Title:  Senior Manager Customer Recovery

Position Summary

The Senior Manager Customer Recovery leads the Customer Recovery team within the System Operations Center (SOC), ensuring cross functional, coordinated customer recovery execution during disruptions fand focused on delivering excellent customer recovery results. This role provides day-to-day leadership across SOC–Customer Recovery, driving operational excellence through clear priorities, rapid response, and consistent follow-through across shifts and partner teams.

This role reports to the Business Continuity, Emergency Response, and Customer Recovery Director. The Customer Recovery Senior Manager serves as the primary day-to-day execution and oversight lead for the SOC Customer Recovery team, translating the Customer Recovery operating model into repeatable frontline execution across shifts. This role drives cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology partners to remove blockers, maintain execution integrity, and strengthen recovery performance over time.

As a senior operational leader, the Senior Manager is responsible for performance management, standards adoption, operating cadence, and continuous improvement, with an emphasis on anticipating disruption impacts on customers, enabling consistent execution of customer recovery actions, and translating performance insights into actions that improve customer outcomes.

Essential Responsibilities

• Lead day-to-day Customer Recovery execution during disruptions, setting priorities and coordinating actions across SOC-Customer Recovery
• Serve as the escalation point for critical customer recovery decisions, ensuring risks/tradeoffs are surfaced early, decisions are documented, and actions are closed
• Lead and oversee the Customer Recovery Communications, Product, and Programs & Standards teams, ensuring their work supports recovery execution and continuous improvement
• Oversee customer recovery communications strategy and execution during disruptions, ensuring timely, clear, and consistent customer-facing messaging aligned with operational needs
• Guide and inform Product and Data/Analytics priorities by translating customer recovery needs and performance insights into actionable product requirements, reporting, and decision support
• Oversee customer recovery manuals, playbooks, and standards to ensure they remain current and are applied consistently across the workgroup
• Oversee shift scheduling and staffing for the Customer Recovery, ensuring reliable 24/7 operational coverage and leadership continuity across shifts
• Run the real-time operating cadence (huddles, escalation routines, post-event reviews) to drive pace, clarity, and cross-team alignment
• Drive cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology to remove blockers and maintain recovery integrity
• Drive recovery performance leveraging data and analytics related to customer recovery operations, translating trends into prioritized actions and corrective measures
• Strengthen recovery processes and standards through continuous improvement, oversight over playbook/standards upkeep, and consistent communication practices embedded across shifts and with Airports, Inflight, Customer Support, System Operations
• Support labor and cost visibility in collaboration with FP&A, including budgeting inputs and operating assumptions as needed
• Develop and lead the team, providing coaching, guidance, and accountability to build capability and a strong leadership pipeline
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s Degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Six (6) years of experience in airline operations, SOC/IOC environments, disruption management, or comparable real-time operational leadership roles
• Three (3) years of experience in a leadership role (Manager level or above), including performance management and team development
• Demonstrated ability to lead cross-functional execution under time pressure through prioritization, escalation, and accountability
• Strong written and verbal communication skills with the ability to synthesize quickly and communicate priorities, risks, and decisions clearly
• Able to work flexible hours and rotating shifts aligned to 24/7 operating needs, including availability during major disruption events
• 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
• Traditional office environment
• Ability to work flexible hours aligned to 24/7 operating needs and be available during major disruption events
• Occasional travel as required

Preferred Experience and Qualifications

• Experience leading cross-functional initiatives to enhance efficiency and drive performance
• Experience establishing operating cadence, escalation models, and post-event review disciplines
• Experience collaborating with data and analytics functions to generate insights, inform operational decision-making, and drive continuous improvement
• Experience overseeing customer communications strategy and execution in an operational environment, ensuring clear and timely customer-facing messaging preferred
• Experience governing standards, playbooks, and training readiness in an operational environment
• Experience partnering with Technology/Product teams on requirements definition, prioritization, and operational rollouts

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
• Models leadership behaviors aligned to JetBlue values (Safety, Caring, Integrity, Passion, Fun)
• Demonstrates high ownership, reliability, and accountability for customer recovery outcomes
• Maintains a customer-first mindset and drives consistent execution quality across the organization
• 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 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))
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Responsible for ensuring crewmembers have requisite training, resources and support to achieve safety objectives
• 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

• Operations center environment with extensive computer-based work and time-sensitive coordination

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 $111,400.00 and $156,600.00 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.