Manager, Lounge Product Experience
Position Summary:
The Manager, Lounge Product Experience serves as JetBlue’s product experience and program lead for the Company’s premium lounge portfolio, acting as the primary point of contact for lounge-related programs, service standards, and business partners. This role ensures consistent, high-quality, brand-aligned customer experience across JetBlue’s lounges at JFK, BOS, and future locations. The Manager balances hospitality excellence with operational feasibility and financial discipline, combining strategic program and product development leadership with hands-on oversight to drive product performance, food safety and quality compliance, and business partner performance across JetBlue’s lounge network. This role maintains constant, end-to-end partnership with the Loyalty Team to ensure lounge programs consistently deliver against JetBlue’s Loyalty objective.
Reporting to the Senior Manager, Onboard, Lounge and Ground Experience, the Manager leads execution across the end-to-end lifecycle of lounge product experience programs, from concept development and partner onboarding through performance monitoring and continuous improvement. The role establishes scalable processes, standards, and innovative approaches that enable strong execution while supporting JetBlue’s premium growth strategy. This role requires strong hospitality literacy, operational discipline, and the ability to build sustainable products and systems that balance product quality, cost, and operational execution, with a leadership style that demonstrates JetBlue’s values of Safety, Caring, Integrity, Passion, and Fun.
Essential Responsibilities:
- Lead lounge product programs and associated workstreams, setting clear priorities, workflows, and expectations to deliver safe, reliable, and brand-aligned lounge product offerings
- Support the development, launch, and ongoing enhancement of JetBlue’s lounge portfolio, translating product and experience concepts into operationally executable programs
- Define, document, and maintain lounge product standards, experience guidelines, and playbooks in partnership with Loyalty and other key stakeholders
- Monitor lounge performance using customer and crewmember feedback, operational metrics, and financial indicators to assess product health and identify risks and opportunities
- Identify, prioritize, and lead continuous improvement initiatives across lounge products to enhance quality, consistency, and customer satisfaction
- Support onboarding of new lounge business partners, ensuring experience expectations, service standards, and performance metrics are clearly defined, communicated, and met
- Collaborate cross-functionally with Loyalty, Design, Airport Operations, Marketing, Brand, Finance, Sourcing, and other relevant stakeholders to ensure end-to-end product experience alignment
- Support Operational Expenditure (OPEX) and Capital Expenditure (CAPEX) planning and expense management for lounge product programs, ensuring alignment with financial targets
- Act as the lounge product experience subject matter expert for Request for Proposals (RFPs), ensuring requirements are clearly defined and operationally executable
- Build and maintain scalable systems, calendars, and operating routines to improve communication, visibility, and consistency across lounge product programs
- Create and manage high-level dashboards that enable leadership to quickly assess lounge product performance, risks, and opportunities
- Own product audit cadence, corrective actions, survey response reviews, and audit program maintenance to ensure standards are met across the lounge network
- Represent the Lounge Product Experience team in cross-functional forums, ensuring customer experience considerations are reflected in decisions and outcomes
- Support the development and engagement of crewmembers and business partner teams through clear expectations, feedback, and collaboration
- Provide leadership, guidance, and development to crewmembers, fostering accountability, process discipline, and continuous improvement
- Other duties as assigned
Minimum Experience and Qualifications:
- Bachelor’s Degree in Hospitality Management, Culinary, Business, or related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
- Five (5) years of experience in hospitality, premium customer experience, or program management with demonstrated ownership of complex initiatives, leadership capabilities with experience supporting multi-location or networked hospitality environments
- Three (3) years of experience managing external business partners or vendors in an operationally complex environment
- Demonstrated ability to design and implement experience standards or product programs across multiple locations
- Strong knowledge of food safety and compliance standards (HACCP or equivalent)
- Experience building and maintaining Business Partner relationships and influencing cross-functional stakeholders, including senior leadership, without direct authority
- Experience balancing customer experience objectives with operational and financial considerations
- Available for domestic and international overnight travel, with frequency to be determined (50%)
- 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:
- Airline, airport, or premium hospitality experience (airline, lounges, hotels, clubs, or similar environments)
- Experience in hospitality, contract catering, or multi-unit hospitality operations supporting premium or branded dining program
- Familiarity with RFP processes, business partner or vendor negotiations, and service-level agreements
- Strong financial acumen, including product pricing alignment, cost analysis, and budget management
- Project management certification (e.g., PMP or equivalent)
- Experience scaling premium experiences while maintaining brand consistency
- Bilingual English/Spanish preferred; additional languages such as French or Dutch are a plus to support JetBlue’s European catering partners
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 (SMS)
- Promote JetBlue’s #1 value of Safety as a Safety Ambassador, supporting JetBlue’s 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 (FAA, OSHA, DOT, etc.) and Company policies, procedures, and risk controls
- Uphold JetBlue’s safety performance metric goals and understand how they relate to 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
- Primary office environment with frequent travel to airport facilities, lounges and kitchens
- Regular exposure to commercial kitchen settings, including hot and cold storage areas, food preparation spaces, and equipment environments
- Airport and aircraft settings with associated noise levels, movement, and operational activity
- Flexibility to work extended hours during menu changeovers, program launches, and operational disruptions
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 $81,000.00 and $136,200.00 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
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