Manager, It Loyalty Technology Application Support

JetBlue is currently seeking a The Manager, IT Loyalty Technology Support in Salt Lake City, New York City, or Orlando.

This is a Hybrid role and would require travel 2 days per month.

If you live near an airport with Direct JetBlue flights and are willing to travel two days per month, please apply!

The Manager, IT Loyalty Technology Support is the point of contact for all strategic and tactical solutions for the designated business area. The Manager is responsible for supporting improvement initiatives, projects and ongoing IT services, project delivery and business partner management. The Manager leads, coaches and develops a team of crewmembers focused on solution delivery and/or operational support. The Manager will be involved in operational support of all solutions and or applications within scope of responsibility.

If you would like to take your career to the next level and have experience in Architecture, high level process, operations, and strong problem resolution skills. We would like to speak to you! Please apply!

Essential Responsibilities:

• Ensure continued accountability for product and services delivery within assigned business units and across IT.
• Lead, coach and develop a team of crewmembers focused on operational support.
• Ensure that JetBlue IT and business standards and procedures are maintained in accordance with Company, audit, security and regulatory requirements.
• Responsible for support initiatives, projects and ongoing IT services, project delivery and business partner management.
• Responsible for developing, maintaining, and reporting a financial and resource plan for their area of responsibility.
• Provide direct or indirect oversight of delivery teams for applicable portfolio initiatives.
• Manage a "portfolio" of applications / solutions from conception to retirement.
• Manage production and non-production environments through change control management.
• Function as the point of contact for all strategic and tactical solutions for Loyalty.
• Other duties as assigned.
• Take a significant role in leading and coaching direct team and/or indirect Crewmembers to support their engagement, growth and development of Succession plan for the IT department.
• Manage partnerships to develop and deliver an IT Strategy and an annual plan to support the business functions aligned to the area of responsibly including a solution and or application roadmap.
• Responsible for establishing, tracking and improving key product metrics and Key Performance Indicators (KPIs) for the portfolio of products in their purview.
• Partner with Strategic Sourcing organization to negotiate Business Partner contracts and service level agreements which aligns with business unit’s requirements and expectations.
• Act as the escalation point for operational support to assigned portfolio applications with around the clock accessibility.
• Manage the IT and assigned Business unit relationship ensuring that clear and concise requirements are understood and agreed service levels are maintained.
• Partner with other IT Managers to ensure alignment and drive efficiencies.

Minimum Experience and Qualifications:

• Bachelor’s degree in computer science, Computer Engineering, or related discipline
• 3 years’ experience with portfolio management, project delivery and business partner management
• Able to pass a pre-employment drug test.
• Experience in Architecture, High process design, and operations
• 5 plus years progressively responsible professional experience in an IT/Business liaison role managing relationships with business customers.
• Able to work flexible hours and be available for emergency response on short notice.
• Travel 2 days a week to New York
• 3 years’ experience in software development and/or production support services

Preferred Experience and Qualifications:

• Experience managing operational initiatives, including presenting recommendations to senior leadership.
• Loyalty IT Technical background
• Exposure to JetBlue’s IT disciplines and interdependencies and business units and how their needs drive IT strategy
• Experience managing a cross-functional team (multiple business and IT areas)
• Experience working in an Agile/SAFe environment.
• Master’s degree in computer science, Computer Engineering or related discipline
• Thorough knowledge of Loyalty business operations, objectives, and strategies