Supervisor Airport Operations

JetBlue Airways Corporation•City of White Plains, NY

1d•$64,000 - $96,000•Onsite

About The Position

The Airport Operations Supervisor leads and develops strategic relationships with JetBlue crewmembers, internal departments, and customers, and may also work with business partners depending on the station. The Supervisor coaches and mentors Airports crewmembers and collaborates with Managers to execute operational strategy, support successful customer interactions, control costs, drive revenue, and uphold safety standards. This leadership role directly oversees and supports crewmembers carrying out JetBlue’s airport operations. The Airports Operations team safely performs above-the-wing processes where required, including customer check-in, baggage tagging and acceptance, flight boarding, connecting customers, irregular operations, station operations, and Baggage Service Office functions. The Supervisor may also perform frontline duties and provide administrative support depending on station size.

Requirements

High school diploma or GED.
Three years of customer service, sales, or airline experience, or one year of JetBlue Customer Experience (CEX) experience.
Able to stand continuously for up to four hours at a time.
Proficient written and verbal English.
Ability to handle confidential information professionally and diplomatically.
Able to travel and work variable hours and flexible shifts, including holidays and weekends.
Ability to perform under pressure and within fixed time constraints.
Proficient in Microsoft Office.
Able to use handheld radios and microphones to communicate with operations and make terminal announcements.
Able to work with payment methods including cash, credit cards, and travelers checks.
Knowledge of cash management and record-keeping procedures.
Able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge.
Depending on location, able to acquire and maintain United States Customs Clearance.
Available 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 United States is required, and visa sponsorship is not available.
Internal candidates must be in good standing in attendance, performance, and safety.
Regular attendance and punctuality; ability to work flexible hours and respond on short notice when needed.
Ability to maintain a professional appearance and align with JetBlue’s values of Safety, Caring, Integrity, Passion, and Fun.
Adhere to applicable laws and regulations, including FAA, OSHA, and DOT requirements, and company policies, procedures, and risk controls.
Understand and uphold safety performance metric goals relevant to the role.
The use of ChatGPT or any other automated tool during the interview process disqualifies a candidate from consideration.

Nice To Haves

Outstanding leadership capabilities, including the ability to lead, train, and motivate.
One year of JetBlue CEX experience.
One year of leadership or supervisory experience, preferably in the airline industry.
Knowledge of Airport Operations and/or Ground Operations.
Knowledge of Sabre.
Knowledge of Flight Load Monitoring (FLM), Blue Eye, Complaint Resolution Official (CRO), and Ground Security Coordinator (GSC).
Excellent time management and prioritization skills.
Excellent customer service skills.
Ability to think creatively.
Bilingual skills.

Responsibilities

Monitor and execute station safety and security programs, ensuring a safe and secure workplace for crewmembers, customers, business partners, aircraft, facilities, and ground service equipment where applicable, while meeting federal and local requirements.
Lead and oversee customer service and the delivery of hospitality and JetBlue Promises; resolve escalated issues involving customers and/or crewmembers.
Support, coach, and train Airports crewmembers; encourage engagement and contribute to their development through performance management and formal and informal feedback.
Brief Airports crewmembers and/or business partners before each shift and report relevant shift information, including maintenance issues or cancellations, to the crewleader on duty.
Identify operational challenges and implement improvements to support on-time performance initiatives.
Support Management in executing operational strategy and assume Manager or General Manager responsibilities when they are unavailable.
Direct and guide Airports crewmembers through operational issues and coordinate with applicable stakeholders and business partners to promote collaboration and accountability.
Obtain and maintain Airport and/or Ground Operations qualifications as required.
Ensure policies and procedures comply with System Airports Performance and Quality (SAPQ) and applicable federal regulations and standards; escalate non-compliance and other operational issues to Leadership and monitor events.
Partner with JetBlue University, including the JBU Field Educator, to support effective training, successful customer interactions, and safety standards.
Evaluate daily crewmember shift schedules and assignments for efficiency during regular and irregular operations; anticipate staffing challenges and assign crewmembers to applicable areas as needed.
Perform frontline duties and assist Frontline crewmembers as needed.
Provide administrative support when assigned, depending on station size.
Perform other duties as assigned.
Train new Airport Operations crewmembers during onboarding and take on additional operational and administrative responsibilities.
Maintain regular attendance and punctuality, a professional appearance, and flexibility to respond to short-notice scheduling needs.
Promote safety as a Safety Ambassador; identify and report safety or security concerns, incidents, and hazards, and adhere to applicable laws, regulations, company policies, procedures, and risk controls.
When working or traveling on JetBlue flights, assist with light aircraft cleaning if capable and time permits.