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Title:  Manager Loyalty & Personalization Programs


Long Island City, NY, US, 11101

Req ID:  25722

Position Title: Manager, Loyalty & Personalization Programs


Position Summary:

The Manager, Loyalty & Personalization Programs plans, coordinates, and manages a portfolio of projects in the Loyalty & Personalization team, including Deep Blue, the multi-year Loyalty & Personalization Transformation Program. With the guidance of the Director, Loyalty Program Development, the Manager partners with leaders on the Loyalty team to oversee all aspects of the projects from start to finish, including project team definition, project planning, documentation, contract and budget management, full project execution, tracking, reporting, rollout, interfacing with training and support groups, and program communication. The Manager also works closely with Vice President Loyalty & Personalization and Director Loyalty Program & Partnerships to align budgets, staffing, prioritization, roadmaps, and ongoing process improvements across the program and product portfolio.


Essential Responsibilities:

· Demonstrate exceptional partnership skills with business owners from the Loyalty team, cross-functional stakeholders, and business partners

· Manage a "portfolio" of projects working with multiple Managers from start to finish including project initiation, planning, execution, tracking, control, and closure

· Manage program funding including business case submissions, forecasts, auditing and capitalizing spend across the portfolio

· Support program portfolio coordination, including roadmaps, communication, sequencing and prioritization

· Work closely with matrix partners across the organization including but not limited to IT, Customer Support, Airports, Inflight, Revenue Management and Accounting to ensure all aspects of the program are being tracked and built with stakeholder alignment

· Closely tracks goals progression across the portfolio, including benefits delivery, metrics, and overall strategy execution

· Partner to develop and deliver a strategy and an annual plan to support the business functions aligned to the area of responsibility including providing input into the Marketing plan

· Responsible for developing, maintaining and reporting a financial and resource plan for their area of responsibility.

· Act as the escalation point for key risks associated with any workstream within the program portfolio

· Ensure weekly reporting of project health, progress, key risks and issues as well as mitigants for all projects within the portfolio

· Support and execute on a Governance and Steering Committee structure with the guidance of the CI/PMO team

· Ensure work practices are in line with all audit, security and regulatory requirements and company policies

· Partner with other Loyalty & Personalization managers to ensure alignment and drive efficiencies and continued accountability for key workstreams and projects within the portfolio

· Provide direct or indirect oversight of delivery teams for applicable portfolio initiatives

· Other duties as assigned


Minimum Experience and Qualifications:

· Bachelor’s Degree in a related discipline

· Five (5) years project management experience

· Two (2) years of Airline, Loyalty, Personalization, or Strategy experience

· Demonstrated leadership through project/team management

· Knowledge of Microsoft Office Suite, including Outlook, Project, Excel, Word and Visio

· Knowledge of budget processes

· Strong interpersonal, leadership and managerial skills including the ability to motivate others

· Ability to work well with others and complete tasks with minimal supervision

· Ability to work effectively with all levels and in diverse environments

· Ability to manage risk

· Excellent verbal and written communication skills

· Ability to tailor communication style to different audiences, and to exercise good judgment in frequency and nature of communications to different parties (senior management, stakeholders, team members, etc.)

· Ability to manage multiple projects and clients simultaneously

· Able 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


Preferred Experience and Qualifications:

· Awareness of and experience with industry standard project management and development methodologies


Crewmember Expectations:

· Regular attendance and punctuality

· Potential need to work flexible hours and be available to respond 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

· 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



· 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)

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

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