Manager Duty Customer Experience

This position will serve as the voice of the  c ustomer 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.

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 duri ng 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

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

Bachelor’s degree in related discipline (Operations Management, Business Administration) preferred but not required

Project