Senior Analyst Digital Operations

Position Summary

The Digital Operations Lead – Web will support the Digital Experience team in delivering initiatives for our customer-facing web and mobile products. In addition to troubleshooting and supporting digital initiatives, this role will take the lead in optimizing workflows, implementing scalable solutions, and collaborating with cross-functional teams to improve the digital experience.

Essential Responsibilities

• Support the Digital Experience team’s work on maintenance and enhancements of JetBlue’s Digital products on web
• Assist the team with optimizing design & user experience (UX)
• Lead investigations for web products and cross product investigations
• Work with broader technical team and business partners to reproduce issues and document root cause analysis
• Partner with Data & Analytics teams to design and implement new product metric dashboards, ensuring real-time insights into digital product performance
• Collaborate with stakeholders and customer experience teams to analyze customer feedback, identify pain points, and drive enhancements based on data-driven insights
• Participate in the User Acceptance Testing and Quality Assurance process to validate end products meet the business vision
• Provide guidance to a team of Support Analysts in conducting product investigations, building data insights, and driving process improvements
• Join production outage bridges to assist in investigating reported issues
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree in Computer Science/IT or a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Three (3) years of experience working on a web site, mobile app, digital design & UX, etc.
• Knowledge of Digital landscape
• Strong organizational, analytical and communication skills
• Available for occasional overnight travel (10%)
• In possession of valid travel documents with the ability to travel in and out of the United States
• Able to work flexible hours and be available for an emergency response on short notice
• 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

• Knowledge of web applications
• Knowledge of industry landscape and experience managing digital consumer-facing products
• Strong interpersonal skills
• Ability to work effectively with all levels and in diverse environments
• Ability to work in a high-pressure environment
• Ability to rapidly resolve issues and recognize when escalation is necessary
• Excellent problem solving and structured thinking skills
• Flexibility, agility and change management skills