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Title:  VP Inflight Experience

Location: 

Long Island City, NY, US, 11101

Req ID:  32902

The Vice President Inflight Experience is responsible for maintaining the highest Inflight service standards while striving for constant organizational improvements, business process refinements, and operating efficiencies.  The Vice President Inflight Experience leads the Inflight team that is dedicated to preserving the culture for our Crewmembers, consistently delivering the highest level of safety and service to our Customers, ensuring a balanced focus on hospitality, cost, and operational effectiveness while developing a strong pipeline of frontline and leadership talent in the department. The Vice President has the responsibility and authority for management and oversight of all cabin operations activities, including onboard catering operations. In addition, they are accountable to the COO and CEO to ensure the safety and security of all Inflight Crewmembers as well as to maintain the overall safety and security of cabin operations.
The Vice President is a high involvement leader and influences others by creating a participative and empowered environment, including the maintenance of a productive relationship with JetBlue TWU leadership. The Vice President is resilient, thrives when working under pressure in a non-routine environment, partners effectively across workgroups, and promotes personal values that ma tch JetBlue’s Values of Safety, Caring, Integrity, Fun, and Passion.


Essential Responsibilities
• Partner with Executive Leadership to convert business goals and strategies into actionable and effective business plans pertaining to Inflight service operations (including oversight for the execution of the Commercial Strategy onboard the aircraft, Net Promoter Scores for Customers and Crewmembers, Airport Operations, Crew Planning, Flight Operations, Maintenance, System Operations Center (SOC), Operations Planning and Analysis, and Legal, Safety and Regulatory Compliance)
• Collaborate with other business areas in improving operations, efficiencies, communication, and teamwork across the airline
• Evaluate operational requirements and establish the infrastructure necessary to achieve departmental goals while committing to best practices for continuous improvement
• Develops processes and systems to ensure Inflight Crewmembers understand and deliver hospitality to Customers
• Develops strong, honest and trusting relationships with frontline Crewmembers and union leaders including maintaining our open door policy to effectively manage Crewmember commitments.
• Communicate effectively with internal and external audiences regarding JetBlue’s strategy and engage them through multi-directional communication channels, including Inflight intranet site, quarterly leadership calls, Inflight grapevine, product and service updates, and safety and regulatory updates
• Monitor and control the department’s financial performance by overseeing the Inflight Service Annual Operating Budget and work with operation performance on staffing required. Ensure appropriate coordination with all applicable Crew Services functions
• Ensure cabin operations are conducted in accordance with applicable safety and security regulations and standards and ensure safe practices are embedded within the departmental infrastructure
• Ensure appropriate trainings and policies and procedures are maintained
• Ensure team readiness for response to significant irregular operations and emergency events
• Take a significant role in the development of crewmembers to support the engagement, growth, goal achievement and development of the succession plan and for the department
• Other duties as assigned Minimum Experience and Qualifications
• Ba chelor’s Degree OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous experience.
• Ten (10) years leadership experience in customer service or operations
• Experience in a regulatory airline environment with exposure to FAA and FAR 121 (Commercial Airline Governance)
• Ability to hold an FAA Inflight certificate and remain Inflight qualified through initial and recurrent training
• Available for frequent overnight travel (up to 80%)
• Able to work flexible hours and be available for an emergency response on short notice
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located


Preferred Experience and Qualifications
• Bachelor’s Degree
• Ten (10) years inflight service experience
• Knowledge of airline functions, including all touch points for the onboard experience
• Managing large geographically dispersed field organization
• Managing a budget and operating plan
• Managing leaders and communication over a broad region
• Managing a full project or cross-functional initiative and presenting to senior leadership
• Leading an operation during irregular operations, including emergency events and overseeing crisis communication


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 a s prescribed by JetBlue’s Safety Management System
• Promote JetBlue’s #1 value of safety as a Sa fety 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


Equipment:
• Computer and other office equipment


Work Environment:
• Normal Office Environment


Physical Effort:
• Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently.

 

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

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