Supervisor Airport Operations

JetBlue Airways Corporation•Chicago, IL

3d•Onsite

About The Position

The Airport Operations Supervisor leads, develops, and maintains strategic relationships with JetBlue crewmembers, internal departments, customers, and, depending on the station, business partners. The Supervisor coaches and mentors Airports crewmembers and collaborates closely with Managers to execute operational strategy, support customer interactions, control costs, drive revenue, and uphold safety standards. This leadership role directly oversees and supports crewmembers executing 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 (BSO) activities. The Supervisor monitors station safety and security programs, oversees customer service, coaches and develops crewmembers, briefs teams before shifts, addresses operational challenges, and supports management. The role may include frontline duties and administrative support depending on station size. It requires airport-based shift work, including irregular and flexible hours, and may involve exposure to weather and elevated noise levels.

Requirements

High school diploma or General Education Development (GED) diploma.
Three years of customer service, sales, or airline experience, or one year of JetBlue Customer Experience (CEX) experience.
Ability to stand continuously for up to four hours at a time.
Proficient written and verbal English.
Ability to handle confidential information with professionalism and diplomacy.
Ability to travel and/or work variable hours and flexible shifts, including holidays and weekends.
Ability to perform under pressure and within fixed time constraints.
Proficient knowledge of Microsoft Office.
Ability to use handheld radios and microphones to communicate with operations and make terminal announcements.
Ability to work with forms of payment including cash, credit cards, and travelers checks.
Knowledge of cash management and record-keeping procedures.
Ability to acquire and maintain a valid Security Identification Display Area (SIDA) Badge.
Depending on location, ability to acquire and maintain United States Customs Clearance.
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; U.S. work authorization is required, and visa sponsorship is not available.
Internal candidates must be in good standing in attendance, performance, and safety.
Must exhibit JetBlue’s values of Safety, Caring, Integrity, Passion, and Fun and be an appropriate fit for JetBlue’s culture.
Must be able to handle objects up to 50 pounds frequently and 70 to 100 pounds occasionally with assistance from other people or tools, and bend, crouch, or kneel as needed.

Nice To Haves

Outstanding leadership capabilities and the ability to lead, train, and motivate.
One year of JetBlue CEX experience.
One year of leadership or supervision 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 the delivery of hospitality and JetBlue Promises to internal and external customers, and resolve escalated customer and crewmember issues.
Support, coach, and train Airports crewmembers; encourage engagement and contribute to their development through performance management and ongoing constructive 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 while coordinating with relevant stakeholders and business partners.
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 (JBU), including the JBU Field Educator, to support effective training, successful customer interactions, and safety standards.
Evaluate daily crewmember schedules and assignments to maximize efficiency during regular and irregular operations; anticipate staffing challenges and assign crewmembers to applicable areas as needed.
Perform frontline duties and support Frontline crewmembers as needed.
Provide administrative support as assigned, depending on station size.
Train new Airport Operations crewmembers during onboarding and take on additional operational and administrative responsibilities.
Maintain regular attendance and punctuality, professional appearance, and availability for flexible hours and short-notice responses as needed.
Promote safety as a Safety Ambassador; support JetBlue’s Safety Management System, Safety Policy, and behavioral standards; identify and report safety or security concerns, incidents, and hazards.
Adhere to applicable laws, regulations, Company policies, procedures, and risk controls, and support JetBlue’s safety performance goals.
When working or traveling on JetBlue flights, assist with light aircraft cleaning if capable and time permits.