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Manager Duty Customer Experience

JetBlue Airways Corporation • Long Island City, NY, US • 2d ago

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 ManagerCEX 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.