Supervisor Airport Operations

JetBlue Airways Corporation•Philadelphia, PA

2d•Onsite

About The Position

The Airport Operations Supervisor leads, develops, and maintains relationships with JetBlue crewmembers, internal departments, customers, and, depending on the station, business partners. The Supervisor coaches and mentors Airport crewmembers and supports a growing team environment, working closely with Managers to execute operational strategy, improve customer interactions, control costs, drive revenue, and uphold safety standards. This leadership role directly oversees and supports crewmembers responsible for JetBlue’s Airport operation. The team safely performs above-the-wing processes, where required, including customer check-in, baggage acceptance and tagging, flight boarding, connecting customers, irregular operations, station operations, and Baggage Service Office (BSO) functions. The Supervisor also supports frontline duties and may assume Manager or General Manager responsibilities when those leaders are unavailable. The position includes responsibility for station safety and security, customer service, crew training and development, staffing and shift assignments, operational performance, emergency response preparedness, compliance, audits, supplies and inventory, cash management, fuel reconciliation, and required station reporting and records. The Supervisor works with internal teams, business partners, airport authorities, and government agencies as applicable. Administrative support and other duties or special projects may be assigned depending on station size and operational needs. The work is performed in an airport environment, with exposure to weather and elevated noise levels. The role requires shift work and irregular hours, including the ability to work flexible shifts, weekends, and holidays. Physical requirements include extended standing and handling objects up to 50 pounds frequently and 70–100 pounds occasionally with assistance or tools, as well as bending, crouching, and kneeling.

Requirements

High school diploma or GED.
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 professionally and diplomatically.
Ability to travel and work variable hours and flexible shifts, including weekends and holidays; availability for short-notice responses may be needed.
Ability to perform under pressure and 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 traveler’s checks.
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.
Available for 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.
Regular attendance and punctuality; ability to maintain a professional appearance.
Must be an appropriate fit for JetBlue culture and exhibit its values of Safety, Caring, Integrity, Passion, and Fun.
Support JetBlue’s Safety Management System, Safety Policy, behavioral standards, and safety performance goals; identify and report safety and security concerns, incidents, and hazards.
Adhere to applicable laws and regulations, including FAA, OSHA, and DOT requirements, and Company policies, procedures, and risk controls.
Use of ChatGPT or another automated tool during the interview process disqualifies candidates.
Ability to handle objects up to 50 pounds frequently and 70–100 pounds occasionally with assistance or tools, and to bend, crouch, and kneel.

Nice To Haves

Outstanding leadership capabilities and 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 and Movement Control Web.
Knowledge of Flight Load Monitoring (FLM), Blue Eye, Compliant 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 and compliance with federal and local requirements.
Lead and oversee hospitality and delivery of JetBlue Promises for internal and external customers.
Resolve escalated customer and crewmember issues.
Coach, train, support, and develop Airport crewmembers through performance management and ongoing feedback.
Brief crewmembers and/or business partners before shifts and report relevant shift information, including maintenance issues and cancellations, to the crewleader on duty.
Identify operational challenges and implement improvements to support on-time performance.
Support Management in executing operational strategy and assume Manager or General Manager responsibilities when they are unavailable.
Guide crewmembers through operational issues and coordinate with stakeholders and business partners to support collaboration and accountability.
Obtain and maintain Airport and/or Ground Operations qualifications as required.
Ensure compliance with System Airports Performance and Quality (SAPQ), applicable regulations, and standards; escalate non-compliance and operational issues to Leadership.
Partner with JetBlue University and its Field Educator to support effective training and safe, successful customer interactions.
Evaluate shift schedules and assignments, anticipate staffing challenges, and assign crewmembers to applicable areas during regular and irregular operations.
Perform frontline duties and support frontline crewmembers as needed.
Ensure Emergency Response requirements comply with the BlueCity Emergency Response Reference Guide, including Red Bag requirements, Emergency Response Plans, and required training exercises.
Ensure stakeholders receive final schedules and potential schedule changes.
Enter business partner failures in PowerApps in a timely manner.
Order station supplies and manage inventory levels, sharing inventory information weekly with the JetBlue General Manager.
Perform weekly fuel reconciliation and monthly and annual fire extinguisher inspections in leasehold areas.
Attend monthly airport authority meetings when the General Manager is absent and attend the annual TSA tabletop exercise.
Review Mint due/overdue reports and ensure Customer Support forms are properly completed and filed.
Ensure forms on the BlueCity Retention Log comply with requirements, including correct revisions and retention.
Manage BlueCity training, including initial and recurrent on-the-job training, regulatory training, and new or revised training initiatives for JetBlue crewmembers and business partners.
Perform station Cash Management requirements.
Conduct regular station and safety audits, submit results as directed by the General Manager, and complete BlueCity self-assessment audits.
Prepare for internal SAPQ and Corporate Audit reviews, including conducting the Blue Health and Safety Committees monthly safety meeting and uploading meeting minutes.
Partner with the General Manager to prepare for external FAA, DOT, and TSA audits.
Provide administrative support when assigned and perform other duties, including special projects.
Maintain regular attendance and punctuality; promote safety, report safety and security concerns, and comply with applicable laws, regulations, policies, procedures, and risk controls.