Analyst, Customer Recovery Standards & Programs

JetBlue

Customer Recovery Standards and Programs Analyst at JetBlue involved in interdepartmental programs focused on efficiency, compliance, quality, and customer satisfaction.

Posted 5/18/2026full-timeLong Island City • New York • 🇺🇸 United StatesJunior💰 $64,350 - $89,600 per yearWebsite

About the role

Key responsibilities & impact

assist the day-to-day execution of interdepartmental and cross functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position, and customer satisfaction for the Customer Recovery team in the System Operations Center (SOC)
responsible for coordinating, developing, communicating, and ensuring compliance with all process and procedure changes related to Customer Recovery
responsible for maintaining the Customer Recovery Manual, including communicating updates
support the Customer Recovery team with project prioritization and timeline activities
assist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statuses
assist in the preparation of Customer Recovery documents for Policy Rollout
conduct interdepartmental and cross-functional initiatives with process owners to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future-state processes, and support implementation of new processes
produce reports regularly to provide progress and status updates on initiatives and projects
serve as a subject matter expert for Customer Recovery
partner with JetBlue University for training curriculum development and updates
work closely with Technical Publications for manual updates
assist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelines
successfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement, and continuous improvement
other duties as assigned

Requirements

What you’ll need

Bachelor’s Degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
One (1) year or airline experience
Knowledge of computer programs including Excel, Word, PowerPoint and SharePoint
Ability to project manage and define necessary resources for successful completion of projects
Excellent verbal and written communication skills
Highly organized and possess the ability to prepare concise and accurate documentation for project requirements and vision
Available for occasional travel (10%)
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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementdata analysisprocess improvementdocumentation preparationreport production

Soft Skills

communicationorganizational skillsattention to detailcollaborationproblem-solving

Certifications

Bachelor's DegreeHigh School Diploma/GED