Title:  Product Manager IT CEX Crewmember Products Ccaas

Position Summary 

The IT Product Manager is a key member of the IT Crewmember Experience (CEX) Crewmember Products team, reports to the Senior Manager, IT – CEX Crewmember Products and will be responsible for helping to define the overall product strategy and growing JetBlue’s Technology systems focused on Contact Center as a Service (CcaaS). The IT Product Manager will serve as an internal subject matter expert on CEX Crewmember Technology products and industry trends while ensuring that the Company effectively engages with appropriate technology consumers as we continuously expand our value-added services. 

The IT Product Manager should have an understanding of the contact center technology products landscape and will focus on delivering viable solutions that contribute to enhance the Customer and Crewmember experience.  The Product Manager, IT CEX Crewmember Products CcaaS is comfortable working on high profile assignments, is motivated by determining new ways to improve processes, excels at detail oriented projects, can manage changing priorities and perform well under stress and time constraints, and whose personal values match JetBlue’s values of Safety, Caring, Integrity, Passion and Fun. 

Essential Responsibilities 

• Experience in cloud-based telephony platforms with call routing, integrating with workforce management systems, agent user-interfaces, dashboards and reporting, etc. 

• Serve as a liaison between the contact center, telecommunication engineers, and CcaaS providers to determine prioritization of items, lead business requirements development, review current/approaching releases, and ensure compliance with IT standards and procedures  

• Work and collaborate closely with CcaaS technology business partners and matrix partners to discover and understand the solution, define the vision and scope and a release model that best supports the product and business needs 

• Maintain a rolling eighteen-month roadmap in collaboration with matrix partners to ensure that prioritized capabilities are being delivered in a consistent and timely manner 

• Manage the overall product development lifecycle through the phases of Discover, Define, Develop and Deliver 

• Identify Product Quality metrics that are met and/or exceeded by continuous improvement to ensure minimum disruption of business functions  

• Participate in the Acceptance Testing and Quality control to ensure end products meet the business vision 

• Work closely with Matrix partners as a point of escalation for project and product related risks, issues across all environments 

• Partner with other IT Product Managers to ensure alignment and best practices across the organization 

• Research, prototype and recommend emerging technologies integration into JetBlue’s core business functions 

• Other duties as assigned 

Minimum Experience and Qualifications 

• High School Diploma or General Education Development (GED) Diploma 

• Three (3) years of experience in Product Management in cloud-based telephony platforms 

• Knowledge of Microsoft Office Suite, including Outlook, Project, Excel, Power Point, SharePoint, Word and Visio  

• Knowledge of technology fundamentals and concepts (Microsoft technologies preferred)  

• Knowledge of IT disciplines and interdependencies   

• Strong knowledge of technology trends; industry background 

• Ability to rapidly resolve issues and recognize when escalation is necessary   

• Strong Business Partner management, negotiation and resolution skills   

• Excellent problem solving and structured thinking skills   

• Flexibility, agility and change management skills  

• Ability to tailor communication style to different audiences, and to exercise good judgment in frequency and nature of communications to different parties (senior management, stakeholders, team members, etc.).  

• Available for occasional overnight travel (15%)  

• 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 

• Bachelor’s Degree in related discipline OR equivalent work experience   

• Manages/supports cross-functional, medium-large-scale projects with internal teams and external business partners 

• Knowledge of budget processes and ability to manage and track large project budgets  

• Knowledge & experience of project cost tracking   

• Knowledge of budget creation and management 

• Knowledge of the airline industry 

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 

• 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)) 

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 $90,500 and $128,600.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include 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.