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Title:  IT Manager Self-Service Products, MYB


Long Island City, NY, US, 11101

Req ID:  45542

IMPORTANT UPDATE:  Every decision JetBlue has made throughout the pandemic has been with our safety value front and center. Whether it’s requiring masks, or many of the other health and safety protocols we’ve had to navigate during the pandemic, all of these efforts have been focused on making the workplace and air travel safer for you and our Customers. As part of our commitment to health and safety, COVID-19 vaccines are required for all JetBlue employees. New hire employees must be fully vaccinated prior to the start of training.

Position Summary

The IT Manager Self-Service Products will oversee the team that owns the strategy for and delivery of JetBlue’s customer facing Manage Booking priducts. They will ultimately be responsible for enhancing our MYB experiences for customers across all channels including web, mobile and mobile app, and ensuring the MYB products and experience helps to achieve JetBlue’s overall strategic goals.

Essential Responsibilities

  • Lead a team consisting of a Product Manager, Project Manager, Business Analysts, and a Production Support Associate Analyst focused on delivery of self-service product enhancements
  • Work with the team to devise creative solutions to deliver an optimal customer post-booking experience for JetBlue customers
  • Drive JetBlue’s MYB experience strategy
  • Responsible for establishing, tracking and improving key product metrics and KPIs for the MYB
  • Focus on improving key metrics, including successful PNR servicing rate, performance and improving check-in customer experience negative feedback through improvements and enhancements to the products
  • Ensure delivery of initiatives on the Self-Service team’s roadmap
  • Work with internal matrix partners to drive overall JetBlue business goals through self-service products
  • Builds strong relationships within JetBlue to understand the business challenges and opportunities
  • Oversee the budget for the self-service products portfolio
  • Focus on continuous improvement of check-in design and development process
  • Mentor and coach team of direct reports
  • Manage several business partners relationships
  • Other duties as assigned

Minimum Experience and Qualifications

  • Bachelor’s degree in Computer Science, Computer Engineering or related discipline followed by
  • Five (5) years progressively responsible professional experience in an IT/Business liaison role managing relationships with business customers
  • Three (3) years’ experience managing large portfolios or operating budgets and delivering large scale IT projects
  • Three (3) years’ experience with portfolio management, project delivery, and business partner management
  • Ability to work across all levels and influence with impact
  • Ability to supervise other Crewmembers and work collectively as a team
  • Strong presentation skills and experience working with and presenting to executives
  • Strong analytical and problem-solving skills
  • Excellent organizational skills
  • Available for moderate overnight travel (up to 35%)
  • Able to pass a ten (10) year background check and pre-employment drug test
  • Legally eligible to work in the country in which the position is located

Crewmember Expectations:

  • Regular attendance and punctuality
  • Able to work flexible hours and be available for emergency response on short notice
  • Well-groomed and 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


  • 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)





JetBlue Airways is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City

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