JetBlue Airways

Manager Customer Support Business Partner Operations

JetBlue Airways • $80K — $95K *
Orlando, FL 32828In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • High School Diploma or GED required.
  • 5 years of leadership or customer service experience.
  • 3 years managing BPO and Contact Center operations.
  • Proficient in developing SLAs and performance metrics for outsourced partners.
  • Available for 50% international overnight travel.

Responsibilities

  • Drive strategy for customer support and BPO partnerships to enhance performance.
  • Lead a team of supervisors for effective BPO operations and SLA compliance.
  • Manage BPO contracts, ensuring metrics and compliance standards are met.
  • Implement oversight processes for tracking BPO performance.
  • Conduct Business Review meetings to align goals and share best practices.
  • Collaborate with Workforce Planning and Finance on staffing and budgets.
  • Negotiate contracts with Strategic Sourcing that define clear performance expectations.

Benefits

  • Opportunity to lead and innovate within a dynamic customer support environment.
  • Develop skills in contract negotiation and performance optimization.
  • Engage with industry partners and grow professional relationships.
  • Work in a culture that values safety, accountability, and fun.
  • Travel opportunities related to international BPO operations.
Full Job Description
Position Summary:

The Manager, Customer Support Business Partner Operations is responsible for supporting and maintaining Customer Support's strategy across all external relationships, with a specific emphasis on BPO (Business Process Outsourcing).

As a member of the Customer Support Leadership team, the Manager owns external business partner relationships, ensuring the management of BPO partners through Service Level Agreements (SLAs) and data-driven oversight mechanisms. The Manager establishes, tracks, and optimizes key performance metrics by leveraging quantitative and qualitative reporting to drive BPO partner accountability, efficiency, and continuous improvement.

The Manager collaborates with Strategic Sourcing and Legal teams throughout the BPO sourcing lifecycle, ensuring the development, negotiation, and enforcement of performance-driven contracts that align with JetBlue's business goals and Customer expectations. As such, the role requires extensive contact center management experience, highly developed analytical abilities, and expertise in overseeing large-scale outsourced operations.

The Manager thrives in a dynamic environment, balancing leadership, business partner relationship management, and continuous performance improvement while driving excellence across multiple BPO partnerships.

Essential Responsibilities:
    • Drive the strategic execution for customer support and BPO partnerships, focusing on improving partner performance, Customer satisfaction metrics, and financial outcomes.
    • Lead and develop a team of supervisors to oversee BPO operations, ensure SLA compliance, and drive performance excellence.
    • Lead and oversee BPO contract management in partnership with Strategic Sourcing, ensuring performance metrics and SLA compliance are defined, measured, and optimized.
    • Develop closed-loop oversight processes for real-time BPO and business partner performance tracking, driving continuous accountability through data and actionable reporting.
    • Identify and implement continuous improvement opportunities for BPO partners to enhance contractual compliance and operational effectiveness.
    • Conduct regular Business Review meetings with JetBlue and BPO business partners, reviewing partner effectiveness, sharing best practices, and fostering alignment on goals and performance metrics.
    • Collaborate with Customer Support Workforce Planning and Finance teams to develop staffing models and budget oversight for BPO operations.
    • Partner with Strategic Sourcing to negotiate BPO and Contact Center contracts, incorporating competitive insights, performance requirements, and clear, executable SLA language.
    • Develop and maintain clear performance dashboards to monitor business partner adherence to SLAs, driving transparency, accountability, and efficiency.
    • Provide leadership support for BPO partners and crewmembers, ensuring alignment with operational goals and JetBlue's Customer experience standards.
    • Take a leadership role in the engagement and development of crewmembers, ensuring clarity of performance expectations and accountability for operational success, and in the development of crewmembers to support their engagement, growth, and goal achievement.
    • Maintain compliance with all relevant BPO governance standards and federal regulations (FAA, DOT).
    • Other duties as assigned, including potential oversight of other operational areas.

Minimum Experience and Qualifications:
    • High School Diploma or General Education Development (GED) Diploma.
    • Five (5) years of leadership or customer service experience.
    • Three (3) years of experience managing BPO and Contact Center operations, including contract management, business partner oversight, and performance optimization.
    • Experience developing and managing SLAs, performance dashboards, and improvement initiatives for outsourced Contact Center partners.
    • Available for international overnight travel (50%).
    • Currently in possession of a valid passport with the ability to travel in and out of the United States.
    • Able to work flexible hours, including emergency responses on short notice.
    • Must pass a ten (10) year background check and 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 business, Operations, or a related field.
    • Five (5) years of experience in Contact Center management and BPO partner oversight, preferably within the airline or hospitality industries.
    • Three (3) years of Project management experience.
    • Three (3) years of Quality management experience.
    • Three (3) years of Quantitative analysis experience.
    • Three (3) years of business partner contract management and negotiation experience.
    • Three (3) years of Customer service experience, preferably in the airline industry.

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, 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/or 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 (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
    • The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:
  • Hybrid role with travel requirements to BPO and customer support sites.
  • Computer and other office equipment

Work Environment
  • Traditional office environment when not traveling

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

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 Business Services Jobs

Find similar Manager Customer Support Business Partner Operations jobs:

NationwideOrlando, FL