Digital Operations Lead - Web

Position Summary

The Digital Operations Lead - Web will support the Digital Experience team in delivering initiatives for our customer-facing web and mobile products. In addition to troubleshooting and supporting digital initiatives, this role will take the lead in optimizing workflows, implementing scalable solutions, and collaborating with cross-functional teams to improve the digital experience.

Essential Responsibilities

• Support the Digital Experience team's work on maintenance and enhancements of JetBlue's Digital products on web
• Assist the team with optimizing design & user experience (UX)
• Lead investigations for web products and cross product investigations
• Work with broader technical team and business partners to reproduce issues and document root cause analysis
• Partner with Data & Analytics teams to design and implement new product metric dashboards, ensuring real-time insights into digital product performance
• Collaborate with stakeholders and customer experience teams to analyze customer feedback, identify pain points, and drive enhancements based on data-driven insights
• Participate in the User Acceptance Testing and Quality Assurance process to validate end products meet the business vision
• Provide guidance to a team of Support Analysts in conducting product investigations, building data insights, and driving process improvements
• Join production outage bridges to assist in investigating reported issues
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor's degree in Computer Science/IT or 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
• Three (3) years of experience working on a web site, mobile app, digital design & UX, etc.
• Knowledge of Digital landscape
• Strong organizational, analytical and communication skills
• Available for occasional overnight travel (10%)
• In possession of valid travel documents with the ability to travel in and out of the United States
• Able to work flexible hours and be available for an emergency response on short notice
• 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

Preferred Experience and Qualifications

• Knowledge of web applications
• Knowledge of industry landscape and experience managing digital consumer-facing products
• Strong interpersonal skills
• Ability to work effectively with all levels and in diverse environments
• Ability to work in a high-pressure environment
• Ability to rapidly resolve issues and recognize when escalation is necessary
• Excellent problem solving and structured thinking skills
• Flexibility, agility and change management skills
• Excellent customer service and an understanding of how IT is ultimately delivered to the Customer
• Knowledge of the airline industry

Crewmember Expectations:

• 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
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• 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/or 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))
• 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

Work Environment:

• Traditional office environment

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 $68,000.00 and $112,000.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include 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.

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