Senior Analyst Continuous Improvement & PMO

Position Summary

The Senior Analyst Continuous Improvement & Project Management Office (CI&PMO) is responsible for day-to-day managing of large scale, cross-functional programs that create efficiencies and process improvements aimed towards solving key structural and cost challenges (particularly in the Customer Support area). The position will also focus on programs that are strategic or otherwise critical for the company’s success, utilizing methodologies of Six Sigma and Project Management Professional tools and techniques. The Senior Analyst is an influential crewmember who is comfortable with maintaining a public profile and is skilled at building and maintaining relationships throughout the company at all levels, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

• Continually communicate updates on project statuses and issues to CI&PMO Team Leadership and Project Team Leadership via regular communications and status reports
• Manage initiative timelines to meet established milestones 
• Conduct large cross-functional meetings and feel comfortable helping guide participants to the goals and objectives as outlined and set forth, to accomplish project goals
• Manage schedules and timelines, stakeholders, resourcing, budgets, assets and overall project organization to ensure the team meets project requirements, expectations, and established milestones
• Act as single point of contact for each project on schedule, cost, and scope – while managing risks
• Coordinate inter-team activities and project dependencies to ensure on-time program deliverables
• Assist with the identification and prioritization of opportunities where process redesign/improvement can significantly impact efficiency, compliance, quality, profitability, competitive position and customer satisfaction
• Conduct process improvement initiatives with process owners which includes: documenting current process to identify pain points and opportunities, performing supporting data analysis, facilitating the design of the process changes, and supporting implementation of the process change
• Regularly communicate with department leadership, sponsors, and stakeholders
• Assist with creating and maintaining a measurement tool to monitor performance and improvements in key metrics for projects supported
• Assist with business case development and identification of project costs and benefits to calculate return on investment
• Assemble and present assessment results and recommendations to department and company leadership in conjunction with project team
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s degree OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience
• Three (3) years of related work experience 
• Understanding and experience with multi-channel contact center operations
• Experience leading projects with a heavy IT component
• Knowledge of and ability to apply Six Sigma and Project Management tools techniques, tools, and documentation practices
• Proficient with the Microsoft Office suite especially strong in Microsoft Excel, Visio, and PowerPoint 
• Must be a team player and work effectively cross-departmentally 
• Show a passion to get the job done