Title:  Senior Manager Customer Support Standards & Programs

Position Summary

The Senior Manager, Customer Support Standards & Programs reports directly to the Director, Customer Experience Operations and will have responsibility to lead Standards and Programs, Quality Assurance and Products and Planning. This leader will drive the strategies for Customer Support and manage the department portfolio of projects. They will drive their teams to review all business processes, applications and will support training to effectively prepare Crewmembers to perform their best on day-to-day basis. This leader will oversee continuous improvement initiatives to help deliver world class customer service and reduce costs. This person will be a member of the Customer Support leadership team and will play a major role in driving outstanding customer service at JetBlue.

Essential Responsibilities

• Lead and develop strategies for Customer Support Standards & Programs, Quality, Products and Planning.
• Prioritizes, tracks and maintains portfolio of strategies, projects and Corporate initiatives impacting Customer Support.
• Supports team with the creation and submission of CS Business cases and tracks the return on investment for each case to ensure budget commitments are delivered.
• Guides team to effectively conduct cost benefit analysis across Customer Support applications and procedures.
• Responsible for the Customer Support Quality strategy and execution.
• Lead the governance process to appropriately vet all policies and procedures, new systems and new initiatives to ensure an enhanced Customer and Crewmember experience while driving efficiencies.
• Maintain a strong working relationship with critical internal partners including IT, Commercial and Operations ensuring that we have the right tools to drive a better customer experience.
• Initiates strategy planning sessions with Customer Support leadership team and creates the annual strategies to be delivered on an annual basis.
• Drives accountability for key deliverables and results against the Customer Support plan.
• Clearly articulates the efficacy of Crewmember and Customer facing applications and guides team to ensure that systems support our Customers and Crewmembers in the most efficient manner.
• Takes a significant role in the development of team to support their engagement, growth, and goal achievement.
• Ensures Crewmember success through Training by partnering with JetBlue University to co-create and consistently iterate training and knowledge base materials.
• Act as a thought leader within the Customer Support organization; bring data-driven insights to the table and work collaboratively to continuously improve departmental processes & performance.  
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• Six (6) years of management and/or leadership experience
• Five (3) years of project management experience
• Three (3) years of leadership experience leading leaders
• Knowledge and experience in creating policy and procedures
• Ability to interpret and analyze data
• Excellent verbal and written communication skills with the ability to deliver information to a variety of audiences.
• Strong organizational, communication and leadership skills; Able to drive performance through clear objectives.
• Proven experience managing operational and performance based metrics, ensuring customer satisfaction. Available for overnight travel (20%)
• Must pass a ten (10) year background check and 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

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Preferred Experience and Qualifications

• Bachelor’s Degree
• Two (2) years in a contact center environment
• Project Management Certification
• Six Sigma Black Belt Certification
• Proficient in Microsoft Office suite
• Airline contact center experience
• Must be a self-starter who is eager to participate and contribute to JetBlue teams
• Able to effectively manage sensitive and confidential information in a professional manner
• Strong public speaking and presentation skills

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Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours, inclusive of weekends and irregular shifts 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/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))
• 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

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Equipment:

• Computer/Electronic Tablet and other office equipment

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Work Environment:

• Normal Office environment

• Airports Environment

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Physical effort

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