Product Manager Customer Communications
JetBlue Airways, Long Island City, NY, United States
Product Manager Customer Communications
Location: Long Island City, NY, US, 11101 Orlando, FL, US, 32827 Salt Lake City, UT, US, 84121 Req ID: 57742 Category: Information Technology
Position Summary: The Product Manager Customer Communications (Operations) reports to the Manager Customer Communications and is responsible for owning the strategy, roadmap, and execution of JetBlue's operations-related customer communications, including flight status updates, delays, cancellations, gate changes, and other real-time operational notifications. This role brings product management discipline to the customer communications domain, ensuring that operational messages are timely, accurate, consistent across channels, and aligned to customer expectations during critical moments of the journey. The Product Manager partners closely with Engineering, Operations, Customer Support, IT, and Data teams to evolve the tools, rules, and workflows that power automated communications across short message service (SMS), email, push, and emerging channels. As part of the Customer Communications team within Digital and IT, this role focuses on problem-driven delivery, platform scalability, and continuous improvement of operational messaging capabilities. The ideal candidate is comfortable operating in fast-paced, real-time environments, translating complex operational needs into clear product requirements, and balancing customer clarity with technical feasibility.
Essential Responsibilities:
Own the product strategy and backlog for operations-related customer communications, including flight status, irregular operations (IROP), and day-of-travel notifications
Partner with the Manager Customer Communications to execute against the communications platform roadmap, with a focus on operational use cases and reliability
Lead product discovery for operational communications by collaborating with Operations, Customer Support, Engineering, and Analytics to identify gaps, pain points, and opportunities for improvement
Translate operational requirements into clear, prioritized product requirements, user stories, and acceptance criteria for Engineering teams. Ensure operational messages are consistent, accurate, and synchronized across SMS, email, push, and other supported channels, reducing customer confusion during disruptions.
Support the design and evolution of rules-driven communication logic, including triggers, escalation paths, suppression rules, and channel prioritization for operational events.
Collaborate with Engineering and IT partners to deliver scalable, resilient solutions that perform under high-volume operational conditions
Leverage data, customer feedback, and performance metrics (e.g., delivery rates, latency, customer contacts) to drive continuous improvement of operational communications.
Participate in testing, validation, and launch readiness for new operational communication capabilities to ensure accuracy and reliability
Act as a key liaison between operational stakeholders and technical teams, ensuring shared understanding and alignment on priorities and outcomes.
Support incident response and post-event analysis related to operational communications, identifying root causes and recommending product improvements
Other duties as assigned
Minimum Experience and Qualifications:
Bachelor's degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
Four (4) years of professional experience in product management, digital platforms, or customer communications within a customer-facing organization
Experience working with cross-functional teams including Engineering, Operations, and business stakeholders
Strong understanding of product development processes, backlog management, and iterative delivery
Ability to translate complex operational needs into structured product requirements
Strong analytical and problem-solving skills with attention to detail
Excellent communication and collaboration skills across technical and non-technical audiences
Ability to work in fast-paced environments with changing priorities
Available for occasional overnight travel (10%)
In possession of valid travel documents with the ability to travel in and out of the United States
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
Compensation: The base pay range for this position is between $90,500 and $128,600 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.
JetBlue Airways is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other legally protected basis.
Location: Long Island City, NY, US, 11101 Orlando, FL, US, 32827 Salt Lake City, UT, US, 84121 Req ID: 57742 Category: Information Technology
Position Summary: The Product Manager Customer Communications (Operations) reports to the Manager Customer Communications and is responsible for owning the strategy, roadmap, and execution of JetBlue's operations-related customer communications, including flight status updates, delays, cancellations, gate changes, and other real-time operational notifications. This role brings product management discipline to the customer communications domain, ensuring that operational messages are timely, accurate, consistent across channels, and aligned to customer expectations during critical moments of the journey. The Product Manager partners closely with Engineering, Operations, Customer Support, IT, and Data teams to evolve the tools, rules, and workflows that power automated communications across short message service (SMS), email, push, and emerging channels. As part of the Customer Communications team within Digital and IT, this role focuses on problem-driven delivery, platform scalability, and continuous improvement of operational messaging capabilities. The ideal candidate is comfortable operating in fast-paced, real-time environments, translating complex operational needs into clear product requirements, and balancing customer clarity with technical feasibility.
Essential Responsibilities:
Own the product strategy and backlog for operations-related customer communications, including flight status, irregular operations (IROP), and day-of-travel notifications
Partner with the Manager Customer Communications to execute against the communications platform roadmap, with a focus on operational use cases and reliability
Lead product discovery for operational communications by collaborating with Operations, Customer Support, Engineering, and Analytics to identify gaps, pain points, and opportunities for improvement
Translate operational requirements into clear, prioritized product requirements, user stories, and acceptance criteria for Engineering teams. Ensure operational messages are consistent, accurate, and synchronized across SMS, email, push, and other supported channels, reducing customer confusion during disruptions.
Support the design and evolution of rules-driven communication logic, including triggers, escalation paths, suppression rules, and channel prioritization for operational events.
Collaborate with Engineering and IT partners to deliver scalable, resilient solutions that perform under high-volume operational conditions
Leverage data, customer feedback, and performance metrics (e.g., delivery rates, latency, customer contacts) to drive continuous improvement of operational communications.
Participate in testing, validation, and launch readiness for new operational communication capabilities to ensure accuracy and reliability
Act as a key liaison between operational stakeholders and technical teams, ensuring shared understanding and alignment on priorities and outcomes.
Support incident response and post-event analysis related to operational communications, identifying root causes and recommending product improvements
Other duties as assigned
Minimum Experience and Qualifications:
Bachelor's degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
Four (4) years of professional experience in product management, digital platforms, or customer communications within a customer-facing organization
Experience working with cross-functional teams including Engineering, Operations, and business stakeholders
Strong understanding of product development processes, backlog management, and iterative delivery
Ability to translate complex operational needs into structured product requirements
Strong analytical and problem-solving skills with attention to detail
Excellent communication and collaboration skills across technical and non-technical audiences
Ability to work in fast-paced environments with changing priorities
Available for occasional overnight travel (10%)
In possession of valid travel documents with the ability to travel in and out of the United States
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
Compensation: The base pay range for this position is between $90,500 and $128,600 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.
JetBlue Airways is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or any other legally protected basis.