• Bachelor's degree in a relevant field; OR demonstrated capability to perform job responsibilities with the combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience

• Three (3) years of experience managing contact center systems
• Proficiency in contact center tools (i.e., Salesforce, Amazon Connect, Genesys, Five9, etc.)
• Demonstrate knowledge in developing workflows and automations to improve customer experience
• Demonstrate technical and analytic ability through a live work sample during the hiring process
• Strong analytical and data analysis skills
• Excellent communication, problem-solving, and project management skills
• Familiarity with industry best practices in contact center operations including but not limited to performance and workforce management, customer contact channels, and process improvement
• Knowledge of contact center quality and performance metrics
• Strong skills in presenting to large audiences
• Ability to work under stress in a fast-paced, deadline driven environment
• Able to work flexible hours and be available for an emergency response on short notice
• Available for occasional overnight travel (10%)
• Must pass a ten (10) year background check and 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

• Master’s degree in Business or a related field
• Amazon Connect Certified, or certifications (Cloud Practitioner, Machine Learning) complete within 90 days of employment
• Demonstrated experience in Structured Query Language (SQL)
• Five (5) or more years of experience related to workforce management in combination with continuous or process improvement, data analysis, and project execution
• Proven experience within Amazon Connect, including Lamba and Lex
• Project Management Professional (PMP) certification
• Prior Airline or related industry experience
• Proficient in Business Intelligence (BI) data tool and building dashboards
• Demonstrate experience in Amazon Connect through developing dashboards and reporting for within the call center environment

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 ex. 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)