JetBlue Airways

Manager Duty Customer Experience

JetBlue Airways • $83K — $125K *
Long Island City, NY 11101In-Person
Transportation
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • High School Diploma or GED required
  • 1 year of leadership experience
  • 5 years of airline operational experience
  • Proficient in Microsoft Office Suite
  • Excellent verbal and written communication skills
  • Strong organizational and management skills
  • Strong leadership and interpersonal skills

Responsibilities

  • Partner with operational teams to develop recovery strategies for customers
  • Coordinate with workgroups to support daily operations and customer experience
  • Assess and communicate operational decisions during disruption recovery
  • Oversee workflow and assignments of recovery-focused roles
  • Serve as key leader for Customer Service Coordinators to ensure execution of recovery plans
  • Ensure real-time operational customer communications are published
  • Create and execute recovery plans during service disruptions
  • Implement process improvements for customer recovery procedures

Benefits

  • Free travel on JetBlue flights
  • Access to healthcare benefits
  • 401(k) plan with company match
  • Short-term and long-term disability coverage
  • Life insurance coverage
  • Opportunity for performance bonuses
Full Job Description
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 the Customer Service Coordinators 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

  • Ad-hoc projects to improve team morale, process and procedures

  • 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.

  • 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:

  • 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 $83,000.00 and $125,000.00 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

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