Position Summary:
The Project Manager, Customer Support Planning drives strategic, cross-functional initiatives that impact the Customer Support organization and our broader business goals. This role is accountable for managing medium to large-scale projects from initiation through execution, ensuring alignment with stakeholder priorities, on-time delivery, and measurable impact.
As a trusted leader in project execution, the Project Manager is expected to bring a high level of operational rigor, business acumen, and communication excellence. This role requires a proactive self-starter who can effectively manage competing priorities, hold teams accountable, and influence without direct authority. The Project Manager reports to the Senior Manager, Customer Support Standards & Programs and plays a key role in advancing the Customer Support strategy by improving both the customer and crewmember experience.
Essential Responsibilities:
- Lead the end-to-end delivery of strategic projects, ensuring defined scope, timeline, and business outcomes are met
- Partner with stakeholders to define success criteria and develop execution plans aligned with Customer Support priorities
- Develop and manage detailed project plans including timelines, milestones, resource needs, risks, and dependencies
- Facilitate project governance by identifying and resolving roadblocks, tracking key performance indicators (KPIs), and escalating risks
- Coordinate cross-functional teams and maintain accountability for deliverables and deadlines
- Translate complex business needs into clear project goals and roadmaps
- Conduct process mapping and data analysis to identify inefficiencies and recommend improvements
- Develop business cases that include cost-benefit analysis and strategic rationale
- Deliver compelling, executive-ready presentations and updates to leadership
- Provide coaching and guidance to junior project team members and analysts
- Maintain an organized project repository and knowledge management system
- Draft and support internal communications and change management plans for project rollouts
- Other duties as assigned
Minimum Qualifications:
- Bachelor’s degree in Business, Project Management, or a related field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience
- Five (5) years of experience leading cross-functional projects in complex, fast-paced environments
- Project Management Professional (PMP) certification required at the time of hire (If you are working towards PMP certification, has to be able to obtain certification no more than 90 days post start of first day)
- Strong command of the full project lifecycle, from discovery through post-launch evaluation
- Demonstrated experience managing multiple simultaneous initiatives with a successful track record of on-time, on-budget delivery
- Proven ability to influence across teams without direct authority
- Deep experience with process mapping, business analysis, and operational optimization
- Strong understanding of change management frameworks and principles
- Excellent communication and presentation skills—able to tailor messages across various levels of the organization
- Financial fluency: skilled in cost-benefit, return on investment (ROI), and net present value (NPV) analysis to support business cases
- Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, Teams) and project management tools such as Smartsheet, Asana, or MS Project
- Available for occasional travel (up to 15)
- Must pass a ten (10) year background check and 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 Qualifications:
- Experience in airline, travel, or contact center operations
- Lean Six Sigma or continuous improvement certification
- Strong knowledge of technology enablement projects or enterprise system rollouts
- Experience in business transformation or customer experience improvement initiatives
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
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) 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:
- Hybrid: 3 days required in office
Physical Effort:
- Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)
