Senior Manager Customer Recovery

JetBlue Airways Corporation•New York, NY

1d•Onsite

About The Position

The Senior Manager Customer Recovery leads the Customer Recovery team within the System Operations Center (SOC), ensuring cross functional, coordinated customer recovery execution during disruptions and focused on delivering excellent customer recovery results. This role provides day-to-day leadership across SOC–Customer Recovery, driving operational excellence through clear priorities, rapid response, and consistent follow-through across shifts and partner teams. This role reports to the Business Continuity, Emergency Response, and Customer Recovery Director. The Customer Recovery Senior Manager serves as the primary day-to-day execution and oversight lead for the SOC Customer Recovery team, translating the Customer Recovery operating model into repeatable frontline execution across shifts. This role drives cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology partners to remove blockers, maintain execution integrity, and strengthen recovery performance over time. As a senior operational leader, the Senior Manager is responsible for performance management, standards adoption, operating cadence, and continuous improvement, with an emphasis on anticipating disruption impacts on customers, enabling consistent execution of customer recovery actions, and translating performance insights into actions that improve customer outcomes.

Requirements

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
Six (6) years of experience in airline operations, SOC/IOC environments, disruption management, or comparable real-time operational leadership roles
Three (3) years of experience in a leadership role (Manager level or above), including performance management and team development
Demonstrated ability to lead cross-functional execution under time pressure through prioritization, escalation, and accountability
Strong written and verbal communication skills with the ability to synthesize quickly and communicate priorities, risks, and decisions clearly
Able to work flexible hours and rotating shifts aligned to 24/7 operating needs, including availability during major disruption events
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

Nice To Haves

Experience leading cross-functional initiatives to enhance efficiency and drive performance
Experience establishing operating cadence, escalation models, and post-event review disciplines
Experience collaborating with data and analytics functions to generate insights, inform operational decision-making, and drive continuous improvement
Experience overseeing customer communications strategy and execution in an operational environment, ensuring clear and timely customer-facing messaging preferred
Experience governing standards, playbooks, and training readiness in an operational environment
Experience partnering with Technology/Product teams on requirements definition, prioritization, and operational rollouts

Responsibilities

Lead day-to-day Customer Recovery execution during disruptions, setting priorities and coordinating actions across SOC-Customer Recovery
Serve as the escalation point for critical customer recovery decisions, ensuring risks/tradeoffs are surfaced early, decisions are documented, and actions are closed
Lead and oversee the Customer Recovery Communications, Product, and Programs & Standards teams, ensuring their work supports recovery execution and continuous improvement
Oversee customer recovery communications strategy and execution during disruptions, ensuring timely, clear, and consistent customer-facing messaging aligned with operational needs
Guide and inform Product and Data/Analytics priorities by translating customer recovery needs and performance insights into actionable product requirements, reporting, and decision support
Oversee customer recovery manuals, playbooks, and standards to ensure they remain current and are applied consistently across the workgroup
Oversee shift scheduling and staffing for the Customer Recovery, ensuring reliable 24/7 operational coverage and leadership continuity across shifts
Run the real-time operating cadence (huddles, escalation routines, post-event reviews) to drive pace, clarity, and cross-team alignment
Drive cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology to remove blockers and maintain recovery integrity
Drive recovery performance leveraging data and analytics related to customer recovery operations, translating trends into prioritized actions and corrective measures
Strengthen recovery processes and standards through continuous improvement, oversight over playbook/standards upkeep, and consistent communication practices embedded across shifts and with Airports, Inflight, Customer Support, System Operations
Support labor and cost visibility in collaboration with FP&A, including budgeting inputs and operating assumptions as needed
Develop and lead the team, providing coaching, guidance, and accountability to build capability and a strong leadership pipeline
Other duties as assigned