Position Summary

The Product Manager Crewmember Technology - Contact Center is a key member of the Technology Crewmember Technology team, reporting to the Senior Manager, Technology Crewmember Technology Products. This role is responsible for defining the overall product strategy and enhancing JetBlue’s contact center technology systems, including various Software as a Service (SaaS) applications. The Product Manager serves as a subject matter expert on contact center and telephony products, as well as broader industry trends, ensuring JetBlue engages effectively with technology consumers while expanding its value-added services.

The Product Manager will focus on delivering scalable and innovative solutions that contribute to improving both the customer and crewmember experience. This position requires someone adept at managing complex, high-profile projects, driving continuous improvement, and aligning contact center technology with evolving business needs. The ideal candidate will demonstrate strong analytical skills, an ability to navigate shifting priorities, and a commitment to JetBlue’s core values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

• Product Strategy & Roadmap Development: Define and manage the long-term product strategy for JetBlue’s contact center technology systems, including SaaS applications. Develop a rolling eighteen-month roadmap that aligns with business priorities and supports the delivery of key product capabilities.
• Business Partner Management: Serve as the primary point of contact for SaaS business partners, ensuring service level agreements (SLAs) are met, and that solutions are effectively integrated into JetBlue’s technology ecosystem. Participate in the business partner selection processes to ensure SaaS solutions meet technical and business needs.
• Stakeholder Collaboration: Act as a liaison between all internal matrix partners and Technology teams, leading business requirements development and ensuring alignment on priorities, vision, and scope. Collaborate to define and execute a release model that meets the business’s evolving needs. Lead collaborative sessions to gather feedback and translate business needs into actionable requirements for all contact center technology tools.
• Product Lifecycle Management: Oversee the full product lifecycle through the Discover, Define, Develop, and Deliver phases. Ensure features and enhancements are prioritized, executed, and released in alignment with business goals.
• Performance Monitoring & Continuous Improvement: Define and track product performance metrics, including uptime, response times, and user adoption, to ensure SaaS solutions deliver optimal performance. Identify opportunities for continuous improvement and implement enhancements to minimize disruption to business functions.
• Quality Assurance & Risk Management: Participate in acceptance testing and quality control processes to ensure products meet business requirements and are free of defects. Manage risks related to product performance, business partner relationships, and compliance, addressing issues promptly and effectively.
• Alignment & Best Practices: Partner with other Technology Product Managers to ensure consistency in product management processes and best practices across the organization. Align contact center technology efforts with broader Technology goals and initiatives.
• Technology Research & Innovation: Stay informed about emerging technologies and industry trends, recommending innovative solutions for integrating new capabilities into JetBlue’s core business functions. Prototype new tools and processes to support business growth and operational efficiency.
• Compliance & Risk Mitigation: Ensure that all technology solutions comply with JetBlue’s Technology standards and procedures, as well as industry regulations and data privacy laws. Develop risk mitigation strategies for SaaS applications, particularly around data security and system downtime.
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• Three (3) years of experience in Product Management, Airports Products (i.e. Sabre/ Interact, Ticketing, etc.); OR Technology Infrastructure Products (i.e. IDS, Thin Client/Printer, PC, etc.)
• Knowledge of Microsoft Office Suite, including Outlook, Project, Excel, Power Point, SharePoint, Word and Visio
• Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)
• Knowledge of Technology disciplines and interdependencies 
• Strong knowledge of technology trends; industry background
• Ability to rapidly resolve issues and recognize when escalation is necessary 
• Strong business partner management, negotiation and resolution skills 
• Excellent problem solving and structured thinking skills 
• Flexibility, agility and change management 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.).
• Available for occasional overnight travel (15%)
• 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 discipline OR equivalent experience 
• Manages/supports cross-functional, medium-large-scale projects with internal teams and external business partners
• Knowledge of budget processes and ability to manage and track large project budgets
• Knowledge & experience of project cost tracking 
• Knowledge of budget creation and management
• Knowledge of the airline 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 along 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 $90,500.00 and $128,600.00 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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