Director Inflight Base Excellence

Job description

Position Summary The Director Inflight Base Excellence partners with the Vice President Inflight Experience to lead the six Inflight bases and ensure consistent delivery of standards, service expectations, crewmember engagement, and operational performance across the network. The Director oversees the base leadership teams and maintains a strong in-base presence to stay closely connected to frontline leaders and crewmembers. The role is accountable for translating strategy into field execution, building a culture of accountability, recognition, and support, and ensuring each base is prepared to deliver safe, reliable, and hospitable operations. The Director is passionate about developing people, enjoys working in a highly visible field leadership role, and is an effective leader whose personal values match JetBlue’s values of Safety, Caring, Integrity, Fun, and Passion. The Director is expected to spend at least three days each week in the bases and support as needed during irregular operations and events. Essential Responsibilities Develop and oversee strategies and initiatives to improve base performance, crewmember experience, and service excellence across the six bases Maintain a strong on-site presence in the bases and regularly connect with frontline leaders and crewmembers through communication, visits, coaching, and observation Provide leadership, development, and performance management for assigned base leaders Take a significant role in the development of base leaders and crewmembers to support engagement, growth, goal achievement, and succession planning for the department Partner with Inflight Experience, Planning & Operations, Safety, Hospitality Programs, and other business areas to ensure alignment, communication, and teamwork across disciplines Ensure team readiness for response to irregular operations, disruptions, and emergency events Use data and field feedback to identify trends, strengthen accountability, and improve performance, consistency, and customer impact across the network Support and reinforce recognition and hospitality programs in partnership with other workgroups Engage in Leadership Flying during various opportunities such as: assisting the operation during Irregular Operations (IROPs), recognizing crewmembers for outstanding performance and/or dependability, or to build connections with frontline crewmembers Other duties as assigned Minimum Experience and Qualifications Bachelor’s Degree in Business or related field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience Seven (7) years of experience leading large, complex organizations and teams Knowledge of the regulatory aircraft environment, including the FAA Knowledge of other functions within the airline and their role, including all touch points for the Customer experience Must qualify and maintain currency as a JetBlue Inflight Crewmember Must be in possession of valid travel documents with the ability to travel in and out of the United States Available for frequent overnight travel (70%) including presence in Inflight bases three days per week Able to work flexible hours and be available for an emergency response on short notice Candidates must complete an assessment that evaluates the job qualifications/characteristics of Customer Service, Dependability, and Safety Orientation using AI- or statistically based scoring. Must pass 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 Experience managing a budget Managing a team over a broad region Leading a full project or initiative, including presenting recommendations to senior leadership Leading an operation in a field-based, high-visibility environment Overseeing customer and crewmember engagement or recognition strategies and initiatives Experience developing leadership talent and succession plans Experience using data, quality insights, and performance trends to drive improvement Building cross-functional partnerships across operations, safety, training, labor, and hospitality 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 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 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)) 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 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 Normal 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 $159,000 and $263,000 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.