Customer Recovery Lead

JetBlue; New York (NY); On-site; USD 32,000 - 45,000; Full time

Job summary

JetBlue is seeking a Customer Recovery Lead (CRL) to act as a customer advocate within the Systems Operation Center (SOC). You will coordinate recovery efforts across SOC and BlueCities, ensuring timely information and decisions for crewmembers and customers during disruptions.

You will work with operational teams to enable rapid, customer-focused recovery actions and communicate plans daily. The role requires strong communication, analytical skills, and the ability to manage multiple tasks in a

Qualifications

• High School Diploma or GED required.
• 1 year airline operations experience.
• Excellent verbal and written communication skills.
• Strong analytical abilities and ability to work under pressure.

Responsibilities

• Supports SOC Crewleaders and Duty Managers during flight disruptions with recovery options.
• Communicates with BlueCity leadership and SOC crewmembers daily to meet customers' needs.
• Monitors and coordinates all flight disruptions for customer recovery, including fuel, hotels, food, and ground transportation.
• Coordinates with BlueCities on recovery plans for potential misconnections and disruptions.
• Uses Sabre SSI to adjust capacity and manage schedule changes.

Skills

Excellent verbal and written skills

Strong analytical abilities

Work under pressure in a team

Handle multiple tasks in fast-paced

Flexible hours including holidays/week

Education

High School Diploma or GED

Tools

Microsoft Office

Sabre software

DPAX

Uber for Business

Solution-tek

15below

Job description

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 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.
• Flags daily group bookings, and monitor Red Zone and Jumpstart flights utilizing JetBlue's aircraft tracking software.
• Monitors, logs and communicate missing Out OffOn 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.