Senior Manager System Operations

 

 

The Senior Manager System Operations leads the systems Operations teams within the System Operations Center (SOC), ensuring safe, compliant, and efficient operational management. This role oversees Managers on Duty SOC ensuring they effectively manage front-line crewmembers, drive operational excellence, and provide exceptional customer support to external teams.

 

Cross training in other SOC leadership roles is a requirement of this position including knowledge and execution as a Manager on Duty System Operations Center, Duty Director Systems Operations, and Incident Commander during crisis management. The Senior Manager SOC coordinates across departments to solve operational problems with an emphasis on staying ahead of the airline schedule, anticipating and planning for disruptions and other duties as assigned by the Managing Director System Operations & Dispatch.

 

As a senior operational leader, the Senior Manager is responsible for collaborating with all SOC teams for system performance, regulatory compliance, and the execution of operational strategies that support JetBlue’s business objectives. This position also drives process optimization, technology adoption, and workforce development while fostering a customer-centric culture within the SOC.

Essential Responsibilities

• Provide coaching, guidance, and accountability, ensuring a strong leadership pipeline and alignment with organizational goals
• Oversee compliance with Federal Aviation Administration (FAA) regulations, collaboration with the Director of Operations Office, and ensuring adherence to Operational specifications and company policies
• Lead operational decision-making during Irregular Operations (IROPs), developing and executing recovery strategies in collaboration with Crew Services, Customer Experience (CEX), Dispatch, and Tech Ops leadership
• Drive operational performance through data analysis, identifying trends, and recommending strategic improvements
• Enhance IROP recovery processes through continuous improvement initiatives, technology integration, and cross-departmental collaboration
• Serve as an escalation point for critical operational decisions and problem-solving in real-time to maintain operational integrity
• Collaborate with Financial Planning & Analysis (FP&A) to manage budget controls
• Ensure team readiness for response to significant irregular operations and emergency events and respond as Incident Director when required
• Foster a culture of safety, compliance, and continuous improvement, driving engagement and accountability across all teams
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement 
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s Degree in a relevant 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
• Six (6) years of experience working in a 121 airline SOC or Airport Operations Control Center or related experience
• Three (3) years of experience in a leadership role (Manager level or above)
• Experience with IROP Solver technologies and operational management systems
• Experience in effectively leading and developing teams
• Able to work flexible hours and rotating shifts
• Available for an emergency response to SOC (Long Island City, NY) on weekends, holidays, and odd hours with a maximum of two hours’ notice
• Available for overnight travel (10%)
• Must pass a 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 Experience and Qualifications

• Valid FAA license in Dispatch, Airline Transport Pilot (ATP), and/or Airframe and Powerplant (A&P)
• Experience leading cross-functional initiatives to enhance efficiency and drive performance

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short notice
• 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, Passion, and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• Promote JetB