JetBlue

Product Manager – Customer Communications

JetBlue

full-time

Posted on:

Location Type: Hybrid

Location: Long Island City • Florida • New York • United States

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Salary

💰 $90,500 - $128,600 per year

About the role

  • Own the product strategy and backlog for operations-related customer communications, including flight status, irregular operations (IROP), and day-of-travel notifications
  • Partner with the Manager Customer Communications to execute against the communications platform roadmap, with a focus on operational use cases and reliability
  • Lead product discovery for operational communications by collaborating with Operations, Customer Support, Engineering, and Analytics to identify gaps, pain points, and opportunities for improvement
  • Translate operational requirements into clear, prioritized product requirements, user stories, and acceptance criteria for Engineering teams.
  • Ensure operational messages are consistent, accurate, and synchronized across SMS, email, push, and other supported channels, reducing customer confusion during disruptions.
  • Support the design and evolution of rules-driven communication logic, including triggers, escalation paths, suppression rules, and channel prioritization for operational events.
  • Collaborate with Engineering and IT partners to deliver scalable, resilient solutions that perform under high-volume operational conditions
  • Leverage data, customer feedback, and performance metrics (e.g., delivery rates, latency, customer contacts) to drive continuous improvement of operational communications.
  • Participate in testing, validation, and launch readiness for new operational communication capabilities to ensure accuracy and reliability
  • Act as a key liaison between operational stakeholders and technical teams, ensuring shared understanding and alignment on priorities and outcomes.
  • Support incident response and post-event analysis related to operational communications, identifying root causes and recommending product improvements.

Requirements

  • Bachelor’s degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
  • Four (4) years of professional experience in product management, digital platforms, or customer communications within a customer-facing organization
  • Experience working with cross-functional teams including Engineering, Operations, and business stakeholders
  • Strong understanding of product development processes, backlog management, and iterative delivery
  • Ability to translate complex operational needs into structured product requirements
  • Strong analytical and problem-solving skills with attention to detail
  • Excellent communication and collaboration skills across technical and non-technical audiences
  • Ability to work in fast-paced environments with changing priorities
  • Available for occasional overnight travel (10%)
  • In possession of valid travel documents with the ability to travel in and out of the United States
  • 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
  • and more.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product managementbacklog managementoperational communicationsuser storiesacceptance criteriacommunication logicdata analysisperformance metricstesting and validationincident response
Soft Skills
analytical skillsproblem-solving skillsattention to detailcommunication skillscollaboration skillsability to work in fast-paced environmentsability to translate complex needsleadershiporganizational skillsinterpersonal skills
Certifications
Bachelor’s degreeHigh School Diploma/GED