About this role
Position Summary
- The Customer Recovery Lead (CRL) serves as a customer advocate for JetBlue in the Systems Operation Center (SOC) and will execute real-time solutions.
- The CRL will facilitate customer coordination efforts between the SOC, and all BlueCities while keeping the customer focus in mind.
- The CRL will work closely with operational teams to provide recovery information that will impact crewmembers and customers in a timely manner.
- Essential Responsibilities Provides support for SOC Crewleaders, and Customer Recovery Duty Managers during flight disruptions with customer recovery options and coordination.
- Communicates with BlueCity leadership and SOC crewmembers daily to ensure our customers’ needs are met.
- Monitors, supports and coordinates all offline flight disruptions (including offline) for customer recovery, including fuel, hotels, food, and ground transportation.
- Monitors flights for potential misconnections and coordinates with bluecities on customer recovery plan.
- Monitors Air Traffic Control Traffic Management Initiatives (ATC TMIs) Adjusts capacity on JetBlue flights as required for equipment changes utilizing Sabre Sonic Inventory (SSI).
- Process aircraft downgauges and Mint MELs Creates extra section flights as needed in Sabre Schedule Change Control.
- F lags daily group bookings, and monitor Red Zone and Jumpstart flights utilizing JetBlue’s aircraft tracking software.
- Monitors, logs and communicate missing Out Off On In (OOOI) times, flight disruptions, and tarmac delays.
- Assists the SOC Manager on Duty (MOD) and System Controller with communications during Irregular Operations (IROPs).
- Other duties as assigned.
- Minimum Experience and Qualifications High School Diploma or General Education Development (GED) Diploma.
- One (1) year of previous airline operations experience.
- Able to work under pressure in a team environment.
- Able to handle multiple tasks in a fast-paced environment.
- Excellent verbal and written skills.
- Strong analytical abilities.
- Able to work variable hours, flexible shifts, including holidays and weekends Available for occasional overnight travel (10%).
- Must pass a 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.
- Preferred Experience and Qualifications Two (2) years of airline experience.
- Proficient with Microsoft Office suite.
- Previous Coordination/Gate Management experience.
- Proficient in Sabre software Knowledge of DPAX and Uber for Business Knowledge of Solution-tek Knowledge of 15below Crewmember Expectations: Regular attendance and punctuality.
- Potential need to work flexible hours and be available to respond at short notice.
- Able to maintain a professional appearance.
- When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft.
- Must be an appropriate organizational fit for the JetBlue culture by exhibiting the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.
- Promote JetBlue’s #1 value of Safety by acting as a Safety Ambassador and supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards.
- Identify and report any safety and/or security concerns, issues, incidents, or hazards, including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)).
- The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.
- Equipment: Computer and other office equipment.
- Work Environment: Traditional office environment.
- Physical Effort: Generally not required, or up to 10 pounds occasionally, 0 pounds frequently.
- (Sedentary).
- Compensation: The base pay range for this position starts at $27.72 per hour.
- Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.