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JetBlue · 1 day ago

Manager Customer Support Oversight

Orlando, FL

Full-time

Onsite

Mid, Senior Level

5+ years exp

JetBlue is seeking a Manager Customer Support Oversight who will support and maintain Customer Support’s strategy covering all external relationships. The role involves overseeing contract management, driving performance improvement, and ensuring compliance with service level agreements.

Air TransportationTransportation

No H1B

Responsibilities

Contribute to and oversee the execution of the comprehensive Customer Support business partner transformational strategy to dramatically improve individual business partner performance, customer satisfaction metrics, financial metrics, and leader oversight

Provide business management of Customer Support contracts; work with Strategic Sourcing to ensure executable performance measures across all contracts; work with Finance and Customer Support Workforce Planning to develop and maintain staffing plans; regular reporting to Customer Support leadership on overall contract and business partner effectiveness

Ensure Customer Support Senior Manager’s complete understanding and enforcement of existing contracts through regular outreach and reporting

Identify continuous improvement opportunities for all business partners to drive compliance of contractual obligations

Develop regular JetBlue Customer Support Business Review meetings to review overall JetBlue performance, share business partner effectiveness, and share best practices throughout the JetBlue network

Prepare and manage a budget including plan variance research and reporting

Maintain engagement of the operation and provide support to business partners, Supervisors, and crewmembers when needed

Collaborate with other Customer Support and JetBlue teams to build effective relationships of alignment and unity

Take ownership of business partner key performance indicators (KPI’s) and drive improved performance

Partner with Strategic Sourcing to negotiate existing and new business partner contracts based on adherence to performance expectations, competitive landscape, and budgetary circumstances; define business requirements, including “Plain English” service level agreement contract language

Ensure that policies and procedures are conducted in accordance with applicable federal regulations and standards

Take a significant role in the development of crewmembers to support their engagement, growth, goal achievement by establishing clear performance expectations and accountability for crewmembers

Manage and develop a small team of Customer Support Oversight Supervisors

Other duties, including potentially other department oversight, as assigned

Qualification

Contract managementQuantitative analysisLeadershipCustomer serviceBusiness partner negotiationProject managementBudget managementRelationship buildingDetail-orientedOrganizational skills

Required

High School Diploma or General Education Development (GED) Diploma

Five (5) years of Contact Center industry, contract management, finance, and/or airline experience

Three (3) years in a leadership role managing a team or overseeing business partners

Available for international overnight travel (50%)

Currently in possession of a valid passport or equivalent travel documents with the ability to travel in and out of the United States

Able to work flexible hours and be available for emergency response and on short notice

Must pass a ten (10) year background check and 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

Preferred

Bachelor's degree in Business or a related area

Working knowledge of all the areas within Customer Support (Operational and Support Services)

Three (3) years of Project management experience

Three (3) years of Quality management experience

Three (3) years of Quantitative analysis experience

Three (3) years of business partner contract management and negotiation experience

Three (3) years of customer service experience, preferably in the airline industry

Company

JetBlue

Glassdoor3.7

When JetBlue first took flight in February 2000, our founding goal was to bring humanity back to air travel, and over two decades later, we still put our customers, crewmembers and communities at the center of everything we do.

Founded in 1998

Long Island City, New York, USA

10001+ employees