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Title:  Manager Crew Services Duty


Long Island City, NY, US, 11101

Req ID:  55492
Category:  Operations



Position Summary

The Crew Services Duty Manager ensures the safe, timely and efficient management of the Crew Services operation. The Manager ensures the team coordinates across departments to resolve crew related operational issues with an emphasis on anticipating and planning for disruptions as well as a safe, efficient and timely recovery plan. The Manager ensures that the Supervisors and team maintain the highest level of customer service while coordinating with other departments and communicating with crewmembers.

Essential Responsibilities

  • Collaborate with the Manager System Operations Center on anticipated system disruptions and the planning and execution of cancellations and recovery plans
  • Oversee and manage the workflow, and function assignments, of all Crew Recovery Coordinator and Scheduler resources on a shift to ensure the safe, efficient and timely crewing of all open flying, all crew disruptions and crew recoveries especially during an Irregular Operation (IROP)
  • Ensure that all timelines for processing daily assignments and trip trade awards are met
  • Manage the uniform application of the Federal Aviation Regulations (FAR’s), the Flight and Inflight Collective Bargaining Agreements (CBAs) and company policies and procedures
  • Manage the daily trip allocation process and reserve utilization for both Flight and Inflight crewmembers
  • Report any IT issues that affect the operation
  • Coordinate with the Chief Pilots Office and Inflight Leadership when necessary to resolve operational crew conflicts
  • Work with the General Manager and the Director to execute a long-term strategy for the Crew Services department
  • Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement by establishing clear performance expectations and accountability for crewmembers, and lead daily crewmember coaching sessions
  • Work with departmental Managers on process establishment and improvement
  • Other duties as assigned by Crew Services Leadership

Minimum Experience and Qualifications

  • High School Diploma or General Education Development (GED) Diploma
  • Five (5) years of airline experience
  • Two (2) years of experience within Crew Services or equivalent experience
  • One (1) year in a Crew Recovery role or equivalent experience
  • One (1) year in a leadership role
  • Successful completion of pre-employment math assessment
  • Proficient with the Microsoft Office suite
  • Strong verbal and written communication skills
  • Ability to multi-task
  • Excellent organizational skills
  • Ability to work independently with a sense of urgency and attention to detail
  • Ability to research and analyze data and turn it into recommendations
  • Strong critical thinking, decision making and leadership abilities
  • Through understanding of the Federal Aviation Regulations (FAR) Part 121 and 117
  • Available for occasional overnight travel (10%)
  • Must pass 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 is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

  • Bachelor’s Degree
  • Strong Customer Service skills
  • Experience with automated Crew Management Systems

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 and/or 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


  • Computer and other office equipment

Work Environment:

  • Traditional office environment
  • Flexible work schedule to support the 24/7 operation
  • Work a combination of eight (8) to twelve (12) hour shifts with staggered days off
  • Subject to work evenings, weekends and holidays with rotating days off

Physical Effort:

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


  • The base pay range for this position is between $81,000.00 and $136,200.00 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.

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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