Title:  Manager Loyalty Customer Experience

Position Summary:
The Manager, Loyalty Customer Experience is responsible for managing the day-to-day functions of the TrueBlue program. This role will support the broader Loyalty organization by setting the vision for TrueBlue program benefits, program structure, and overall experience. This role will ensure that program benefits are compelling, that program structure is clearly communicated and that program experience is consistent throughout the travel ribbon. Through this candidate’s work, JetBlue will look to offer a compelling TrueBlue program that appeals to all types of JetBlue customers.

Essential Responsibilities:
•    Plan member benefits for TrueBlue and Mosaic customers within the TrueBlue loyalty program
•    Analyze usage and cost/benefit of existing and newly proposed TrueBlue member benefits
•    Educate new potential members about the benefits of the TrueBlue program
•    Develop strategies to re-engage lapsed TrueBlue members
•    Encourage new sign-ups to the TrueBlue program via clear value communication
•    Work with internal matrix partners to ensure a consistent experience for TrueBlue members both on the web, app, and while traveling
•    Identify and analyze industry trends and benchmark TrueBlue against competing programs to ensure competitiveness
•    Evaluates and recommends new ways to create customer loyalty 
•    Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
•    Other duties as assigned 

Minimum Experience and Qualifications:
•    Bachelor’s degree in Business, Economics, Finance, Statistics, Marketing, or a related field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience 
•    Five (5) years of airline, loyalty, finance or commercial experience 
•    Strong proficiency in using SQL, Microsoft Office, especially Outlook, Excel and PowerPoint 
•    Strong analytical and problem-solving skills
•    Ability to manage multiple competing priorities in a fast-paced environment
•    Comprehension of loyalty program space
•    Ability to build relationships and work across all levels and influence with impact
•    Available for occasional overnight travel (10%)
•    Must be in possession of valid travel documents with the ability to travel in and out of the United States
•    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:
•    Expert in data analytics and visualization software (Tableau, etc.)  
•    Ability to cultivate a broad understanding of the entire TrueBlue program including marketing, operations, metrics, financials/liability, customer service and training 
•    Knowledge of airline industry trends and travel technology

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 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
•    The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:
•    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) 

Compensation:
•    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.