Senior Manager Customer Recovery

The Senior Manager Customer Recovery leads the Customer Recovery team within the System Operations Center (SOC), ensuring cross functional, coordinated customer recovery execution during disruptions and focused on delivering excellent customer recovery results. This role provides day-to-day leadership across SOC–Customer Recovery, driving operational excellence through clear priorities, rapid response, and consistent follow-through across shifts and partner teams.
This role reports to the Business Continuity, Emergency Response, and Customer Recovery Director. The Customer Recovery Senior Manager serves as the primary day-to-day execution and oversight lead for the SOC Customer Recovery team, translating the Customer Recovery operating model into repeatable frontline execution across shifts. This role drives cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology partners to remove blockers, maintain execution integrity, and strengthen recovery performance over time.
As a senior operational leader, the Senior Manager is responsible for performance management, standards adoption, operating cadence, and continuous improvement, with an emphasis on anticipating disruption impacts on customers, enabling consistent execution of customer recovery actions, and translating performance insights into actions that improve customer outcomes.
Lead day-to-day Customer Recovery execution during disruptions, setting priorities and coordinating actions across SOC-Customer Recovery
Serve as the escalation point for critical customer recovery decisions, ensuring risks/tradeoffs are surfaced early, decisions are documented, and actions are closed
Lead and oversee the Customer Recovery Communications, Product, and Programs & Standards teams, ensuring their work supports recovery execution and continuous improvement
Oversee customer recovery communications strategy and execution during disruptions, ensuring timely, clear, and consistent customer-facing messaging aligned with operational needs
Guide and inform Product and Data/Analytics priorities by translating customer recovery needs and performance insights into actionable product requirements, reporting, and decision support
Oversee customer recovery manuals, playbooks, and standards to ensure they remain current and are applied consistently across the workgroup
Oversee shift scheduling and staffing for the Customer Recovery, ensuring reliable 24/7 operational coverage and leadership continuity across shifts
Run the real-time operating cadence (huddles, escalation routines, post-event reviews) to drive pace, clarity, and cross-team alignment
Drive cross-functional coordination with Airports, Inflight, Customer Support, System Operations, and Technology to remove blockers and maintain recovery integrity
Drive recovery performance leveraging data and analytics related to customer recovery operations, translating trends into prioritized actions and corrective measures
Strengthen recovery processes and standards through continuous improvement, oversight over playbook/standards upkeep, and consistent communication practices embedded across shifts and with Airports, Inflight, Customer Support, System Operations
Support labor and cost visibility in collaboration with FP&A, including budgeting inputs and operating assumptions as needed
Develop and lead the team, providing coaching, guidance, and accountability to build capability and a strong leadership pipeline
Other duties as assigned
Minimum Experience and Qualifications

Bachelor’s Degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
Six (6) years of experience in airline operations, SOC/IOC environments, disruption management, or comparable real-time operational leadership roles
Three (3) years of experience in a leadership role (Manager level or above), including performance management and team development
Demonstrated ability to lead cross-functional execution under time pressure through prioritization, escalation, and accountability
Strong written and verbal communication skills with the ability to synthesize quickly and communicate priorities, risks, and decisions clearly
Able to work flexible hours and rotating shifts aligned to 24/7 operating needs, including availability during major disruption events
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
Traditional office environment
Ability to work flexible hours aligned to 24/7 operating needs and be available during major disruption events
Occasional travel as required
Preferred Experience and Qualifications

Experience leading cross-functional initiatives to enhance efficiency and drive performance
Experience establishing operating cadence, escalation models, and post-event review disciplines
Experience collaborating with data and analytics functions to generate insights, inform operational decision-making, and drive continuous improvement
Experience overseeing customer communications strategy and execution in an operational environment, ensuring clear and timely customer-facing messaging preferred
Experience governing standards, playbooks, and training readiness in an operational environment
Experience partnering with Technology/Product teams on requirements definition, prioritization, and operational rollouts
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
Models leadership behaviors aligned to JetBlue values (Safety, Caring, Integrity, Passion, Fun)
Demonstrates high ownership, reliability, and accountability for customer recovery outcomes
Maintains a customer-first mindset and drives consistent execution quality across the organization
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 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))
Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
Responsible for ensuring crewmembers have requisite training, resources and support to achieve safety objectives
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
Operations center environment with extensive computer-based work and time-sensitive coordination
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 $111,400.00 and $156,600.00 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.
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.
Nearest Major Market:

Brooklyn

Nearest Secondary Market:

New York City

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