Title:  Product Analyst Distribution Technology

Position Summary

The Product Analyst Distribution Technology is responsible for supporting and improving JetBlue’s airline distribution platforms, corporate sales enablement tools, and airline partnership technologies. This includes traditional Global Distribution System (GDS) and Online Travel Agency (OTA) channels, emerging New Distribution Capability (NDC) initiatives, B2B corporate booking and servicing capabilities, and technical integrations related to interline, codeshare, and alliance partners.

The Product Analyst will manage a variety of tasks ranging from coordinating all testing in conjunction with the Technology Quality Assurance (QA) team, defect management across all environments, and troubleshooting incident and problem management in the production environment. The role also includes working with data-driven insights to ensure seamless end-user experiences for our customers distribution partners, corporate clients and alliance carriers. The Product Analyst collaborates closely with the Product Manager, engineering teams, and internal/external matrix partners to deliver high-quality products aligned with strategic business goals.

The Product Analyst Distribution Technology will be  passionate about optimizing the customer and airline partner experience. The Product Analyst strives for continuous process improvements, reducing incident impacts, and ensuring high-quality testing and product releases. The Product Analyst will also maintain deep knowledge of business processes, testing methodologies, automation strategies, and security compliance.

Essential Responsibilities

• Reviews product release notes, creates test scenarios, and manages user acceptance testing tasks and resources for GDS, OTA, and NDC distribution platforms, corporate sales and airline partnership technologies.
• Liaises with Product Manager and business matrix partners (including Distribution, Sales and Alliance teams) to understand testing results, defects, and gather necessary approvals.
• Manages defects across all distribution environments, ensuring defects are resolved, tested, and released.
• Liaises with Business Subject Matter Experts to maintain knowledge of business processes, policies, and procedures across distribution, corporate sales and partnerships domains.
• Supports incident and problem management by troubleshooting, resolving issues, and documenting necessary findings.
• Performs regular QA testing for products and partners with the internal QA team to ensure automated testing scripts are implemented when possible.
• Assists in the creation of change management documentation and supports deployments to ensure a smooth transition into production environments.
• Collaborates with data and analytics teams to analyze metrics for optimizing product performance and identifying trends.
• Gathers and analyzes end-user feedback to ensure products deliver a seamless, intuitive experience for crewmembers.
• Seeks opportunities for continuous improvement by exploring innovative technologies.
• Supports the larger Crewmember Technology team with ad hoc research projects and other assigned tasks.
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• One (1) year of analytical experience
• One (1) year of testing or incident management work experience with technical troubleshooting and problem-solving skills
• Ability to rapidly resolve issues and recognize when escalation is necessary 
• Knowledge of Microsoft Office Suite, including Outlook, Project, Excel, Power Point, SharePoint, Word and Visio
• Must be able to work under pressure and meet deadlines
• Ability to multi-task
• Customer-focused
• Strong sense of urgency and attention to detail
• Available for 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 in a related field or equivalent experience
• One (1) year of experience in airline distribution or revenue management and pricing related field
• Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)
• Knowledge of Technology disciplines and interdependencies working knowledge of HTML, CSS and other web programming languages
• Previous experience in the airline or call center industry

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
• 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)
• 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 with the ability to work remotely

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 $52,000.00 and $72,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include 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.

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