Supervisor Airport and Ground Operations

JetBlue Airways Corporation

About The Position

The Airport and Ground Operations Supervisor leads, develops and maintains strategic relationships with JetBlue crewmembers, internal departments, and customers; depending on the specific station, this responsibility may extend to business partners as well. The Supervisor serves Airports crewmembers as well as business partners, when applicable, through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Supervisor will collaborate and partner closely with Manager(s) in the execution of the operational strategy to ensure success of our customer interactions, control costs, drive revenue, and uphold safety standards. The Supervisor is a leadership role, directly overseeing and supporting crewmembers responsible for the execution of JetBlue’s Airport and Ground Operations. The Airports Operations team is responsible for safely performing all processes above the wing, where required, including but not limited to customer check-in, tagging and accepting baggage, boarding of flights, connecting customers, irregular operations, station operations, and Baggage Service Office (BSO). The Ground Operations team is responsible for safely performing all processes below the wing, where required, including but not limited to bag room, loading of baggage, transfer baggage, safety compliance, cleaning of aircraft, station operations, baggage scanning and ensuring the safe operation of all aircraft.

Requirements

High School Diploma or General Education Development (GED) Diploma
Three (3) years of customer service, sales, or airline experience, OR one (1) year of JetBlue Customer Experience (CEX) team experience
Able to stand continuously up to four (4) hours at a time
Proficient in written and verbal English
Ability to handle confidential information with professionalism and diplomacy
Able to travel and/or work variable hours, flexible shifts, including holidays and weekends
Ability to perform under pressure and fixed time constraints
Proficient knowledge in Microsoft office
Must be able to use handheld radios and microphones to communicate with operations and make all terminal announcements
Able to work with various forms of payment (cash, credit cards, travelers checks, etc)
Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
Depending on location, may need to acquire and maintain a United States Customs Clearance
Supervisors overseeing Ground Operations must possess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standards
Available for overnight travel (10%)
Must pass a ten (10) year background check and 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
For internal candidates, good standing in attendance performance and safety

Nice To Haves

Outstanding leadership capabilities, with ability to lead, train and motivate
One (1) year of leadership or Supervision experience, preferably in the Airline industry
Knowledgeable in Airport Operations and/or Ground Operations
Knowledgeable in Sabre and Movement Control Web
Knowledgeable in Flight Load Monitoring (FLM), Blue Eye, Complaint Resolution Official (CRO), Ground Security Coordinator (GSC)
Excellent time management and prioritization skills
Excellent Customer service skills
Ability to think creatively
Bilingual skills

Responsibilities

Accountable to senior leadership for monitoring and executing the safety and security programs at the station to ensure a safe and secure workplace for crewmembers, customers, business partners, aircraft, facilities, and ground service equipment (GSE) (where applicable) -- responsible for meeting federal and local requirements.
Provides exceptional service to both internal and external customers by leading and overseeing the delivery of hospitality and JetBlue Promises, which are in-line with the high expectations customers have for JetBlue. Responsible for resolving and handling escalated issues with customers and/or crewmembers.
Supports, coaches, and trains Airports crewmembers, encourages engagement, and takes a significant role in their development and growth achievement through effective performance management and ongoing constructive formal and informal feedback.
Briefs Airports crewmembers and/or business partners prior to each shift and reports all relevant information concerning shift to crewleader on duty, including any maintenance issues or cancellations.
Strategically identifies operational challenges and implement improvements to maximize and ensure success of on-time performance initiatives.
Supports Management in the execution of the operational strategy and assumes Manager/General Manager responsibilities when they are not available.
Directs and guides Airports crewmembers through operational issues while coordinating efforts with all applicable stakeholders throughout the operation as well as business partners in order to ensure effective day-to-day collaboration and accountability.
Obtains and stays current on Airport and/or Ground Operations qualifications, as required.
Ensures that policies and procedures are conducted in accordance with System Airports Performance and Quality (SAPQ) team and applicable federal regulations and standards, including escalating any non-compliance to Leadership, and advising of any other escalated operational issues while monitoring events.
Partners with JetBlue University (JBU) including the JBU Field Educator to ensure effective training that leads to successful customer interactions and upholds safety standards.
Evaluates daily crewmember shift schedules and assignments to ensure maximum efficiency during regular and irregular operations. Must be able to stay ahead of any potential staffing challenges during both regular and irregular operations. Additionally, Supervisor should be able to plot and assign crewmembers to all applicable areas as needed.
Required to fulfill frontline duties and assist in supporting Frontline crewmembers as needed.
Administrative support oversights may be assigned, depending on station size.
Other duties as assigned, including special projects.