Title:  VP Customer Support

Vice President, Customer Support (LCS, OSC)

Position Summary

The Vice President of Customer Support leads the strategy and day-to-day operation of JetBlue’s multi-channel customer support organization, delivering a high-quality, efficient, and scalable customer experience across voice and digital channels. This role drives continuous improvement in performance, cost, and customer outcomes while advancing a modern, digital-first support model.

This leader translates operational realities into clear, consistent customer interactions—particularly during irregular operations—and ensures Customer Support is positioned to execute effectively in a fast-paced, 24/7 environment. In close partnership with commercial and operational teams, the Vice President ensures support strategies strengthen customer experience, loyalty, and long-term revenue performance.

The ideal candidate is a forward-thinking, digitally fluent leader who embraces transformation, builds a highly engaged and performance-driven crewmember culture, and operates as a strong brand ambassador for JetBlue. This role requires excellent cross-functional collaboration, sound judgment, and a passion for JetBlue’s values of Safety, Caring, Integrity, Fun, and Passion.

Essential Responsibilities

• Lead the end-to-end Customer Support operation, ensuring strong performance across customer experience, efficiency, and compliance
• Own the Customer Support response during irregular operations, ensuring alignment with enterprise recovery strategies and consistent execution across channels
• Drive structured coordination with SOC, Airports, Inflight, Commercial, and other operational teams to deliver a unified customer experience
• Translate operational decisions into clear customer-facing actions and communication strategies
• Establish feedback loops to ensure frontline customer insights inform operational and strategic decision-making
• Lead the evolution to a digital-first support model, leveraging automation and AI to improve speed, accuracy, and scalability
• Drive proactive communication strategies to reduce customer effort and contact demand
• Own performance metrics including customer satisfaction, contact rate, resolution speed, digital containment, and cost efficiency
• Partner closely with Commercial teams to align support strategies with revenue, brand, and customer experience objectives
• Identify opportunities to support revenue generation through customer interactions, recovery strategies, and service design
• Contribute to revenue performance by supporting customer retention, loyalty, and ancillary revenue opportunities
• Partner with Finance to develop and manage operating plans and cost structures
• Champion continuous improvement through data-driven decision-making and cross-functional initiatives
• Ensure compliance with all regulatory, contractual, and company requirements related to customer service operations
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement  
• Other duties as assigned   

Minimum Experience and Qualifications

• High School Diploma or General Education Development Diploma (GED)
• Ten (10) years of leadership experience in customer support, operations, or service environments
• Experience leading large-scale, multi-channel customer support organizations
• Proven ability to drive performance in a 24/7, high-pressure operational environment
• Strong cross-functional leadership and stakeholder management skills
• Experience with digital transformation, automation, or AI-driven customer support tools
• Strong analytical and problem-solving capabilities
• Excellent communication and executive presentation skills
• Frequent travel between Customer Support teams in Orlando and Salt Lake City as well as JetBlue’s Long Island City Support Center in New York City.
• Available for overnight travel (30%)
• Able to work flexible hours and be available for an emergency response on short notice
• 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 

Preferred Experience and Qualifications

• Experience in airline, travel, hospitality, or other complex operational environments
• Experience leading large-scale transformation initiatives
• Bachelor’s Degree or higher
• Experience managing operating budgets and business cases

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
• 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 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)

Compensation: 

• The base pay range for this position is between $220,000.00 and $270,000.00 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.