Senior Project Manager Loyalty Lounges

 

 

Position Summary:

The Senior Project Manager of Loyalty Lounges and Airport Experience is responsible for conducting the effective collaboration between all JFK BlueHouse stakeholders in order to maintain an exceptional program delivery. The Senior Project Manager combines a keen understanding of JetBlue's Operations and commercial initiatives, while leading long term strategic goals and day to day decision making. This position directly reports to the Senior Manager Loyalty Lounges and Airport Experience.

 

 

Essential Responsibilities

• Daily coordination among all BlueHouse operational stakeholders, including but not limited to Airports, JFK Facilities, JFK Janitorial, JFK CTS, and Business Partners
• Coordinates with Financial Planning and Analysis, Airports, Product and Business Partners on staffing, and costs of goods and services to maintain alignment with the BlueHouse Operational Budget
• Manages key business partners that provide BlueHouse services, using a deep understanding of contracts, applying Service Level Agreements, and reviewing invoices for accuracy
• Responsible for providing guidance on operational decisions, including the sales of one time passes and opening/closing time adjustments based on customer forecasts
• Serves as Point of Contact during Irregular Operations, coordinating status of operational readiness amongst all BlueHouse stakeholders
• Identifies systemic issues that negatively impact BlueHouse customer experience, makes recommendations on solutions and leads implementation
• Responsible for delivering executive BlueHouse financial and KPI reporting
• Partners with IT to build out and implement capabilities across all touchpoints in the customer journey
• 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
• Four (4) years of Airline Operations, Loyalty, or Customer Experience in an Airport environment
• Two (2) years of experience managing projects
• Strong proficiency in using Microsoft Office, especially Outlook, Excel and PowerPoint
• Ability to manage multiple competing priorities in a fast-paced environment
• Comprehension of Customer behavior, Digital and Customer personalization space
• Ability to build relationships and work across all levels and influence with impact
• Available for occasional overnight travel (10%)
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• 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

• Five (5) years of Airline Operations, Loyalty, or Customer Experience in an Airport environment
• Three (3) years of leadership experience in an operational or airport environment
• Ability to cultivate a broad understanding of JetBlue’s Customer Personalization strategy including marketing, operations, metrics, financials, customer experience and training
• Knowledge of airline industry trends and travel technology
• Knowledge of customer engagement strategies, tactics, tools and production
• Highly motivated, capable of taking initiative, flexible within a constantly changing environment, and a self-starter with the ability to multitask
• Excellent verbal (telephone) and written communication skills with the ability to communicate ideas and recommendations to all levels within the company

 

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 appro