Product Manager responsible for creating useful, simple, and effective products at Skello. Collaborating with design and tech teams to enhance user experience for field teams.
About the role
- Product Manager for operations-related customer communications at JetBlue. Collaborating with teams to manage customer alerts like flight statuses, delays, and cancellations.
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.
Requirements
- 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.
Benefits
- performance bonuses
- restricted stock units
- access to healthcare benefits
- 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.
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