Manager Digital Ancillaries and Payments

Job description

Position Summary The Manager Digital Ancillaries and Payments leads JetBlue's product strategy and delivery for the customer journey after a Customer selects their flights, from traveler details and trip options through payment and confirmation. The role leads curious, customer-centered and data-informed product crewmembers, strengthens JetBlue Digital's product operating model, and builds partnerships across Digital, Commercial, and operational teams. The Digital Ancillaries and Payments team helps Customers complete their purchase with confidence while making it easy to understand and customize their experience. The Manager owns the customer payment experience and the capabilities that support it, including payment methods, partners, fraud and risk, compliance, reliability and operational performance. Curiosity is central to how JetBlue Digital works; this leader creates the space for teams to ask better questions, test assumptions, learn from evidence and turn those lessons into better Customer and business outcomes. Essential Responsibilities Lead, coach and develop product crewmembers, modeling JetBlue Digital's product operating model through clear outcomes, empowered teams, continuous discovery and disciplined delivery. Own and communicate the product strategy and roadmap for the post-Cart purchase journey, including traveler details, seats, bags and other extras, Review and Pay, payment and confirmation. Serve as the primary point of contact for strategic and tactical product decisions across digital ancillary and payment experiences and capabilities. Use customer research, behavioral and performance data, commercial context, payment performance and operational insight to identify problems, prioritize opportunities and make clear tradeoffs. Partner with the Digital Experimentation and Optimization team to shape hypotheses, prioritize tests, learn from results and scale successful changes without compromising payment reliability, compliance or Customer trust. Partner with Commercial leaders to translate ancillary strategies into clear, relevant and customer-centered digital experiences without losing sight of long-term product quality. Own the digital payment product portfolio, including payment acceptance, payment methods, payment partners, fraud and risk controls, compliance requirements and the reliability of the customer payment experience. Partner with Finance, Legal, Security, Customer Support, Operations, Technology and external payment partners to manage dependencies, resolve issues and improve payment performance. Ensure a coherent transition from Cart into the post-selection journey and a clear, dependable confirmation that the Customer has completed their purchase. Establish, track and improve relevant product metrics, Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs), adapting measures as Company and portfolio priorities evolve. Develop, maintain and report the financial and resource plan for the area of responsibility. Act as the escalation point for operational support across assigned portfolio applications and payment services, with around-the-clock accessibility when required. Partner with Strategic Sourcing to negotiate Business Partner contracts and service level agreements that align with the business unit's requirements and expectations. Ensure JetBlue Technology and business standards and procedures are maintained in accordance with Company, audit, security and regulatory requirements. Ensure continued accountability for product and service delivery within assigned business units and across Technology. Partner with other Technology and Commercial leaders to clarify ownership, align roadmaps and drive efficient delivery across the customer journey. Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement Other duties as assigned. Minimum Experience and Qualifications Bachelor's Degree in Business, Product Management, Technology, Finance, a related discipline, or demonstrated capability to perform the job responsibilities with a High School Diploma/GED and at least four (4) additional years of relevant experience Five (5) years of progressively responsible experience supporting customer-facing digital products or experiences from discovery through delivery Three (3) years of experience supporting digital commerce, checkout, payments or similarly complex transaction experiences Three (3) years of experience leading, coaching or developing product crewmembers or cross-functional product teams Experience using customer insight, commercial data and operational performance to define problems, prioritize a roadmap and evaluate product outcomes Experience leading medium- to large-scale initiatives with Design, Technology, Data, Commercial, Finance and external Business Partners Experience managing business partner relationships, financial plans or operating budgets Available for occasional overnight travel (up to 25%) 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 emergency response on short notice Able to pass a pre-employment drug test 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 with payment methods, payment processors or gateways, fraud and risk management, payment compliance or chargeback operations Experience leading ancillary, checkout, e-commerce or other revenue-generating digital products Experience presenting product strategy, tradeoffs and recommendations to senior leadership Knowledge of audit, security and regulatory requirements affecting digital payments 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 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 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 $118,800.00 and $177,100.00 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. #LI-AC1 #LI-Hybrid