Position Summary

The Vice President Airports Experience reports to the Senior Vice President Customer Experience to develop and execute the Airports strategy and drive the JetBlue Culture. The Vice President ensures effective airport operations, from the curb to the runway, and the delivery of the JetBlue experience. This position has overall responsibility and authority for the quality and acceptance of the Airports Operations policies and procedures. In addition, the Vice President Airports Experience ensures that policies and practices are conducted in accordance with applicable federal regulations and standards. The Vice President provides strategic vision and leadership to the Airports team to influence crewmember engagement and preserve the direct relationship.

The Vice President, Airports Experience is a vital member of the Operations Leadership team that is dedicated to ensuring the safe and efficient delivery of the JetBlue Experience on every flight. The Vice President is a highly involved leader who thrives in a 24/7 non-routine work environment and is comfortable working under pressure and time constraints. The Vice President also enjoys coaching and influencing others, developing and maintaining ongoing relationships, and is a resilient and influential leader whose values match JetBlue’s Values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

• Develop and oversee the execution of the long-term Airports strategy to ensure the Airports team is a premier service provider that supports crewleaders, crewmembers, customers, business partners, and the operational needs of the business
• Oversee Airports budget and operating plan with the goal of improving the customer experience while hitting productivity targets and maintaining a competitive cost structure
• Oversee day-to-day Airport operations to create a safe, secure, and legally compliant service-conscious environment
• Accountable to senior management for ensuring the safety and security of ground handling operations
• Track and monitor operational metrics, engagement metrics, and net promoter scores (customer loyalty) for customers and crewmembers to drive improved operations and service
• Develop and execute strategies that improve operational reliability, productivity and efficiency, without sacrificing service standards
• Develop and oversee effective program and project management such that strategic programs are implemented within schedule, scope, and budget
• Partner with other senior leaders, including Planning Teams and Crew Relations to proactively address crewmember issues/concerns, promote collaboration and ensure corporate and departmental initiatives have a successful implementation while considering crewmember and operational impact
• Partner with internal and external stakeholders, including Safety, Security and Internal Audit, etc., to ensure that Airports policies, programs, and procedures are in full compliance with all applicable laws in a multi-state and international business environment and are aligned to the company strategy
• Work closely with IT to partner on innovative and efficient technology that drives the Airport future state
• Communicate regularly on JetBlue activities/developments with Airport leaders and Crewmembers, and partner with Values Committees (frontline Crewmember group) to deliver leadership support, stay connected with frontline crewmembers and their interest, and to preserve the direct relationship
• Act as a brand ambassador and representative of JetBlue Leadership at external corporate (i.e., True Blue events, community service, etc.) and internal crewmember events
• Oversee and ensure team readiness for response to significant irregular operations and emergency events Take a significant role in the development of crewmembers to support the engagement, growth, goal achievement and development of crewmembers and this role’s and the department’s succession plan
• Other duties as assigned

Minimum Experience and Qualifications

• High School Diploma or GED
• Ten (10 years in an airport operations/logistics role
• Five (5) years of experience in a leadership role leading large teams of frontline crewmembers
• Managing a budget/operating plan
• Managing a full strategic project or cross-functional initiative
• Building a staffing analysis to ensure proper resource allocation
• Acting as a brand ambassador at internal and external corporate events
• Making presentations to senior leadership teams and frontline workers with ease and poise
• Leading airport operations during regular and irregular operations
• Available for frequent overnight travel (50%)
• Able to work flexible hours and be available for emergency response and on short notice
• Able to pass a ten (10) year background check and pre-employment drug test
• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

• Bachelor’s Degree in Business or a related field preferred
• Experience with union and/or labor matters preferred
• Prior Customer service experience
• Leading a large decentralized team

Crewmember Expectations

• Regular attendance and punctuality
• Long Island City-based 2-3 days per week, with four days per week on average spent at either Long Island City or in Focus City JetBlue operations
• Availability to work flexible hours and be the ability to respond on short-notice
• Well-groomed and able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun, and Passion
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and security 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) and Safety Action Report (SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures, and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities

Equipment

• Computer and other office equipment

Physical Effort

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

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