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Title:  Manager IT Loyalty Technology Support


Long Island City, NY, US, 11101

Req ID:  52822
Category:  Information Technology

Position Summary:

The Manager, IT Loyalty Technology Support is the point of contact for all strategic and tactical solutions for the designated business area. The Manager is responsible for supporting improvement initiatives, projects and ongoing IT services, project delivery and business partner management. The Manager leads, coaches and develops a team of crewmembers focused on solution delivery and/or operational support. The Manager will be involved in operational support of all solutions and or applications within scope of responsibility.


The Manager is comfortable with maintaining a public profile and building relationships throughout the organization. The Manager is also able to change priorities and focus to meet business demands, excels when working on complex projects, is motivated to deliver results and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.

Essential Responsibilities:

    • Function as the point of contact for all strategic and tactical solutions for Loyalty. 
    • Lead, coach and develop a team of crewmembers focused on operational support. 
    • Manage partnerships to develop and deliver an IT Strategy and an annual plan to support the business functions aligned to the area of responsibly including a solution and or application roadmap.
    • Act as the escalation point for operational support to assigned portfolio applications with around the clock accessibility. 
    • Responsible for establishing, tracking and improving key product metrics and Key Performance Indicators (KPIs) for the portfolio of products in their purview. 
    • Responsible for support initiatives, projects and ongoing IT services, project delivery and business partner management. 
    • Responsible for developing, maintaining and reporting a financial and resource plan for their area of responsibility. 
    • Manage the IT and assigned Business unit relationship ensuring that clear and concise requirements are understood and agreed service levels are maintained. 
    • Manage a "portfolio" of applications / solutions from conception to retirement.
    • Partner with Strategic Sourcing organization to negotiate Business Partner contracts and service level agreements which aligns with business unit’s requirements and expectations. 
    • Manage production and non-production environments through change control management. 
    • Ensure that JetBlue IT and business standards and procedures are maintained in accordance with Company, audit, security and regulatory requirements.
    • Ensure continued accountability for product and services delivery within assigned business units and across IT. 
    • Partner with other IT Managers to ensure alignment and drive efficiencies. 
    • Provide direct or indirect oversight of delivery teams for applicable portfolio initiatives.
    • Take a significant role in leading and coaching direct team and/or indirect Crewmembers to support their engagement, growth and development of Succession plan for the IT department. 
    • Other duties as assigned.

Minimum Experience and Qualifications:

    • Bachelor’s Degree in Computer Science, Computer Engineering, or 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 related work experience
    • 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 (Project Management Body of Knowledge (PMBOK), Microsoft Solutions Framework (MSF), SEI, Agile Methods, Rational Unified Process (RUP)) 
    • Three (3) years’ experience in software development and/or production support services
    • Three (3) years’ experience with portfolio management, project delivery and business partner management
    • Available for moderate overnight travel (up to 35%)
    • In possession of travel documents with the ability to travel in and out of the United States  
    • Able to work flexible hours and be available for emergency response on short notice
    • Able to pass a pre-employment drug test
    • Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications:

    • Master’s Degree in Computer Science, Computer Engineering or related discipline
    • Experience managing a cross-functional team (multiple business and IT areas)
    • Experience managing operational initiatives, including presenting recommendations to senior leadership
    • Experience working in an Agile/SAFe environment
    • Thorough knowledge of Loyalty business operations, objectives and strategies
    • Exposure to JetBlue’s IT disciplines and interdependencies and business units and how their needs drive IT strategy

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, Fun and Passion
  • 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 security 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

Physical Effort:

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


  • The base pay range for this position is between $118,800.00 and $177,100.00 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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