JetBlue

Manager, Lounge Product Experience

JetBlue

full-time

Posted on:

Location Type: Office

Location: Long Island City • New York • United States

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Salary

💰 $81,000 - $136,200 per year

About the role

  • Lead lounge product programs and associated workstreams, setting clear priorities, workflows, and expectations to deliver safe, reliable, and brand-aligned lounge product offerings
  • Support the development, launch, and ongoing enhancement of JetBlue’s lounge portfolio, translating product and experience concepts into operationally executable programs
  • Define, document, and maintain lounge product standards, experience guidelines, and playbooks in partnership with Loyalty and other key stakeholders
  • Monitor lounge performance using customer and crewmember feedback, operational metrics, and financial indicators to assess product health and identify risks and opportunities
  • Identify, prioritize, and lead continuous improvement initiatives across lounge products to enhance quality, consistency, and customer satisfaction
  • Support onboarding of new lounge business partners, ensuring experience expectations, service standards, and performance metrics are clearly defined, communicated, and met
  • Collaborate cross-functionally with Loyalty, Design, Airport Operations, Marketing, Brand, Finance, Sourcing, and other relevant stakeholders to ensure end-to-end product experience alignment
  • Support Operational Expenditure (OPEX) and Capital Expenditure (CAPEX) planning and expense management for lounge product programs, ensuring alignment with financial targets
  • Act as the lounge product experience subject matter expert for Request for Proposals (RFPs), ensuring requirements are clearly defined and operationally executable
  • Build and maintain scalable systems, calendars, and operating routines to improve communication, visibility, and consistency across lounge product programs
  • Create and manage high-level dashboards that enable leadership to quickly assess lounge product performance, risks, and opportunities
  • Own product audit cadence, corrective actions, survey response reviews, and audit program maintenance to ensure standards are met across the lounge network
  • Represent the Lounge Product Experience team in cross-functional forums, ensuring customer experience considerations are reflected in decisions and outcomes
  • Support the development and engagement of crewmembers and business partner teams through clear expectations, feedback, and collaboration
  • Provide leadership, guidance, and development to crewmembers, fostering accountability, process discipline, and continuous improvement
  • Other duties as assigned

Requirements

  • Bachelor’s Degree in Hospitality Management, Culinary, Business, or 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
  • Five (5) years of experience in hospitality, premium customer experience, or program management with demonstrated ownership of complex initiatives, leadership capabilities with experience supporting multi-location or networked hospitality environments
  • Three (3) years of experience managing external business partners or vendors in an operationally complex environment
  • Demonstrated ability to design and implement experience standards or product programs across multiple locations
  • Strong knowledge of food safety and compliance standards (HACCP or equivalent)
  • Experience building and maintaining Business Partner relationships and influencing cross-functional stakeholders, including senior leadership, without direct authority
  • Experience balancing customer experience objectives with operational and financial considerations
  • Available for domestic and international overnight travel, with frequency to be determined (50%)
  • 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
  • more
Applicant Tracking System Keywords

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

Hard Skills & Tools
program managementexperience standards designproduct program implementationperformance monitoringcontinuous improvementfinancial planningoperational metrics analysiscustomer feedback analysisaudit program maintenancedashboard creation
Soft Skills
leadershipcollaborationcommunicationinfluencing stakeholdersaccountabilityprocess disciplinecustomer satisfaction focuscross-functional teamworkguidance and developmentproblem-solving
Certifications
Bachelor’s Degree in Hospitality ManagementHACCP certification or equivalent