Title:  Project Manager Cust Support Planning

Position Summary:

The Project Manager Customer Support Planning is responsible for managing a portfolio of strategic medium to large-scale cross-functional projects impacting the Customer Support workgroup. The Project Manager is responsible throughout the entire project life cycle from initial scoping to execution and monitoring, and for holding stakeholders accountable to project timelines and deliverables. The Project Manager should be extremely comfortable working in a fast-paced environment and managing simultaneous projects. The Project Manager reports to the Manager Customer Support Planning & Products and will champion an environment of continuous improvement in alignment with Customer Support’s strategic vision of improving the Customer and Crewmember experience.

Essential Responsibilities:

• Quickly assemble stakeholder teams upon project inception to create project scope and objectives with limited information
• Identify success criteria; measure and report against progress
• Create a comprehensive project plan for each initiative, including identifying work breakdown structure, dependencies, deliverables, timelines, and milestones
• Identify project critical path and ensure team is aligned with expectations
• Remain organized and coordinate interdependent tasks based on project tasks and dependencies
• Manage quality and timeliness of deliverables for internal and external stakeholders
• Perform detailed data analysis of processes in order to support critical decision making
• Perform process mapping of complex automated and manual processes; identify pain points and recommend opportunities for process improvement
• Perform cost/benefit analysis required to create and support business cases
• Propose recommendations for project direction, supported by risk/benefit analysis
• Manage risks and mitigations through detailed risk management plan
• Convert complex analytical information into concise and informative presentations for all audience levels
• Create and present project status reports to internal and external leadership
• Provide direction, coaching, and mentoring to share knowledge and expertise in project management to others, including Business Analyst Customer Support Planning
• Create and maintain a repository for department-level projects and knowledge management, allowing Customer Support leadership to regularly communicate relevant information to senior leadership
• Draft department-wide communications for impacted stakeholders for project support and change management
• Other duties as assigned

Minimum Experience and Qualifications:

• High School Diploma or General Education Development (GED) Diploma
• Three (3) years project management experience
• Demonstrated knowledge of the project management lifecycle
• Expert knowledge of process mapping and workflow analysis
• Sound decision making ability, analytical reasoning and organizational skills with the ability to successfully complete multiple projects simultaneously
• Available for occasional overnight travel (15%)
• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Teams) and internet browsers
• Flexible and able to work at any time, including nights, weekends, and holidays
• Able to 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

Preferred Experience and Qualifications:

• Bachelor’s Degree
• Five (5) years project management experience

• Airline or call center experience
• Continuous improvement/six sigma principles
• Change management experience
• Project Management Certification (PMP)
• Excellent verbal and written communication skills
• Exceptional presentation skills
• Financial acumen, net present value analysis, moderate return on investment analysis, and ability to structure a business case
• Technology and systems knowledge (cursory knowledge of how Information Technology systems work from a business standpoint)
• Strong teamwork skills
• Self-motivated and the ability to work with little supervision

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Well groomed and 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) and Safety Action Report (SAR))

Equipment:

• 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)