 billion
NASDAQ
JBLU
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at JetBlue Airways

More Transportation Jobs

Find similar Director Crew Services jobs:

NationwideLong Island City, NY