Manager Onboard Experience

Manager Onboard Experience Position Summary The Manager Onboard Experience (Product Development) reports to the Senior Manager Onboard Experience (Product Development) and is responsible for developing and managing JetBlue’s Mint and Core Onboard Experience. The Onboard Experience includes but it is not limited to food and beverage selection, curation and compliance process as well as other onboard products (i.e. amenity kits, headsets, pillows etc.), product distribution, food quality control and catering audits. Additional responsibilities include managing a budget, profit and loss (P&L), product portfolios, restaurant partnerships, retail sales program initiatives, dashboards and new station openings. The Manager Onboard Experience is responsible for shaping and executing the vision for future onboard products, the introduction of new concepts onboard and managing their execution and implementation while working with a variety of external and internal stakeholders. The Manager can operate in a matrix environment and has the ability to realign the priorities of the team and shift direction based on a dynamically changing business environment. The Manager is able to manage large scale, cross-functional programs that create efficiencies and process improvements changes aimed towards solving key structural issues, delivering on and supporting cost challenges, as well as programs that are strategic or otherwise critical for JetBlue’s success. The Manager is an influential leader who is comfortable with maintaining a public profile and is skilled at building and maintaining relationships throughout the company at all levels. The Manager is able to manage a team with various functions and navigate challenging Business Partner relationships. This self-motivated individual is highly organized, entrepreneurial and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun. Essential Responsibilities Managing a team of three or more crewmembers with diverse set roles Enhance and maintain the Mint Onboard Experience Enhance and maintain the Core Onboard Experience Work closely with the Catering Operations and Inflight Service Delivery teams to ensure proper execution of new product and service launches and health of current product Work closely with Marketing, Loyalty, Brand, Corporate Communications and all other relevant teams to align, drive and successfully deliver upon all Onboard Experience initiatives Develop and launch new product concepts from ideation stage up to and including execution Manage Business Partner relationships from inception and then monitor performance and contract compliance Manage budgeting and forecasting process for Onboard Experience Manage and report out on food quality control and food safety Key stakeholder in cross-functional team responsible for the development and implementation of JetBlue future fleet or current fleet refresh for Onboard Experience Manages product business partners, logistics and contracts Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement Manages business partner performance, contract compliance and terms, pricing adjustments, supply chain challenges and mitigations, service level agreement (SLA) and key performance indicator (KPI) compliance Partners with Senior Manager Onboard Experience and other managers on the team to align on product/initiative strategy and plan of execution Support Onboard Experience Requests for Proposals (RFP’s) Conducts contract review and analysis Partners with Customer Insights, Tell Inflight and other teams to provide meaningful data for product development and execution as well as leading data driven change Ability to proactively manage risk and provide mitigating solutions to maintain and improve the Customer experience Responsible to meet deadline on assigned projects and initiatives Facilitates and participates in cross functional product tests, test flights and pack out sessions or as required, to ensure proper execution Creates and communicates weekly, monthly, quarterly and annual reports for Senior Manager and Leadership as required Builds a foundation of excellence through developing metrics, infrastructure, business processes, best practices and reporting applicable to Onboard Experience, including the documentation and maintenance of related materials Supports Senior Manager Onboard Experience with duties as assigned All other duties as assigned Minimum Experience and Qualifications High School Diploma or General Education Development (GED) Diploma Five (5) years’ experience in product development and/or management or another relevant field Two (2) years’ experience leading large cross-functional product portfolios and teams Proven experience to analyze and define contractual/commercial terms Broad knowledge of airline and food and beverage industry Knowledge of management concepts, practices and techniques Comfortable and experienced in speaking as well as presenting to large audiences, including senior leadership Ability to work well with others and complete tasks with minimal supervision Ability to work effectively with all levels of an organization and in diverse environments Proficiency with MS Office suite (minimum Excel, PowerPoint, Outlook, Word) Strong verbal and written communication skills Strong financial and analytical skills Available for overnight travel (up to 70%) Must be in possession of valid travel documents with the ability to travel in and out of the United States Excellent organizational skills and the ability to multi tusk 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 Bachelor’s or Master’s degree in a related field Experience managing and negotiating with external Business Partners from a delivery and service management perspective Project management experience including in-depth knowledge of project planning methodologies and tools One (1) year of experience in the airline catering industry Prior experience in culinary and/or operations Strong analytical and presentation skills 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 and/or security 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) and 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: Traditional office environment Airport environment Catering kitchen environment Physical Effort: Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary) Compensation: The base pay range for this position is between $81,000.00 and $136,200.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, as well as 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. #LI-Hybrid