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Senior Manager Voice Collab & EUC

JetBlue Airways Corporation • Salt Lake City, UT, US • 1d ago

Position Summary

Lead Digital Workplace services that enable how crewmembers work, communicate, and collaborate. This role owns endpoint engineering & MDM, collaboration platforms (Teams/O365, Zoom, messaging), voice platforms (VoIP, contact center integrations, PSTN/SIP interconnect), and productivity data protection. The role balances user experience transformation (adoption, modern UCaaS) with 24/7 operational reliability.

Essential responsibilities
- Own End User Computing & MDM: device lifecycle management (Windows/macOS/mobile), image pipelines, automated provisioning, remote support tooling, and endpoint security integration (EDR, disk encryption).
- Run Collaboration Platforms & Office365: tenant architecture, Teams/Exchange/SharePoint governance, lifecycle, policy/retention, identity integration (SSO/SCIM/Azure AD).
- Operate Voice Platforms: IP telephony, SBC, session routing, contact center integrations (AWS CCaaS or equivalent), PSTN connectivity, and quality of service (QoS) monitoring.
- Drive digital workplace transformation: modern device strategies, remote/office hybrid UX, and adoption programs that measurably improve productivity metrics.
- Ensure user-impacting SLAs and incident playbooks; partner with Reliability & Ops for major incidents and outage communications.
- Enforce collaboration data protection and compliance: DLP, retention, eDiscovery, and regulatory requirements.
- Implement observability for user experience (call quality, endpoint health telemetry) and integrate with monitoring/incident response systems.
- Manage vendor relationships (device OEMs, UCaaS providers, MDM platforms) and license optimization.
- Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement.
- Other duties as assigned.
Minimum qualifications
- Bachelor’s Degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience.
- Six (6) years in EUC/UC/Collaboration engineering.
- Hands-on experience with MDM platforms (Intune, JAMF), Office365 tenant administration, Teams voice architectures, and contact center platforms.
- Strong understanding of endpoint security, identity, and productivity tooling.
- Available for occasional overnight travel (10%)
- 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 driving device standardization programs, remote workforce enablement, and user adoption frameworks.
- Knowledge of compliance/regulatory requirements for data retention and eDiscovery.
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, Fun and Passion.
- Must fulfill safety accountability 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:
- Computer and other office equipment.
Work Environment:
- Traditional office environments.
- Remote – Monthly office days in Long Island City, Queens, New York
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 $134,600.00 and $210,100.00 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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