Director Airport Operations JFK

Jamaica, New York
Not Specified
Jun 07, 2019
Jul 17, 2019
Air Carrier
Job Type
Full Time
Travel Required
Minimum Experience Required
5 years
Degree Required
High School
Manages Others?

The Director JFK Operations and Customer Service reports to the Vice President Airports Focus Stations. The Director JFK Operations and Customer Service oversees the health and well-being of Crewmembers in JFK airport. The Director also reinforces leadership focus on People, Performance and Prosperity goals. 

Essential Responsibilities 

  • Develop strategic guidelines pertaining to Customer Service that are consistent with JetBlue’s core values and objectives 
  • Evaluate operational requirements and establish the infrastructure necessary to achieve team and department goals 
  • Oversee system and procedures, operational controls, and automated systems 
  • Manage the development of services and service standards the ensure the highest maintainable quality, standards and procedures 
  • Accountable to senior management for ensuring the safety and security of ground handling operations 
  • Identify and exploit operating efficiencies 
  • Evaluate and execute best practices to ensure continuous improvement 
  • Review team performance and recommend enhanced operating practices and procedures to improve performance 
  • Coordinate the review and follow up of Crewmembers and BlueCity Leadership opportunities for improved performance 
  • Develop balanced metrics to ensure the performance and prosperity targets for the team are achieved and continuously challenged 
  • Formulate, coordinate and collaborate with other departments and government agencies including the TSA, US Customs, PANYNJ and JFK port authority to improve communication and teamwork to cultivate resourceful and effective work practices 
  • Recommend changes to curricula and delivery of JetBlue practices and procedures to increase learning and efficiency 
  • Coach and counsel BlueCity Leaders on performance opportunities to ensure the JetBlue Experience is shared by all Crewmembers 
  • Ensures that policies and procedures are conducted in accordance with applicable federal regulations and standards 
  • Ensures quality of Customer service and JetBlue Promises, in-line with the high expectations Customers have for JetBlue. 
  • Deliver the JetBlue story to new Crewmembers, Business partners and external entities as needed to grow and enhance the brand ensuring the values maintained 
  • Cultivate and develop BlueCity Leaders to support growth and development of succession plan for the Leadership team 
  • Conduct and facilitate regular team learning opportunities in both structured and unstructured formats 
  • Schedule and complete regular visit to all BlueCities to deliver leadership support and stay connected to front line Crewmembers 
  • Provide regular communication to Crewmembers on activities and developments in the Company and in the BlueCities and how it impacts JetBlue Airways Corp. Ensure team readiness for response to irregular operations and emergency events 
  • Is accountable to senior management for ensuring the safety and security of ground handling operations 
  • Ensures that policies and procedures are conducted in accordance with applicable federal regulations and standards. 
  • Take a significant role in the development of crewmembers to support the engagement, growth, goal achievement 
  • Other duties as assigned 

Minimum Experience and Qualifications 

  • High School Diploma or General Education Development Diploma (GED) 
  • Seven (7) years’ experience in Customer Service or a related area 
  • Five (5) years’ experience in a leadership role 
  • Available for occasional overnight travel (10%) 
  • Able to work flexible hours and be available for emergency response and on short notice 
  • Must possess and maintain a valid Driver’s License and a driving record from the state of your primary residence 
  • 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 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 

Preferred Experience and Qualifications 

  • Bachelor’s Degree in Business or related area 
  • Airline industry experience 
  • Knowledge of the different airline disciplines and administration including the interdependencies on Airport Operations 
  • Knowledge of external agencies and their function as it related to Airport Operations (i.e. FAA, DOT, TSA) preferred 
  • Knowledge of Sabre 

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 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 


  • 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 

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the crewmember(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. may be subject to change as the needs of the organization change.

JetBlue Airways Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

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