Manager Digital Ancillaries and Payments

JetBlue Airways Corporation•New York, DC

4d•$118,800 - $177,100•Hybrid

About The Position

The Manager Digital Ancillaries and Payments leads JetBlue's product strategy and delivery for the customer journey after a Customer selects their flights, from traveler details and trip options through payment and confirmation. The role leads curious, customer-centered and data-informed product crewmembers, strengthens JetBlue Digital's product operating model, and builds partnerships across Digital, Commercial, and operational teams. The Digital Ancillaries and Payments team helps Customers complete their purchase with confidence while making it easy to understand and customize their experience. The Manager owns the customer payment experience and the capabilities that support it, including payment methods, partners, fraud and risk, compliance, reliability and operational performance. Curiosity is central to how JetBlue Digital works; this leader creates the space for teams to ask better questions, test assumptions, learn from evidence and turn those lessons into better Customer and business outcomes.

Requirements

Bachelor's Degree in Business, Product Management, Technology, Finance, a related discipline, or demonstrated capability to perform the job responsibilities with a High School Diploma/GED and at least four (4) additional years of relevant experience
Five (5) years of progressively responsible experience supporting customer-facing digital products or experiences from discovery through delivery
Three (3) years of experience supporting digital commerce, checkout, payments or similarly complex transaction experiences
Three (3) years of experience leading, coaching or developing product crewmembers or cross-functional product teams
Experience using customer insight, commercial data and operational performance to define problems, prioritize a roadmap and evaluate product outcomes
Experience leading medium- to large-scale initiatives with Design, Technology, Data, Commercial, Finance and external Business Partners
Experience managing business partner relationships, financial plans or operating budgets
Available for occasional overnight travel (up to 25%)
In possession of valid travel documents with the ability to travel in and out of the United States
Able to work flexible hours and be available for emergency response on short notice
Able to pass a pre-employment drug test
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

Nice To Haves

Experience with payment methods, payment processors or gateways, fraud and risk management, payment compliance or chargeback operations
Experience leading ancillary, checkout, e-commerce or other revenue-generating digital products
Experience presenting product strategy, tradeoffs and recommendations to senior leadership
Knowledge of audit, security and regulatory requirements affecting digital payments

Responsibilities

Lead, coach and develop product crewmembers, modeling JetBlue Digital's product operating model through clear outcomes, empowered teams, continuous discovery and disciplined delivery.
Own and communicate the product strategy and roadmap for the post-Cart purchase journey, including traveler details, seats, bags and other extras, Review and Pay, payment and confirmation.
Serve as the primary point of contact for strategic and tactical product decisions across digital ancillary and payment experiences and capabilities.
Use customer research, behavioral and performance data, commercial context, payment performance and operational insight to identify problems, prioritize opportunities and make clear tradeoffs.
Partner with the Digital Experimentation and Optimization team to shape hypotheses, prioritize tests, learn from results and scale successful changes without compromising payment reliability, compliance or Customer trust.
Partner with Commercial leaders to translate ancillary strategies into clear, relevant and customer-centered digital experiences without losing sight of long-term product quality.
Own the digital payment product portfolio, including payment acceptance, payment methods, payment partners, fraud and risk controls, compliance requirements and the reliability of the customer payment experience.
Partner with Finance, Legal, Security, Customer Support, Operations, Technology and external payment partners to manage dependencies, resolve issues and improve payment performance.
Ensure a coherent transition from Cart into the post-selection journey and a clear, dependable confirmation that the Customer has completed their purchase.
Establish, track and improve relevant product metrics, Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs), adapting measures as Company and portfolio priorities evolve.
Develop, maintain and report the financial and resource plan for the area of responsibility.
Act as the escalation point for operational support across assigned portfolio applications and payment services, with around-the-clock accessibility when required.
Partner with Strategic Sourcing to negotiate Business Partner contracts and service level agreements that align with the business unit's requirements and expectations.
Ensure JetBlue Technology and business standards and procedures are maintained in accordance with Company, audit, security and regulatory requirements.
Ensure continued accountability for product and service delivery within assigned business units and across Technology.
Partner with other Technology and Commercial leaders to clarify ownership, align roadmaps and drive efficient delivery across the customer journey.
Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement.
Other duties as assigned.