Manager Onboard Experience Operations

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Position Title: Manager, Onboard Experience Operations (LSC)

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Position Summary

The Onboard Experience Operations Manager reports to the Senior Manager Onboard Experience (Product Development) and is responsible for managing the supporting Operations for Mint and Core Onboard Experience. The Onboard Experience Operations includes but it is not limited to business partner management, business processes, logistics and contract management. This position works closely with the Senior Manager Onboard Experience and the entire Onboard Experience team to achieve a successfully sustained operation of onboard product and service levels by managing business partners, processes and contracts effectively. Additional responsibilities include managing a budget, P&L, performance dashboards, retail sales program initiatives and new station openings.

The Manager is responsible for supporting the execution of all onboard products, new concepts, and service level changes and the supply chain management of onboard product while working with a variety of external and internal stakeholders. The Manager can operate in a matrix environment and has the ability to realign the priorities of the team and shift direction based on a dynamically changing business environment. The Manager is able to manage business partners and processes with various functions and navigate challenging business partner relationships. This self-motivated individual is highly organized, knows how to bridge the gap and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.

Essential Responsibilities

• Creates and communicates weekly, monthly, quarterly and annual reports for Senior Manager and Leadership as required
• Responsible to meet deadline on assigned projects and initiatives
• Conducts contract review and analysis
• Facilitates and participates in cross functional product tests, test flights and pack out sessions or as required, to ensure proper execution
• Partners with Customer Insights, Tell Inflight and other teams to provide meaningful data for product development and execution as well as leading data driven change
• Support Onboard Experience RFP’s
• Partners with Catering Operations, Inflight Service delivery and other teams to collect and analyze feedback that will drive product decisions and lead to product or process improvements
• Ability to proactively manage risk and provide mitigating solutions to maintain and improve the Customer experience
• Supports Manager Menu Planning and Analysis with duties as assigned
• All other duties as assigned
• Builds a foundation of excellence through developing metrics, infrastructure, business processes, best practices and reporting applicable to Onboard Experience, including the documentation and maintenance of related materials
• Manages product business partners, logistics and contracts, with a focus on ownership post contract signature
• Works with all stakeholder teams (Catering, Inflight Service Delivery, Brand, Loyalty, etc.) to successfully align and deliver upon initiatives
• Responsible for cross functional and day to day execution of Onboard Experience initiatives
• Develops and manages all tools for Onboard Experience execution (roadmaps, modeling, templates, etc.)
• Partners with Senior Manager and Manager Onboard Experience to align on product/initiative strategy and plan of execution
• Manages business partner performance, contract compliance and terms, pricing adjustments, supply chain challenges and mitigations, SLA and KPI compliance
• Responsible for Change Management and all other internal/external business practices required to execute upon Onboard Experience initiatives

Minimum Experience And Qualifications

• Must be legally eligible to work in the country in which the position is located
• Proven experience to analyze and define contractual/commercial terms
• Ability to work effectively with all levels of an organization and in diverse environments
• Authorization to work in the US is required, this position is not eligible for visa sponsorship
• Comfortable and experienced in speaking as well as presenting to large audiences, including senior leadership
• Available for overnight travel (40%)
• Excellent organizational skills and the ability to multi tusk
• Two (2) years’ experience leading large cross-functional product or supply chain projects
• Strong financial and analytical skills
• High School diploma or General Education Diploma (GED)
• Broad knowledge of airline and food and beverage industry
• Knowledge of management concepts, practices and techniques
• Must pass a pre-employment drug test
• Strong verbal and written communication skills
• Proficiency with MS Office suite (minimum Excel, PowerPoint, Outlook, Word)
• Ability to work well with others and complete tasks with minimal supervision
• Five (5) years of Product Operations Management or experience in related field

Preferred Experience And Qualifications

• Bachelor's degree in supply chain management, Business Administration, Finance or a related field
• Strong analytical and presentation skills
• Relevant experience in aviation or a similar industry
• Six (6) years of Product Operations Management experience or experience in related field
• In depth knowledge of supply chain and process management tools
• Experience managing and negotiating with external Business partners

Crewmember Expectations:

• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Regular attendance and punctuality
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• 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))
• Able to maintain a professional appearance
• Potential need to work flexible hours and be available to respond on short notice
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft

Equipment:

• Computer and other office equipment

Working Conditions:

• Airport Environment
• Normal Office Environment
• Catering kitchen environment

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 $81,000 and $136,200 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.