Manager Duty Customer Experience - Long Island City, NY

ATTENTION MILITARY AFFILIATED JOB SEEKERS, - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to, Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is 'On-Site' at the location detailed in the job description.Position Summary:This position will serve as the voice of the customer in the System Operations Center (SOC) in our Long Island City Support Center (LSC) and will influence decisions during disruption planning, execution, and recovery. The Manager CEX Duty is responsible for all customer facets of day-to-day operational tasks. The Manager CEX Duty ensures quality, efficiency and consistency in the execution and implementation of operational policies and standards. The Manager CEX Duty is responsible for team success of operational targets and goals and ensures coordination for all real time disruption events. The Manager CEX Duty is responsible for the execution of customer recovery efforts and working closely with operational teams to mitigate operational challenges that arise. This role reports directly to the Director, Business Continuity and Emergency Response.Essential Responsibilities:Partner with operational teams to identify operational challenges and proactively develop recovery strategies for impacted customers, ensuring that the quality of Customer Service is in-line with customer expectations and compliant with our Customer Recovery PlanCoordinate with Operational workgroups to support the daily operation and customer experience, including but not limited to fee waivers, extra section recommendations, cancellation impact, misconnects processing, service experience impactAssess, execute and communicate operational decisions to teams responsible for handling disruption recovery, while ensuring safety, the quality of the âœJetBlue Customer experience❠and good economics during decision makingOversee and manage the workflow, and assignments of customer disruption recovery focused rolesServe as key leader to the Customer Service Coordinators to ensure teams are executing and communicating recovery plansResponsible for requesting, editing, and ensuring that real-time operational customer communications are published or deliveredCreate, communicate and execute customer recovery plans during disruptions caused by weather, air-traffic control (ATC), maintenance, security disruptions, or customer disruptionsTake an active role in implementing process improvements for customer recovery procedures including participating in or conducting team debriefsServe as support for operational teams, relaying information relevant to the operation that will impact staffing or postureCoach, guide and support teams responsible for recovery efforts including conducting shift briefingsResponsible for compliance with JetBlueâs Customer Service Plan through daily oversight and auditingTake a significant role in the development of crewmembers to support their engagement, growth, and goal achievementAd-hoc projects to improve team morale, process and proceduresOther duties as assigned

Created: 2025-11-17