New

Manager Duty Customer Experience

JetBlue
life insurance, 401(k)
United States, New York, Long Island City
Jul 23, 2026
Position Summary: This position will serve as the voice of thecustomer 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 ManagerCEXDutyis responsible forall customer facets of day-to-day operational tasks. The ManagerCEXDuty ensures quality, efficiency and consistency in the execution and implementation of operational policies and standards.TheManager CEXDutyis responsible forteam success of operational targets and goals and ensures coordination for allreal timedisruption events. The ManagerCEXDutyis responsible forthe execution of customer recovery efforts and working closely with operational teams to mitigate operational challenges that arise. This role reports directly to the Director,BusinessContinuityand Emergency Response. Essential Responsibilities: Partner with operational teams toidentifyoperational challenges and proactively develop recovery strategies forimpactedcustomers, ensuring that the quality of Customer Service is in-line withcustomer expectations and compliant with our Customer Recovery Plan Coordinate with Operational workgroups to support the daily operation andcustomer experience, including but not limited to fee waivers, extra section recommendations, cancellation impact, misconnects processing, service experience impact Assess,executeand communicate operational decisions to teams responsible for handling disruption recovery, while ensuring safety, the quality of the "JetBlue 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 theCustomer Service Coordinatorsto ensure teams are executing and communicating recovery plans Responsible forrequesting, editing, and ensuring that real-time operational customer communications are published or delivered Create,communicateand executecustomer recovery plans during disruptions caused by weather, air-traffic control (ATC), maintenance, security disruptions, orcustomer 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 willimpactstaffing 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 Takea significant role in the development ofcrewmembers to support their engagement, growth, and goal achievement Ad-hoc projects to improve team morale,processand procedures Other duties as assigned Minimum Experience and Qualifications: High School Diploma or General Education Development (GED) Diploma One (1) yearofLeadership 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 Mustpass 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 isrequired. This position is not eligible for visa sponsorship Preferred Experience and Qualifications: Bachelor's degree in related discipline (Operations Management, Business Administration) preferred but notrequired Project Management experience Ability to handlehighly complexdecision-making through the establishment and review of broad/department/business objectives Strong analytical abilities Crewmember Expectations: Regular attendance and punctuality Potential need to work flexible hours and be available to respond onshort-notice Able tomaintaina professional appearance Be willing to travel as needed for training and company sponsored meetings When working or traveling on JetBlue flights, and if timepermits, all capable crewmembers are asked toassistwith light cleaning of theaircraft Must bean appropriate organizationalfit for the JetBlue culture, that is,exhibitthe JetBlue values of Safety, Caring, Integrity,Passionand Fun Must fulfill safety accountabilitiesas prescribed byJetBlue's Safety Management System Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, SafetyPolicyand behavioral standards Identifysafety and security concerns, issues,incidentsor 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,proceduresand 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. Equipment: Computer and other office equipment Work Environment: Operations center environment Physical Effort: Generally notrequired, or up to 10 pounds occasionally, 0 poundsfrequently. (Sedentary) Compensation: The base pay range for this position is between $83,000.00 and $125,000.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 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, and more.