Customer Experience Manager
JetBlue
full-time
Posted on:
Location Type: Office
Location: Long Island City • New York • United States
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Salary
💰 $80,000 - $95,000 per year
About the role
- Serve as the voice of the customer in the System Operations Center (SOC)
- Influence decisions during disruption planning, execution, and recovery
- Ensure quality, efficiency and consistency in the execution and implementation of operational policies and standards
- Responsible for team success of operational targets and goals
- Ensure coordination for all real time disruption events
- Execute customer recovery efforts and work closely with operational teams to mitigate operational challenges
- Partner with operational teams to identify operational challenges and develop recovery strategies
- Coordinate with Operational workgroups to support the daily operation and customer experience
- Assess, execute and communicate operational decisions to teams responsible for handling disruption recovery
- Oversee and manage workflow, and assignments of customer disruption recovery focused roles
- Coach, guide and support teams responsible for recovery efforts
Requirements
- High School Diploma or General Education Development (GED) Diploma
- One (1) year of Leadership experience
- Five (5) years of prior airline operational experience
- Proficient in Microsoft Office Suite
- Excellent verbal and written communication skills
- Strong organization and management skills
- Ability to think creatively and to work under pressure in a team environment
- Ability to work independently with a sense of urgency and attention to detail
- Available for overnight travel (10%)
- Ability to work flexible work schedule to cover the operation 24 hours per day, 7 days per week
- 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.
Benefits
- Performance bonuses
- Restricted stock units
- Access to healthcare benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft Office Suiteoperational policiesdisruption planningdisruption recoveryworkflow management
Soft Skills
leadershipcommunicationorganizationmanagementcreativityteamworkindependenceattention to detailsense of urgency
Certifications
High School DiplomaGeneral Education Development (GED)