Product Manager Customer Communications

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Location:

Long Island City, NY, 11101;
Orlando, FL, 32827;
Salt Lake City, UT, 84121

Category:
Information Technology

Position Summary

The Product Manager Customer Communications (Operations) reports to the Manager Customer Communications and is responsible for owning the strategy, roadmap, and execution of Jet Blue’s operations-related customer communications, including flight status updates, delays, cancellations, gate changes, and other real-time operational notifications.

This role brings product management discipline to the customer communications domain, ensuring that operational messages are timely, accurate, consistent across channels, and aligned to customer expectations during critical moments of the journey. The Product Manager partners closely with Engineering, Operations, Customer Support, IT, and Data teams to evolve the tools, rules, and workflows that power automated communications across short message service (SMS), email, push, and emerging channels.

As part of the Customer Communications team within Digital and IT, this role focuses on problem-driven delivery, platform scalability, and continuous improvement of operational messaging capabilities. The ideal candidate is comfortable operating in fast-paced, real-time environments, translating complex operational needs into clear product requirements, and balancing customer clarity with technical feasibility.

• Own the product strategy and backlog for operations-related customer communications, including flight status, irregular operations (IROP), and day-of-travel notifications
• Partner with the Manager Customer Communications to execute against the communications platform roadmap, with a focus on operational use cases and reliability
• Lead product discovery for operational communications by collaborating with Operations, Customer Support, Engineering, and Analytics to identify gaps, pain points, and opportunities for improvement
• Translate operational requirements into clear, prioritized product requirements, user stories, and acceptance criteria for Engineering teams.
• Ensure operational messages are consistent, accurate, and synchronized across SMS, email, push, and other supported channels, reducing customer confusion during disruptions.
• Support the design and evolution of rules-driven communication logic, including triggers, escalation paths, suppression rules, and channel prioritization for operational events.
• Collaborate with Engineering and IT partners to deliver scalable, resilient solutions that perform under high-volume operational conditions
• Leverage data, customer feedback, and performance metrics (e.g., delivery rates, latency, customer contacts) to drive continuous improvement of operational communications.
• Participate in testing, validation, and launch readiness for new operational communication capabilities to ensure accuracy and reliability
• Act as a key liaison between operational stakeholders and technical teams, ensuring shared understanding and alignment on priorities and outcomes.
• Support incident response and post-event analysis related to operational communications, identifying root causes and recommending product improvements
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Four (4) years of professional experience in product management, digital platforms, or customer communications within a customer-facing organization
• Experience working with cross-functional teams including Engineering, Operations, and business stakeholders
• Strong understanding of product development processes, backlog management, and iterative delivery
• Ability to translate complex operational needs into structured product requirements
• Strong analytical and problem‑solving skills with attention to detail
• Excellent communication and collaboration skills across technical and non‑technical audiences
• Ability to work in fast‑paced environments with…