Title:  Senior Analyst Customer Support Performance Optimization

Position Summary

The Customer Support Performance Optimization Senior Analyst will own the development and review results of internal and external KPI, forecasts, and budget. The Senior Analyst will identify models and recommend ideas about financial risks and opportunities within the business, leveraging the Customer Support Leadership Team and cross-functional relationships. The Senior Analyst will also provide support on ongoing projects, business case development, and communications within the division. The Senior Analyst develops and executes all functions of change management/communications to all levels within Customer Support and the business partner. The Senior Analyst coordinates across Customer Support and with other departments to execute goals successfully and proactively mitigating risks.

The Senior Analyst will continuously drive improvement in business partner performance to exceed contractual and business expectations. As a result, the Senior Analyst is results oriented, possesses highly developed quantitative analysis skills, and can establish strong, long-lasting relationships with internal and external stakeholders. The Senior Analyst is also detailed oriented and highly organized, with strong skills in mapping processes that are internal and customer facing to identify areas of opportunity to be leaned and optimized.

Essential Responsibilities

• Support the comprehensive 3-year Customer Support business partner transformational strategy to dramatically improve individual business partner performance, Customer satisfaction metrics, financial metrics, and leader oversight
  • Primary owner of communication and change management, including process development, between JetBlue and business partner for initiatives, Irregular Operations, sales/promos, and any other areas of communication management
  • Proactively monitors, tracks, and develops mitigations to any risks and/or issues identified with the business partner relationship to ensure established KPIs/metrics/SLAs are met
  • Determine root cause of operational and financial inefficiencies and recommends process improvement to improve on established Customer Support and business partner KPIs/SLAs
  • Identify, lead, and report on revenue generating and cost saving initiatives through complex financial modeling
  • Understand impact of business partner investment decisions on departmental and company-wide financials
• Define and maintain business partner process including a focus on continuous improvement and leveraging best practices
  • Proactively and continually develops presentations and analysis for department leaders
• Maintains and updates business partner process with an eye for continuous improvement, best practices, to include associated knowledge base documentation and with most relevant information

• Builds and fosters relationships with internal and external Customers. Work alongside and communicate effectively with diverse groups and organizational levels across JetBlue
  • 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

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Preferred Experience and Qualifications

• Bachelor’s Degree
• Previous contact center experience

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    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 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))

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    Equipment:

• Computer and other office equipment

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    Work Environment:

• Normal Office Environment

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    Physical Effort: 

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