Director IT CEX Crewmember Products

Position Summary:

The Director IT CEX and Crewmember Products partners with the Vice President Tech Products and enables technology products for Crewmembers providing support to our Customers. They will ensure the cost effective delivery and ongoing operation of high quality technology solutions for those departments that interface with Customers and reservations systems. In addition, the Director partners closely with the Customer Support leadership and Director IT Infrastructure to ensure stable data and voice network infrastructure support and reliability. The Director also works directly with Airports and Inflight leadership to deliver and support Crewmember Tools for Customer engagement with inflight and gate management. The Director works closely with business leaders to set technology priorities to support Customer, Crewmember and Corporate strategic initiatives. The Director also ensures the success of the Leadership team and Crewmembers through coaching and development. The Director will actively, engage with and manage IT system business partners.

Essential Responsibilities:

• Lead the development and implementation of IT strategy, project portfolio and end-to-end support for the call center operations and Customer Service Solution (CSS)
• Lead the development and implementation of IT strategy, project portfolio and end-to-end support for Customer interaction Airport and Inflight Crewmember tools
• Provide IT support and planning for contact center operations and all future technology needs
• Direct and manage production and operations support services for portfolio, 24 hours per day, 7 days per week
• Provide oversight during 3rd party business partner selection, contract negotiation, and business partner relationship management
• Ensure team readiness for response to irregular operations and emergency events
• Take a significant role in the development of Crewmembers to support the engagement, growth, goal achievement and succession.
• Manage business partners to ensure service level agreements are met and system uptime is adhered
• Comfortable with changing priorities and short to no notice
• Other duties as assigned

Minimum Experience and Qualifications:

• High School Diploma or General Education Development (GED) Diploma
• Seven (7) years’ experience working in the travel, contact center and/or IT industries
• Five (5) years Leadership experience
• Three (3) years project management experience or managing call center technology product/systems
• Available for overnight travel (25%)
• Pass a pre-employment drug test
• 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

Preferred Experience and Qualifications:

• Bachelor’s Degree in related discipline
• Five (5) years’ experience of travel industry experience including working knowledge of Reservations systems
• Five years (5) year experience managing call center technology products or systems
• Building and managing a budget
• Verbal and written communication skills including the ability to share complex technical issues and translate into everyday language
• Establishing relationships with leaders across the organization
• Leading a cross functional project across multiple business units
• Conducting an analysis and building a business case
• Experience with vendor contract negotiation and maintenance
• Creating and managing IT architecture policies and procedures
• Proficient with Microsoft Office products including Visio
• Knowledge of Sabre processes, language and acronyms

Crewmember Expectations

• Self-directed and independent work schedule
• Regular attendance and punctuality
• Potential need to work flexible hours 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 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

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment
• Travel approximately 1 week per month
• Irregular working hours

Physical Effort:

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

Compensation:

• The base pay range for this position is between $160,200.00 and $250,100.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 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.

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