Title:  Manager Customer Support Oversight

Position Summary:

The Manager Customer Support Oversight reports to the Senior Manager, Workforce Management, and is responsible for supporting and maintaining Customer Support’s strategy covering all Customer Support external relationships. The Manager is a key member of the Customer Support Leadership team who owns Customer Support business partner relationships and oversight (service level agreements and manages programs that capture quantitative and qualitative data on business partner performance from various reporting sources). 

The Manager has oversight of contract development and enforcement and partners closely with Strategic Sourcing and Legal throughout the sourcing and contracting lifecycle to continuously drive improvement in business partner performance to exceed contractual, business, and customer expectations. As a result, the Manager is results oriented, possesses highly developed quantitative analysis skills, able to establish strong, long-lasting relationships with internal and external stakeholders. The Manager is also detailed oriented and very organized to maintain comprehensive contract oversight mechanisms, ensuring real-time feedback and accountability with ongoing maintenance of existing Service Level Agreements.

The Manager has primary responsibility for performance reporting and will both establish and maintain closed-loop oversight processes with clear metrics to maintain business partner accountability, contract accuracy, and gauge overall effectiveness. The Manager is resilient and enjoys interacting daily with colleagues at various levels within and outside the organization, while influencing others and is an effective leader whose personal values align with JetBlue’s.

Essential Responsibilities:

1. • Contribute to and oversee the execution of the comprehensive Customer Support business partner transformational strategy to dramatically improve individual business partner performance, customer satisfaction metrics, financial metrics, and leader oversight
   • Provide business management of Customer Support contracts; work with Strategic Sourcing to ensure executable performance measures across all contracts; work with Finance and Customer Support Workforce Planning to develop and maintain staffing plans; regular reporting to Customer Support leadership on overall contract and business partner effectiveness
   • Ensure Customer Support Senior Manager’s complete understanding and enforcement of existing contracts through regular outreach and reporting
   • Identify continuous improvement opportunities for all business partners to drive compliance of contractual obligations
   • Develop regular JetBlue Customer Support Business Review meetings to review overall JetBlue performance, share business partner effectiveness, and share best practices throughout the JetBlue network
   • Prepare and manage a budget including plan variance research and reporting 
   • Maintain engagement of the operation and provide support to business partners, Supervisors, and crewmembers when needed
   • Collaborate with other Customer Support and JetBlue teams to build effective relationships of alignment and unity
   • Take ownership of business partner key performance indicators (KPI’s) and drive improved performance
   • Partner with Strategic Sourcing to negotiate existing and new business partner contracts based on adherence to performance expectations, competitive landscape, and budgetary circumstances; define business requirements, including “Plain English” service level agreement contract language
   • Ensure that policies and procedures are conducted in accordance with applicable federal regulations and standards
   • Take a significant role in the development of crewmembers to support their engagement, growth, goal achievement by establishing clear performance expectations and accountability for crewmembers
   • Manage and develop a small team of Customer Support Oversight Supervisors
   • Other duties, including potentially other department oversight, as assigned

Minimum Experience and Qualifications:

2. • High School Diploma or General Education Development (GED) Diploma
   • Five (5) years of Contact Center industry, contract management, finance, and/or airline experience
   • Three (3) years in a leadership role managing a team or overseeing business partners
   • Available for international overnight travel (50%)
   • Currently in possession of a valid passport or equivalent travel documents with the ability to travel in and out of the United States
   • Able to work flexible hours and be available for emergency response and 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
   • Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications:

3. • Bachelor’s degree in Business or a related area
   • Working knowledge of all the areas within Customer Support (Operational and Support Services)
   • Three (3) years of Project management experience
   • Three (3) years of Quality management experience
   • Three (3) years of Quantitative analysis experience
   • Three (3) years of business partner contract management and negotiation experience
   • Three (3) years of customer service experience, preferably in the airline industry

Crewmember Expectations:

1. • 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
   • Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
   • 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))
   • 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
   • 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

Physical Effort:

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