Title:  Analyst Customer Support Standards and Programs

Position Summary

The Customer Support Standards and Programs Analyst will assist the day to day execution of interdepartmental and cross functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position and customer satisfaction for Customer Support.  The Analyst reports into the Customer Support Standards and Program Manager while working closely with various departments to ensure critical information is updated and communicated in a timely manner

. Essential Responsibilities

• Support the Team with project prioritization and timeline activities
• Assist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statuses
• Assist in the preparation of Customer Support documents for Policy Rollout
• Analyze operational and Crewmember impact, Customer satisfaction, and other key metrics to improve the customer experience and project goals 
• Conduct interdepartmental and cross-functional initiatives with process owners in order to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future-state processes, and support implementation of new processes 
• Strategically align process and policy creation and improvement with the introduction of new Customer and Crewmember Standards and Programs in Customer Support 
• Produce reports regularly to provide progress and status updates on initiatives and projects 
• Serve as a subject matter expert for Customer Support
• Assist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelines.
• Successfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement, and continuous improvement 
• Other duties as assigned

Minimum Experience and Qualifications

• High School Diploma or General Education Diploma (GED)
• One (1) year customer service, sales, or airline experience
• Knowledge of computer programs including Excel, Word, PowerPoint and SharePoint
• Ability to project manage and define necessary resources for successful completion of projects
• Excellent verbal and written communication skills
• Highly organized and possess the ability to prepare concise and accurate documentation for project requirements and vision
• Available for occasional travel (10%)
• 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
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor’s Degree

• Knowledge of Visio or other flowcharting computer programs
• Detail-oriented and able to track multiple projects
• Valid Project Management Professional (PMP) certification
• Two (2) years of Customer Support experience
• Two (2) years of experience in project management, operations management or similar work experience

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
• 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))

Equipment:

• Computer and other office equipment

Work Environment:

• Expected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home
• Must provide a safe and professional work at-home environment, free from background noise and distraction

Physical Effort:  

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)