Supervisor Airport Operations

JetBlue Airways Corporation•Jacksonville, FL

About The Position

The Airport Operations Supervisor leads, develops, and maintains strategic relationships with JetBlue crewmembers, internal departments, and customers, and may also work with business partners depending on the station. The Supervisor supports Airports crewmembers and applicable business partners through timely coaching and mentoring, contributing to the development of a growing team. The role partners 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 (BSO) functions. The Supervisor may also fulfill frontline duties, provide administrative support depending on station size, and take on other assigned duties and special projects.

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.
Ability to travel and/or work variable hours and flexible shifts, including holidays and weekends.
Ability to perform under pressure and 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 forms of payment including cash, credit cards, and travelers checks.
Knowledge of cash management and record-keeping procedures.
Must acquire and maintain a valid Security Identification Display Area (SIDA) Badge.
Depending on location, may need 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; 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 be able to maintain a professional appearance and demonstrate an appropriate fit with JetBlue culture and its values of Safety, Caring, Integrity, Passion, and Fun.

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, meeting applicable federal and local requirements and supporting a safe and secure workplace for crewmembers, customers, business partners, aircraft, facilities, and ground service equipment where applicable.
Lead and oversee hospitality and delivery of JetBlue Promises, provide exceptional service to internal and external customers, and handle escalated customer or 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 those leaders are unavailable.
Guide crewmembers through operational issues and coordinate with applicable stakeholders and business partners to promote effective daily 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 ensure effective training that supports successful customer interactions and safety standards.
Evaluate daily crewmember schedules and assignments, anticipate staffing challenges during regular and irregular operations, 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, and complete other duties and special projects as assigned.
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 or short-notice responses as needed.
Promote safety as a Safety Ambassador, support JetBlue’s Safety Management System, identify and report safety or security concerns, and comply with applicable laws, regulations, company policies, procedures, and risk controls.
When working or traveling on JetBlue flights and if time permits, assist with light aircraft cleaning.