Qureos Mentor

JetBlue

<p></p><div><div><b>Position Summary:</b></div><div>
The Manager, IT Operations Products is responsible for product planning and execution throughout the product lifecycle, including gathering and prioritizing product and customer requirements, defining the product vision, and working closely with key Operations leaders and teams and IT teams to ensure performance goals are met. This role is specifically accountable for IT products that support JetBlue&rsquo;s Crew Services organization and Crewmember-facing operational tools (e.g., crew planning, crew scheduling, crew pay etc.). The IT Manager ensures the product supports the company&rsquo;s overall strategy and goals.</div><div></div><div><br>
The Manager is comfortable maintaining a public profile and building relationships throughout the organization. The Manager is also able to change priorities and focus on meeting business demands, excels when working on complex projects, is motivated to deliver results, and exhibits the JetBlue values of <i>Safety, Caring, Integrity, Passion, and Fun.</i></div><div><b>
Essential Responsibilities:</b>
</div><div><div><ul><li>Own the relationship with our functional area leaders and is responsible for delivering IT solutions to support the business function&rsquo;s area of responsibility.</li><li>
Partner to deliver an IT strategy and an annual plan to support the business functions aligned to the area of responsibility, including a product roadmap.</li><li>
Responsible for developing, maintaining, and reporting a financial and resource plan for their area of responsibility.</li><li>
Serve as the Technical Point of Contact (POC) for all business partners within their area of responsibility.</li><li>
Manage the IT and assigned Business unit relationship, ensuring that clear and concise requirements are understood and agreed service levels are maintained.
</li><li>Act as the escalation point for operational support to assigned portfolio applications with around-the-clock availability.</li><li>
Manage a &quot;portfolio&quot; of applications/solutions from conception to retirement.</li><li>
Partner with Strategic Sourcing organization to negotiate business partner contracts and service level agreements that align with business units' requirements and expectations.</li><li>
Manage production and non-production environments through change control management.</li><li>
Ensure work practices align with all audit, security, and regulatory requirements and company policies.</li><li>
Partner with other IT Managers to ensure alignment and drive efficiencies.
</li><li>Provide direct or indirect oversight of delivery teams for applicable portfolio initiatives.
</li><li>Take a significant role in leading and coaching direct team and indirect crewmembers to support the engagement, growth, and development of a Succession plan for the IT department.</li><li>
Represents IT at the Incident Operation Center and Emergency Command Center.</li><li>
Own the portfolio of Crew Services applications supporting Pilots and Inflight Crewmembers.</li><li>
Ensure Crew Services applications effectively implement applicable FAA regulations, company policies, and CBA work rules.</li><li>
Other duties as assigned.</li></ul></div></div><div><b>
Minimum Experience and Qualifications:</b>
</div><div><div><ul><li>Bachelor&rsquo;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.</li><li>
Five (5) years of experience managing large portfolios, product delivery, business partners, operating budgets, and delivering large scale IT projects.</li><li>
Three (3) years of experience in an IT/Business liaison role managing relationships with business customers.
</li><li>Three (3) years of leadership experience.</li><li>
Three (3) years of experience in software development or production support services.
</li><li>Knowledge of technology fundamentals and concepts (Microsoft technologies preferred).</li><li>
Available for moderate overnight travel (up to 35%).
</li><li>Must be in possession of valid travel documents with the ability to travel in and out of the United States.</li><li>
Able to work flexible hours and be available for emergency response on short notice.
</li><li>Must pass a pre-employment drug test.</li><li>
Must be legally eligible to work in the country in which the position is located.</li><li>
Authorization to work in the US is required. This position is not eligible for visa sponsorship.</li></ul></div></div><div><b>
Experiences Preferred:</b></div><div><div><ul><li>
Three (3) or more years of experience supporting airline Crew Services/Crew management applications (e.g., crew planning, crew scheduling).</li><li>
Familiarity with FAA duty, rest, and qualification requirements and how they are implemented in crew systems.</li><li>
Experience with commercial crew management platforms.</li><li>
Experience partnering with Crew Services, Flight and Inflight, and System Operations teams to translate operational needs into technology requirements and roadmaps.</li><li>
Experience managing a budget.
</li><li>Experience managing an entire project or initiative, including presenting recommendations to senior leadership.
</li><li>Thorough knowledge of the business function and thorough knowledge of business operations, objectives, and strategies.</li><li>
Exposure to JetBlue&rsquo;s IT disciplines and interdependencies.</li><li>
Exposure to JetBlue&rsquo;s business units and how their needs drive IT strategy.</li><li>
Experience working on enterprise-wide budget process.</li></ul></div></div><div><b>
Crewmember Expectations:
</b></div><div><div><ul><li>Regular attendance and punctuality.</li><li>
Potential need to work flexible hours and be available to respond on short notice.</li><li>
Able to maintain a professional appearance.</li><li>
When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light aircraft cleaning.</li><li>
Must be an appropriate organizational fit for the JetBlue culture, exhibiting the JetBlue values of Safety, Caring, Integrity, Fun, and Passion.</li><li>
Must fulfill safety accountabilities as prescribed by JetBlue&rsquo;s Safety Management System.</li><li>
Promote JetBlue&rsquo;s #1 value of safety as a Safety Ambassador, supporting JetBlue&rsquo;s Safety Management System (SMS) components, Safety Policy, and behavioral standards.</li><li>
Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary, including JetBlue&rsquo;s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)).</li><li>
Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.), and Company policies, procedures, and risk controls.</li><li>
Uphold JetBlue&rsquo;s safety performance metric goals and understand how they relate to their duties and responsibilities.</li><li>
The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.</li></ul></div></div><div><b>
Equipment:
</b></div><div><div><ul><li>Computer and other office equipment.</li></ul></div></div><div><b>
Work Environment:</b></div><div><div><ul><li>
Traditional office environment.</li></ul></div></div><div><b>
Physical Effort:
</b></div><div><div><ul><li>Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary).</li></ul></div></div><div><b>
Compensation:
</b></div><div><div><ul><li>The base pay range for this position is between $118,800.00 and $177,100.00 per year. Base pay is one component of JetBlue&rsquo;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.</li></ul></div></div><div></div><div><br>
#LI-AC1</div><div>
#LI-Hybrid</div></div>

Manager IT Operations Products

<p></p><div><p><b>Position Title: Director, Product</b></p><p><b>
Position Summary:</b></p><p>
The Director, Product is responsible for defining and driving product development and management strategy for JetBlue Airways. This role ensures JetBlue&rsquo;s products evolve to meet changing Customer needs/expectations, market dynamics, competitive environment and operational realities&mdash;balancing innovation with disciplined cost management.</p><p>
Partnering with the SVP, Marketing &amp; Brand, the Director collaborates closely with leaders across Brand &amp; Advertising, Commercial, Hospitality &amp; Catering, Technical Operations, Finance, and Technology to translate JetBlue&rsquo;s commercial vision into differentiated, sustainable and profitable Customer offerings. Specifically, this role oversees and sets the vision and ongoing development for the onboard experience including all food and beverage offerings, Inflight Entertainment and Wi-Fi as well as the ground experience offerings of premium lounges as well as JetBlue&rsquo;s T5 terminal at JFK in NYC. This role oversees a team of 15+ crewmembers and manages significant business partner relationships spanning technical (seatback and Wi-Fi technology), retailers (concessionaires at JFK), caterers and a variety of specialized business partners whose products are served to over 40MM customers each year. This role is responsible for a significant OPEX budget and also is responsible for delivering against revenue targets associated with onboard purchases.</p><p>
The Director serves as a key member of the Commercial team, leading cross-functional initiatives that elevate the JetBlue experience while optimizing return on investment. This leader thrives in complex and matrixed organizations, excels at influencing across functions, and embodies the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.</p><p><b>
Essential Responsibilities:</b></p><ul><li>
Define and evolve JetBlue&rsquo;s product vision &mdash; shaping an innovative and cohesive customer experience that supports JetBlue&rsquo;s brand and competitive positioning with an eye towards first mover advantage.</li><li>
Champion cross-functional collaboration by leading integrated teams across Commercial, Operations, Finance, and Technology to design, test, and deliver customer-centric products efficiently and effectively</li><li>
Drive innovation, identifying creative, data-informed ways to enhance value</li><li>
Develop and manage the multi-year product roadmap, ensuring alignment with strategic business objectives, customer insights, and financial goals</li><li>
Use data-driven insights to evaluate product performance, inform decision-making, and articulate business cases for new initiatives or product evolutions</li><li>
Foster an agile, test-and-learn mindset across teams to accelerate innovation, improve collaboration, and shorten product development cycles</li><li>
Partner with Finance and Operations to optimize product investment strategies and ensure fiscal responsibility without compromising JetBlue&rsquo;s brand or customer satisfaction</li><li>
Build strong relationships across internal and external stakeholders to gain alignment and advocacy for product strategy and key initiatives</li><li>
Represent JetBlue externally as a thought leader and brand ambassador, fostering partnerships and benchmarking against best-in-class industry practices</li><li>
Lead and develop a high-performing team, fostering engagement, growth, and succession readiness aligned with JetBlue&rsquo;s leadership principles</li><li>
Other duties as assigned</li></ul><p><b>
Minimum Experience and Qualifications:</b></p><ul><li>
Bachelor&rsquo;s Degree in Business, Aviation, Marketing, or a related 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</li><li>
Seven (7) years&rsquo; experience in product management or development, with proven success in cross-functional leadership roles</li><li>
Demonstrated ability to innovate within financial or operational constraints</li><li>
Strong understanding of airline business models and customer experience design</li><li>
Expertise in using customer data and market insights to shape strategic decisions</li><li>
Experience managing complex stakeholder relationships and influencing without authority</li><li>
Available for moderate overnight travel (up to 30%)</li><li>
Must possess valid travel documents enabling travel in and out of the United States</li><li>
Must pass a pre-employment drug test</li><li>
Must be legally eligible to work in the country in which the position is located</li><li>
Authorization to work in the US is required, this position is not eligible for visa sponsorship</li></ul><p><b>
Preferred Experience and Qualifications:</b></p><ul><li>
Master of Business Administration (MBA) or Master&rsquo;s Degree</li><li>
Previous experience in the airline or hospitality industry</li><li>
Proven track record leading large-scale, cross-functional innovation or transformation initiatives</li><li>
Crewmember Expectations</li><li>
Regular attendance and punctuality</li><li>
Potential need to work flexible hours and be available to respond on short notice</li><li>
Able to maintain a professional appearance</li><li>
When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft</li><li>
Must exhibit JetBlue&rsquo;s values of Safety, Caring, Integrity, Passion, and Fun</li><li>
Promote JetBlue&rsquo;s #1 value of safety as a Safety Ambassador</li><li>
Identify and report safety concerns, issues, incidents, or hazards</li><li>
Responsible for adhering to all applicable laws, regulations, and Company policies</li><li>
Uphold JetBlue&rsquo;s safety performance metric goals and understand how they relate to their duties</li></ul><p><b>
Equipment:</b></p><ul><li>
Computer and other office equipment</li></ul><p><b>
Work Environment:</b></p><ul><li>
Traditional office environment</li></ul><p><b>
Physical Effort:</b></p><ul><li>
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)</li></ul><p><b>
Compensation:</b></p><ul><li>
The base pay range for this position is between $160,000.00 and $200,000.00 per year. Base pay is one component of JetBlue&rsquo;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</li></ul><p>
#LI-LL1</p><p>
#LI-Hybrid</p></div>

Director Product

<p></p><div><p><b>Position Summary</b></p><p>
The Customer Support Performance Analytics Analyst is an auditing, reporting and analytics function that reports into the Customer Support Workforce Planning and Analysis (WPA) department conducting analysis and research of individual Customer Support Crewmembers performance. The Analyst assumes all research necessary to provide insight and sound recommendations to Customer Support Leadership to drive performance improvements across the Customer Support organization. The Analyst role will partner with Customer Support Leadership to provide automated reporting dashboards and adhoc reporting used to coach, performance manage and administer reward and recognition programs for Customer Support frontline Crewmembers. The Analyst role will collect, interpret and display data to identify trends, develop business insights and help Customer Support optimize processes, reduce costs and take actionable steps to improve Customer Support frontline crewmember performance.</p><p><b>
Essential Responsibilities</b></p><ul><li>
Research performance metrics of Crewmembers including (but not limited to) average handle time (AHT), extension out calls, after-call work (ACW), First Call Resolution (FCR), Customer Satisfaction Scores (CSAT) and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crewmember&rsquo;s overall performance within Customer Support</li><li>
Research dependability metrics of Crewmembers including (but not limited to) attendance; compliance; login/logout; no-call, no-show; flag reasons; leave of absence items; overtime and other metrics deemed relevant to the current business philosophy or items necessary to paint a full picture of a Crewmember&rsquo;s overall dependability within Customer Support</li><li>
Identify relationships between Customer Support metrics using data analytics to drive process and performance improvements</li><li>
Create dashboards and reporting at multiple levels across the Customer Support Enterprise including Business Partner metrics</li><li>
Work collaboratively with a group of Analysts to automate reporting for all Customer Support metrics in using Tableau/Power BI/Snowflake</li><li>
Create all reporting required to administer reward and recognition programs for Customer Support, reporting to monitor the effectiveness of the recognition program including recommendations on improving the effectiveness of the recognition program</li><li>
Participate in Contact Center as a Service (CCaaS) implementation to create reporting and dashboards that identify customer trends based on intents from CCaaS</li><li>
Other duties as assigned</li></ul><p><b>
Minimum Experience and Qualifications</b></p><ul><li>
High School Diploma or General Education Development (GED) Diploma</li><li>
One (1) year of prior analyst or relevant experience</li><li>
Candidates must demonstrate Data Analysis, Data Storytelling, and SQL Coding skill in a work sample assessment</li><li>
Excellent verbal and written communication skills</li><li>
Demonstrate proficiency in reading, writing and speaking English</li><li>
Able to travel to the office as needed due to mandatory office days, trainings, meetings, etc.</li><li>
Able to provide one telephone line and a high-speed internet connection minimums of:<ul><li>
Without VOIP: minimum 1.5 Mbps download and 256K upload speed</li><li>
With VOIP: minimum 3 Mbps download and 512K upload speed</li></ul></li><li>
Basic knowledge in Visualization Software (like Tableau, Qlik, PowerBI), and SQL</li><li>
Demonstrated experience in data storytelling using a complex dataset to present insights, trends or patterns</li><li>
Intermediate level Microsoft Excel (formulas, pivot tables, data validation, merging data sets)</li><li>
Able to provide a safe and professional office-work environment, free from background noise and distraction</li><li>
Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment</li></ul><ul><li>
Ability to effectively manage and prioritize multiple tasks</li><li>
Effective analytical skills including the ability to gather and interpret data, identify trends, develop and present business insights leading to business strategies</li><li>
Experience in contact center metrics, processes and reporting</li><li>
Strong attention to detail, the ability to focus on all aspects of a task, no matter how small, and produce quality work free of mistakes and discrepancies</li><li>
Proactively identify data quality, ability to assess the reliability and relevance of the data sources to ensure that the collected data is accurate and representative of the target population</li></ul><ul><li>
Available for occasional overnight travel (10%)</li><li>
Flexible and able to work at any time including nights, weekends, and holidays</li><li>
Must pass a ten (10) year background check and pre-employment drug test</li></ul><ul><li>
Must be legally eligible to work in the country in which the position is located</li><li>
Authorization to work in the US is required. This position is not eligible for visa sponsorship</li></ul><p><b>
Preferred Experience and Qualifications</b></p><ul><li>
Bachelor&rsquo;s degree in related field</li><li>
Two (2)<b> </b>years of analyst experience, preferably in the airline/travel industry or a contact center</li><li>
Two (2) years of customer service, sales, finance, or airline experience</li><li>
Experience in Microsoft Forms and Flows</li><li>
Knowledge of Avaya CMS database items and calculations or Amazon Connect contact records</li><li>
Knowledge of Aspect Scheduling Suite</li><li>
Ability to work independently and in a high-pressure team environment</li></ul><p><b>
Crewmember Expectations:
</b></p><ul><li>Regular attendance and punctuality</li><li>
Potential need to work flexible hours and be available to respond on short-notice</li><li>
Able to maintain a professional appearance</li><li>
When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft</li><li>
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun</li><li>
Promote JetBlue&rsquo;s #1 value of safety as a Safety Ambassador, supporting JetBlue&rsquo;s Safety Management System (SMS) components, Safety Policy, and behavioral standards</li><li>
Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue&rsquo;s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))</li></ul><p><b>
Equipment:</b></p><ul><li>
Computer and other office equipment</li></ul><p><b>
Work Environment:</b>
</p><ul><li>Expected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home</li><li>
Must provide a safe and professional work at-home environment, free from background noise and distraction</li></ul><p><b>
Physical Effort:
</b></p><ul><li>Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)</li></ul></div>

Analyst Customer Support Performance Analytics

Join JetBlue and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

JetBlue

ABOUT_COMPANY

Manager IT Operations Products

Director Product

Analyst Customer Support Performance Analytics