Director Inflight Excellence

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Location:

Long Island City, NY, US, 11101

Category:
Operations

The Director Inflight Base Excellence partners with the Vice President Inflight Experience to lead the six Inflight bases and ensure consistent delivery of standards, service expectations, crew member engagement, and operational performance across the network. The Director oversees the base leadership teams and maintains a strong in-base presence to stay closely connected to frontline leaders and crew members. The role is accountable for translating strategy into field execution, building a culture of accountability, recognition, and support, and ensuring each base is prepared to deliver safe, reliable, and hospitable operations.

The Director is passionate about developing people, enjoys working in a highly visible field leadership role, and is an effective leader whose personal values match Jet Blue’s values of Safety, Caring, Integrity, Fun, and Passion. The Director is expected to spend at least three days each week in the bases and support as needed during irregular operations and events.

• Develop and oversee strategies and initiatives to improve base performance, crew member experience, and service excellence across the six bases
• Maintain a strong on-site presence in the bases and regularly connect with frontline leaders and crew members through communication, visits, coaching, and observation
• Provide leadership, development, and performance management for assigned base leaders
• Take a significant role in the development of base leaders and crew members to support engagement, growth, goal achievement, and succession planning for the department
• Partner with Inflight Experience, Planning & Operations, Safety, Hospitality Programs, and other business areas to ensure alignment, communication, and teamwork across disciplines
• Ensure team readiness for response to irregular operations, disruptions, and emergency events
• Use data and field feedback to identify trends, strengthen accountability, and improve performance, consistency, and customer impact across the network
• Support and reinforce recognition and hospitality programs in partnership with other work groups
• Engage in Leadership Flying during various opportunities such as: assisting the operation during
  
  Irregular Operations (IROPs), recognizingcrewmembersfor outstanding performance and/or dependability, or to build connections with frontlinecrewmembers
• Other duties as assigned

• Bachelor’s Degree in Business or related field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience
• Seven (7) years of experience leading large, complex organizations and teams
• Knowledge of the regulatory aircraft environment, including the FAA
• Knowledge of other functions within the airline and their role, including all touch points for the Customer experience
• Must qualify and maintain currency as a Jet Blue Inflight Crew member
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• Available for frequent overnight travel (70%) including presence in Inflight bases three days per week
• Able to work flexible hours and be available for an emergency response on short notice
• Candidates must complete an assessment that evaluates the job qualifications/characteristics of Customer Service, Dependability, and Safety Orientation using AI- or statistically based scoring.
• Must pass 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

• Experience managing a budget
• Managing a team over a broad region
• Leading a full project or initiative, including presenting recommendations to senior leadership
• Leading an operation in a field-based, high-visibility environment
• Overseeing customer and crew member engagement or recognition strategies and initiatives
• Experience developing leadership talent and succession plans
• Experience using data, quality insights, and performance trends to drive improvement
• Building cross-functional partnerships across operations, safety, training, labor, and hospitality
• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional…