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About the Role

This position serves as the voice of the customer in the System Operations Center (SOC), influencing decisions during disruption planning, execution, and recovery. The Manager CEX Duty is responsible for all customer facets of day-to-day operational tasks, ensuring quality, efficiency, and consistency in operational policies and standards. This role ensures team success in operational targets and goals and coordinates real-time disruption events, executing customer recovery efforts and mitigating operational challenges.

Responsibilities

Partner with operational teams to identify operational challenges and proactively develop recovery strategies for impacted customers, ensuring quality customer service and compliance with the Customer Recovery Plan.
Coordinate with Operational workgroups to support daily operations and customer experience, including fee waivers, extra section recommendations, cancellation impact, misconnects processing, and service experience impact.
Assess, execute, and communicate operational decisions to teams responsible for disruption recovery, ensuring safety, quality customer experience, and sound economics.
Oversee and manage the workflow and assignments of customer disruption recovery focused roles.
Serve as a key leader to Customer Service Coordinators to ensure teams execute and communicate recovery plans.
Request, edit, and ensure 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, or customer issues.
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.
Ensure 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.
Undertake ad-hoc projects to improve team morale, process, and procedures.
Perform other duties as assigned.

Requirements

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.

Skills

Microsoft Office Suite
Verbal communication
Written communication
Organization
Management
Creative thinking
Working under pressure
Teamwork
Independent work
Urgency
Attention to detail
Leadership
Interpersonal skills
Project Management
Analytical abilities

Location

Long Island City

Work Type

Full-time
Onsite

Experience Level

Leadership experience
Airline operational experience

Education Level

High School Diploma or GED
Bachelor’s degree in related discipline (Operations Management, Business Administration) preferred

Salary/Compensations

$83,000.00 - $125,000.00 per year

Benefits

Performance bonuses
Restricted stock units
Healthcare benefits
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

About the Company

JetBlue culture
JetBlue values of Safety, Caring, Integrity, Passion and Fun
JetBlue’s Safety Management System (SMS)

Equal Opportunity

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.