Customer Recovery Lead

JetBlue Airways Corporation•New York, NY

About The Position

The Customer Recovery Lead (CRL) serves as a customer advocate for JetBlue in the Systems Operation Center (SOC), executing real-time solutions and coordinating customer recovery efforts between the SOC and all BlueCities. The role works closely with operational teams to provide timely recovery information affecting crewmembers and customers. The CRL supports disruption response, monitors flights and operational initiatives, coordinates customer recovery plans, and updates flight capacity and schedules using JetBlue systems. The position also supports the SOC Manager on Duty and System Controller with communications during irregular operations.

Requirements

High school diploma or General Education Development (GED) diploma.
One year of previous airline operations experience.
Ability to work under pressure in a team environment.
Ability to handle multiple tasks in a fast-paced environment.
Excellent verbal and written skills.
Strong analytical abilities.
Ability to work variable hours and flexible shifts, including holidays and weekends.
Availability for occasional overnight travel (10%).
Must pass a pre-employment drug test.
Must be legally eligible to work in the country where the position is located; authorization to work in the US is required, and visa sponsorship is not available.
Regular attendance and punctuality.
Ability to maintain a professional appearance.
Appropriate organizational fit with JetBlue culture and its values of Safety, Caring, Integrity, Passion, and Fun.
Use of ChatGPT or another automated tool during the interview process disqualifies a candidate from consideration.

Nice To Haves

Two years of airline experience.
Proficiency with Microsoft Office suite.
Previous coordination or gate management experience.
Proficiency in Sabre software.
Knowledge of DPAX and Uber for Business.
Knowledge of Solution-tek.
Knowledge of 15below.

Responsibilities

Support SOC Crewleaders and Customer Recovery Duty Managers during flight disruptions by providing customer recovery options and coordination.
Communicate daily with BlueCity leadership and SOC crewmembers to ensure customer needs are met.
Monitor, support, and coordinate customer recovery for offline flight disruptions, including fuel, hotels, food, and ground transportation.
Monitor flights for potential misconnections and coordinate customer recovery plans with BlueCities.
Monitor Air Traffic Control Traffic Management Initiatives (ATC TMIs).
Adjust capacity on JetBlue flights as required for equipment changes using Sabre Sonic Inventory (SSI).
Process aircraft downgauges and Mint MELs.
Create extra-section flights as needed in Sabre Schedule Change Control.
Flag daily group bookings and monitor Red Zone and Jumpstart flights using JetBlue’s aircraft tracking software.
Monitor, log, and communicate missing Out Off On In (OOOI) times, flight disruptions, and tarmac delays.
Assist the SOC Manager on Duty (MOD) and System Controller with communications during Irregular Operations (IROPs).
Perform other duties as assigned.
Maintain regular attendance and punctuality, and be available to respond at short notice when needed.
Maintain a professional appearance and, when working or traveling on JetBlue flights if time permits, assist with light aircraft cleaning if capable.
Support JetBlue’s Safety Management System, Safety Policy, and behavioral standards; identify and report safety or security concerns, incidents, and hazards, including through ASAP or SAR.