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About the role
- Manager overseeing JetBlue’s lounge product experience, ensuring high-quality service and operational standards across lounge locations. Leading program development and enhancing customer satisfaction and compliance in various hospitality environments.
Responsibilities
- Lead lounge product programs and associated workstreams, setting clear priorities, workflows, and expectations to deliver safe, reliable, and brand-aligned lounge product offerings
- Support the development, launch, and ongoing enhancement of JetBlue’s lounge portfolio, translating product and experience concepts into operationally executable programs
- Define, document, and maintain lounge product standards, experience guidelines, and playbooks in partnership with Loyalty and other key stakeholders
- Monitor lounge performance using customer and crewmember feedback, operational metrics, and financial indicators to assess product health and identify risks and opportunities
- Identify, prioritize, and lead continuous improvement initiatives across lounge products to enhance quality, consistency, and customer satisfaction
- Support onboarding of new lounge business partners, ensuring experience expectations, service standards, and performance metrics are clearly defined, communicated, and met
- Collaborate cross-functionally with Loyalty, Design, Airport Operations, Marketing, Brand, Finance, Sourcing, and other relevant stakeholders to ensure end-to-end product experience alignment
- Support Operational Expenditure (OPEX) and Capital Expenditure (CAPEX) planning and expense management for lounge product programs, ensuring alignment with financial targets
- Act as the lounge product experience subject matter expert for Request for Proposals (RFPs), ensuring requirements are clearly defined and operationally executable
- Build and maintain scalable systems, calendars, and operating routines to improve communication, visibility, and consistency across lounge product programs
- Create and manage high-level dashboards that enable leadership to quickly assess lounge product performance, risks, and opportunities
- Own product audit cadence, corrective actions, survey response reviews, and audit program maintenance to ensure standards are met across the lounge network
- Represent the Lounge Product Experience team in cross-functional forums, ensuring customer experience considerations are reflected in decisions and outcomes
- Support the development and engagement of crewmembers and business partner teams through clear expectations, feedback, and collaboration
- Provide leadership, guidance, and development to crewmembers, fostering accountability, process discipline, and continuous improvement
- Other duties as assigned
Requirements
- Bachelor’s Degree in Hospitality Management, Culinary, Business, or 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
- Five (5) years of experience in hospitality, premium customer experience, or program management with demonstrated ownership of complex initiatives, leadership capabilities with experience supporting multi-location or networked hospitality environments
- Three (3) years of experience managing external business partners or vendors in an operationally complex environment
- Demonstrated ability to design and implement experience standards or product programs across multiple locations
- Strong knowledge of food safety and compliance standards (HACCP or equivalent)
- Experience building and maintaining Business Partner relationships and influencing cross-functional stakeholders, including senior leadership, without direct authority
- Experience balancing customer experience objectives with operational and financial considerations
- Available for domestic and international overnight travel, with frequency to be determined (50%)
- 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
- more
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