Manager System Operations Center

The Manager on Duty (MOD) is responsible for the safe, timely, efficient, and courteous management of the System Operations Center (SOC). This includes a fast, easy, and humanistic approach for the on-time departure of each JetBlue flight. The Manager is accountable for the performance of the System Operations Center team, the customers' and crewmembers' positive experience, and the professional image of the department. The Manager coordinates across departments to solve operational problems with an emphasis on staying ahead of the airline schedule, anticipating and planning for disruptions and other duties as assigned by the Duty Director, System Operations.

Essential Responsibilities:

• Manage the operational resources of the airline to ensure maximum operational performance as measured by the Department of Transportation (DOT) and Customer Experience Metrics
• Assess, execute, and communicate operational decisions while ensuring safety, the quality of the "JetBlue Customer experience," and good economics during decision making
• Create, communicate, and execute customer and operational recovery plans during System Disruptions caused by weather, Air Traffic Control (ATC), maintenance or security disruptions
• Coordinate cross-departmentally during the daily operation to optimize the system
• Special project involvement as directed
• Take a significant role in the development of System Operations crewmembers to support engagement, growth, and goal achievement
• Other duties as assigned

Minimum Experience and Qualifications:

• High School Diploma or General Education Development (GED) Diploma
• Five (5) years of airline experience
• Three (3) years of JetBlue Dispatcher, Air Traffic System Controller (ATSC), or System Controller experience and/or three (3) years in an operational leadership role within JetBlue (Manager level or higher)
• Available for occasional overnight travel (20%)
• 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

• Bachelor's degree in Aviation or a related field
• Valid Federal Aviation Administration (FAA) Aircraft Dispatch, Airframe & Powerplant (A&P), Air Traffic Control Tower Operator or Pilot certificate
• Ten (10) years of airline experience
• Project management experience
• Application knowledge in: WIPRO TOPS Airline Operations platform or similar system, and disruption management tools
• Proficient in Microsoft Office suite
• Able to think creatively and to work under pressure in a team environment
• Ability to handle highly complex decision-making through the establishment and review of broad/department/business objectives
• Excellent verbal and written communication skills as well as strong analytical abilities
• Strong leadership skills and interpersonal skills

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
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards
• 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))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue's safety performance metric goals and understand how they relate to their duties and responsibilities
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• A flexible work schedule is required to cover the operation twenty-four (24) hours per day, seven (7) days per week
• Shift work is required
• Crewmembers work 12 hour shifts to support the operations with staggered days off

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position is between $100,000.00 and $150,00.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.