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Title:  Senior Analyst Customer Support Contract Management and Quality Control


Orlando, FL, US, 32827 Salt Lake City, UT, US, 84121

Req ID:  52114

Position Summary:

The Senior Analyst provides support for all JetBlue business partner functions including auditing business partner billed invoices to actuals from various systems, review of quality delivered (Hospitality/Promises, process adherence, etc.), contract management, and business partner SOP/Playbook creation and full ownership. The Senior Analyst also ensures standards and business partner controls are maintained. The Senior Analyst will also provide support on ongoing projects, business case development, and communications within the department.


Essential Responsibilities:

  • Support the comprehensive 3-year Customer Support business partner transformational strategy to dramatically improve individual performance/KPIs, Customer satisfaction metrics, financial metrics, and leader oversight
  • Provide support for JetBlue business partner functions and activities
  • Oversees processing of all business partner contract/SOW invoices from beginning to end with internal and external resources
  • Maintains full ownership of business partner SOP/Playbook including creation and change control processes for updates
  • Conducts business and financial analysis associated with departmental projects, initiatives, and budgeting, including data collection, data mining, analysis and auditing
  • Determine the impact of Customer Support contract renewals on departmental financials
  • Update and improve Customer Support financial business case models, including short and long-term actuals vs forecasts
  • Proactively and regularly develops presentations and analysis for department leaders
  • Owner of business partner quality including reviewing and auditing processes performed and report findings and mitigations in regular weekly, monthly, and quarterly business review meetings
  • Track weekly and monthly performance metrics and budget variances to help leadership assess overall health of the department
  • Plan internal and external functions for Customer Support Leadership and business partners
  • Other duties as assigned


Minimum Experience and Qualifications

  • High School Diploma or General Education Development (GED) Diploma
  • Three (3) years of analytic experience or related work experience
  • Distinctive problem solving and analytical skills combined with business judgment and the ability to communicate with senior leadership
  • Ability to work effectively with all levels and in diverse environments
  • Ability to quickly learn new programs and systems
  • Available for international overnight travel (25%)
  • Currently in possession of a valid passport or equivalent travel in and out of the United States
  • Excellent verbal and written communication skills
  • Excellent organizational and planning skills
  • Excellent interpersonal skills
  • Highly motivated self-started with the ability to multi-task
  • Flexible and able to work at any time, including nights, weekends, and holidays
  • Expert capabilities with Microsoft Office Products: Word, Excel, and PowerPoint
  • Pass a ten (10) year background check and pre-employment drug test
  • 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
  • Previous contact center 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, Fun and Passion
  • 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 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))



  • Computer and other office equipment


Work Environment:

  • Normal Office Environment


Physical Effort:  

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

JetBlue Airways is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Nearest Major Market: Orlando

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