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Position Summary The Customer Recovery Standards and Programs Analyst will assist the day-to-day execution of interdepartmental and cross functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position, and customer satisfaction for the Customer Recovery team in the System Operations Center (SOC). The Analyst is responsible for coordinating, developing, communicating, and ensuring compliance with all process and procedure changes related to Customer Recovery. The Analyst is also responsible for maintaining the Customer Recovery Manual, including communicating updates.
The Analyst reports into the Customer Recovery Senior Manager while working closely with various departments, including SOC, Inflight, Airports and Customer Support to ensure critical information is updated and communicated in a timely manner.
. Essential Responsibilities
Support the Customer Recovery team with project prioritization and timeline activities
Assist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statuses
Assist in the preparation of Customer Recovery documents for Policy Rollout
Conduct interdepartmental and cross-functional initiatives with process owners to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future-state processes, and support implementation of new processes
Strategically align process and policy creation and improvement with the introduction of new Customer and Crewmember Standards and Programs in Customer Recovery
Produce reports regularly to provide progress and status updates on initiatives and projects
Serve as a subject matter expert for Customer Recovery
Partner with JetBlue University for training curriculum development and updates
Work closely with Technical Publications for manual updates
Assist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelines.
Successfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement, and continuous improvement
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
One (1) year or airline experience
Knowledge of computer programs including Excel, Word, PowerPoint and SharePoint
Ability to project manage and define necessary resources for successful completion of projects
Excellent verbal and written communication skills
Highly organized and possess the ability to prepare concise and accurate documentation for project requirements and vision
Available for occasional 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
Knowledge of Visio or other flowcharting computer programs
Detail-oriented and able to track multiple projects
Valid Project Management Professional (PMP) certification
Two (2) years of Airline experience
Two (2) years of experience in project management, operations management or similar work experience
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
Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position
