Position Summary:
The Director Customer Support ensures consistent delivery and execution of the day to day operation in addition to the creation of the long-term strategy of the contact center. The Director Customer Support works closely with cross functional teams within the company to deliver a unified Customer Experience to ensure execution on prioritized initiatives across all teams ensuring a balanced approach with an eye towards Crew member engagement, revenue generation, sustainable cost structure and shareholder value, all while delivering a great JetBlue Experience that ensures customer loyalty.
The Director Customer Support is a highly engaging people leader that is comfortable with maintaining a public profile and maintaining a healthy high performing culture, laser focused on crew member sentiment and customer satisfaction. This hire will be responsible for the 24/7 Customer Support center across all Omni-channels. The Director Customer support is highly skilled at people leadership and development, building relationships at all levels within and outside of the organization, excels and performs well under stress and time constraints, is able to change priorities and focus to meet business demands, and exhibits the JetBlue values of Safety, Caring, Integrity, Fun, and Passion.
Essential Responsibilities
- Ensures strategic alignment between Customer Support teams and supportive of enterprise-wide strategic plans.
- Primary lead of business partner relationships and ensuring the operation is able to support the strategic growth of the business at large as well as being scalable
- Leverages data, including Customer & Crewmember feedback & develops effective prescriptive analytics to inform decision-making, and articulate effectively pertinent data with stakeholders on performance for proactive response
- Utilizes Key Performance Indicators to prioritize & drive rapid and continuous improvement in the Customer Support experience, including the development of initiatives to improve customer service both in digital and voice quality, drive accountability, and ensure compliance with service level agreements
- Build and maintain strong and healthy relationships within the Customer Support and other operating teams (Airports, Inflight, Loyalty) to deliver on the Customer Care vision and guiding principles
- Laser focused on the development and growth of the leadership teams in Customer support – managers and supervisor - to educate, grow and develop frontline leaders within Customer support, ensuring low attrition and high engagement from crew members
- Primary lead on all efforts related to the Customer Support Values Committee, ensuring and maintain a Direct relationship with crew members
- Builds collaborative working relationships throughout the organization and aligns people, processes and technology to identify appropriate communication strategies required to support Customers and their unique needs
- Partners with Finance to execute the annual operating plan
- Ensures compliance with contractual, regulatory, and corporate service level requirements, guidelines, and goals related to customer service performance
- Other duties as assigned
Minimum Experience And Qualifications
- High School Diploma or General Education Development (GED) Diploma
- Seven (7) years of experience in Airline Operations, Customer Service, Hospitality, or Travel
- Five (5) years senior leadership experience, including experience as a leader of leaders and leading multiple teams.
- Ability to collaborate effectively cross-functionally with Workforce management, IT and Operations stakeholders
- Ability to drive customer support change management in addition to motivating the customer facing workforce
- Ability to think conceptually and effectively translate concepts into practical and executable plans
- Business acumen to work with senior leadership and executives
- Excellent organizational skills in deadline driven environment
- Ability to be flexible and work with ambiguity
- Strong communication skill sets (written, verbal and presentational), with the ability to present information in a variety of different formats to all levels of stakeholders, including Executive Leadership and large groups
- Strong analytical skills, with the ability to articulate and define outcome measures that capture key performance metrics
- Proven ability to drive performance throughout span of control
- Highly proficient with innovative Omni-channel management and contact center technologies
- Experience and expertise within contact centers, managing multiple locations and managing business partner relationships
- Frequent travel between Customer Support teams in Orlando and Salt Lake City
- Available for overnight travel (50%)
- Able to work flexible hours and be available for an emergency response on short notice
- Legally eligible to work in the country in which the position is located
- Pass a ten (10) year background check and pre-employment drug test
- Authorization to work in the US is required, this position is not eligible for visa sponsorship
Preferred Experience And Qualifications
- Bachelor’s Degree
- Ten (10) years of experience in Airline Operations, Customer Service, Hospitality, or Travel
- Experience leading a large scale operational and geographically dispersed workforce
- Creating and managing against an annual operating and capital budget
- Experience making data driven business decisions
- Establishing relationships with leaders across the organization
- Leading a cross-functional initiative across multiple business units
Crewmember Expectations:
- Regular attendance and punctuality
- Potential need to work flexible hours and be available to respond on 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, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
- Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
- Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
- Identify safety concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
- Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
- Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities
Equipment:
- Computer and other office equipment
Work Environment:
- Normal office environment
- Airport environment
Physical Effort:
- Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)