Job Description:
Director Airport Services
Position Summary:
The Director Airport Services reports to the Vice President, Airports Experience. The Director Airport Services partners with the Vice President, Airports Experience and all Airports Directors to support the broader Customer Experience team by developing and managing critical business partner and support functions across the JetBlue network. This Director will be responsible for planning and have oversight over key Airports support functions, including managing costs and budgets for the Airports organization. These support functions focus on Crewmember Experience (Airports Blue Book Supplement and Airports Values Committee), Operational Effectiveness and Projects, Airports Support Center (Budget Management, Admin, and Central Baggage), and Ground Service Equipment and Business Partner Management (Airport Contracts, Deicing, AGR, and Cargo). This is a key role in our organization designed to ensure that the Airports Crewmembers and Crewleaders who interact directly with our Customers have the tools, resources, and business partner support and focus to ensure operational effectiveness and superior customer service.
The Director Airport Services is a key member of the Customer Experience team that collaborates with Corporate teams and all General Managers across the JetBlue network to ensure we are meeting our operations goals and managing and incentivizing our business partner relationships. The Director is also responsible for coordinating with CI&PMO team to manage large-scale projects and ensuring operational effectiveness across all JetBlue Airport Operations. To be successful in this role, the Director must possess strong project management and organizational skills to manage a large team of business partners, be skilled in negotiation techniques and quality management principles to achieve high standards of performance. The Director thrives when working on complex, detail and process-oriented projects that result in concrete, high quality outputs and outcomes. The Director is very organized, resilient, and enjoys interacting daily with colleagues at various levels within and outside the organization, influencing others and is an effective leader whose personal values match JetBlue's Values of Safety, Caring, Integrity, Passion and Fun.
Essential Responsibilities:
* Ensure adherence to all Safety & Security regulations
* Lead and manage key internal and external support functions for Airports including Crewmember Experience (Airports Blue Book Supplement and Airports Values Committee), Operational Effectiveness and Projects, Airports Support Center (Budget Management, Admin, and Central Baggage), and Ground Service Equipment and Business Partner Management (Airport Contracts, Deicing, AGR, and Cargo)
* Take a significant role in the development of Crewmembers to support the engagement, growth, and preserving the direct relationship between Airports leadership and the Airports Values Committee
* Lead operational effectiveness and projects to support Airports growth strategy through change initiatives and network changes
* Support and manage Airports Support Center and Central Baggage Service to effectively maintain budgets and admin teams within the Airports operations
* Develop and/or oversee critical business partner relationships across multiple functions and services to ensure business requirements are reflected in all contracts, proper and impactful service-level agreements are negotiated, and all contracts are compliant with regulations and performance standards.
* Oversee the field operation of key support services to their respective contractual obligations, execute service-level agreements with business partners as appropriate, and continually assess and modify contracts to properly support the needs of the operation.
* Support and manage regulatory compliance, adherence to policy, effectiveness, and continuous improvement to support the evolving needs of the company
* Accountable to senior management for ensuring the safety and security of Business Partner and ground handling operations and ensuring that policies are conducted and performance is managed in accordance with applicable JetBlue and federal regulations
* Partner with the Customer Experience Effectiveness and Process Effectiveness teams to drive process alignment, efficiencies, and improvements throughout the Customer Experience workgroup
* Schedule and complete regular visits to all BlueCities to deliver leadership support and stay engaged in operational effectiveness and BP management
* Other duties, including potentially other department oversight, as assigned.
Minimum Experience and Qualifications:
* Bachelor's degree in a related area
* Seven (7) years airline, airports, or airline industry experience
* Five (5) years in a leadership role managing a team
* Excellent written and verbal communication skills
* Strong analytical and problem-solving skills
* Must be a team player and work effectively cross-departmentally
* Ability to work independently with a sense of urgency and attention to detail
* Experience implementing and leading large scale projects and tracking results
* Must be able to multi-task, manage multiple projects, prioritize deadlines, and complete assignments accurately and timely
* Previous project management and decision making experience
* Able to work flexible hours and be available for emergency response on short notice
* Available for frequent overnight travel (50%)
* Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
* Depending on location, may need to acquire and maintain a United States Customs Clearance
* Must possess and maintain a valid Driver's License and a driving record from the state of your primary residence
* In possession of valid travel document with the ability to travel in and out of the United States
* Able pass a ten (10) year background check and pre-employment drug test
* Legally eligible to work in the country in which the position is located
Preferred Experience and Qualifications:
* Previous airline, airports, or industry experience
* Working knowledge of all the areas within airports (Operational and Support Services)
* Previous leadership experience
* Proven ability to influence change
* Large scale project management experience
* Quality management experience
* Analytic experience, including presentation of findings and recommendations to senior leadership on business case proposals
Crewmember Expectations:
* Regular attendance and punctuality
* Potential need to work flexible hours and be available to respond on short-notice
* Well-groomed and 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) 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:
* Office and Airport Environment
* Subject to weather and elevated noise levels within airport
* Ability to stand for an extended period of time
Physical Effort:
* Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)
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