Customer Experience Management Lead
7 days ago
We are seeking a highly skilled Customer Experience Management Lead to join our team at JetBlue Airways. This is a unique opportunity to make a meaningful impact on the customer experience and drive business success.
Key Responsibilities- Partner with operational teams to identify challenges and develop proactive recovery strategies that meet customer expectations and adhere to our Customer Recovery Plan.
- Coordinate with workgroups to support daily operations and customer experience, including fee waivers, extra section recommendations, cancellation impacts, misconnects processing, and service experience impacts.
- Assess, execute, and communicate operational decisions to teams responsible for handling disruption recovery, ensuring safety, quality, and good economics.
- Oversee and manage the workflow and assignments of customer disruption recovery focused roles.
- Serve as a key leader to ensure teams execute and communicate recovery plans during disruptions caused by weather, air-traffic control, maintenance, security, or customer disruptions.
- Create, communicate, and execute customer recovery plans during disruptions.
- Take an active role in implementing process improvements for customer recovery procedures, including participating in or conducting team debriefs.
- Serve as support for operational teams, relaying information relevant to the operation that will impact staffing or posture.
- Coach, guide, and support teams responsible for recovery efforts, including conducting shift briefings.
- Responsible for compliance with JetBlue's Customer Service Plan through daily oversight and auditing.
- Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement.
- High School Diploma or General Education Development (GED) Diploma.
- One year of Leadership experience.
- Five 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 work under pressure in a team environment.
- Ability to work independently with a sense of urgency and attention to detail.
- Strong leadership skills and interpersonal skills.
- 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.
- The base pay range for this position is between $80,000 - $95,000 per year.
- Performance bonuses.
- Restricted stock units.
- 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.
The estimated salary for this position is between $80,000 - $95,000 per year. Additionally, JetBlue offers a comprehensive compensation package, including performance bonuses, restricted stock units, 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, and free space available travel on JetBlue.
About JetBlueJetBlue Airways is an Affirmative Action and Equal Opportunity Employer. We are committed to diversity and inclusion in the workplace and strive to create a culture that values and respects individual differences.
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