Manager Duty Customer Experience

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 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 work groups 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 “Jet Blue 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 Jet Blue’s Customer Service Plan through daily oversight and auditing
• Take a significant role in the development of crew members 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 Management experience
• Ability to handle highly complex decision-making through the establishment and review of broad/department/business objectives
• Strong analytical abilities

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to…