Title:  Director Inflight Operations

Position Summary

The Director Inflight Operations partners with the Vice President Inflight Experience to develop and execute programs and ensure the day-to-day delivery by JetBlue’s ~6,500 Inflight Crewmembers. The Director must ensure that all Crewmembers are operating Safety, executing on service expectations, and meeting performance targets. The Director will oversee a team of base leaders, as well as a 24/7 operational management team in the System Operations Center. The Director is passionate about delivering outstanding customer service and enjoys providing regular support, guidance and appreciation for others. The Director is comfortable having a public profile, speaking with people at various levels within and outside of the organization and using appropriate interpersonal styles to gain acceptance of ideas or plans. The Director is resilient and is an effective leader whose personal values match JetBlue’s values of Safety, Caring, Integrity, Fun, and Passion. Ultimately, all JetBlue Inflight Crewmembers will report into the Director, and the Director is their advocate and cheerleader. Expectation for travel is at least 70%; and support as needed 24/7 during irregular operations and events

Essential Responsibilities

• Develop and oversee strategic plans and initiatives to improve the Crewmember Experience and foster service excellence
• Deliver leadership support and stay connected to frontline Crewleaders and Crewmembers through regular communication and visits to all BlueCities
• Provide leadership, development and performance management for assigned Crewleaders
• Take a significant role in the development of Crewmembers and Crewleaders to support the engagement, growth, goal achievement, and development of the succession plan for the department
• Ensure team readiness for response to significant irregular operations and emergency events
• Collaborate with other business areas in improving communication and teamwork to drive efficiencies
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s Degree in Business or related field; OR a demonstrated capability to perform job responsibilities with a High School Diploma/GED and four (4) years of relevant work experience
• Seven (7) years of leadership experience in customer service or operations
• 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
• Available for frequent overnight travel (70%)
• Able to work flexible hours and be available for an emergency response on short notice
• 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

Preferred Experience and Qualifications

• Experience managing a budget
• Managing team over a broad region
• Managing a full project or initiative, including presenting recommendations to senior leadership
• Leading an operation
• Overseeing positive customer and Crewmember relations strategies or initiatives

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety concerns, issues, incidents or 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) or Safety Action Report(SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities

Equipment:

• Computer and other office equipment

Work Environment:

• Normal Office Environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position is between $165,000 and $200,000 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.

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