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Position Title: Manager Software Engineering - Customer Experience (LSC, OSC, SSC)
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Position Summary
The Manager, Software Engineering - Customer Experience (CEX) is the technical point of contact for all customer reservation products in the designated area of responsibility. The Manager is responsible for planned initiatives, projects, and ongoing IT services, customer product delivery as well as business partner management. The Manager leads, coaches and develops a team of engineers focused on customer product delivery. The Manager will be involved in operational support of all customer products within scope of responsibility.
The Manager is comfortable with maintaining a public profile and building relationships throughout the organization. The Manager is also able to change priorities and focus to meet business demands, excels when working on complex projects, is motivated to deliver results, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.
Essential Responsibilities
- Manage a portfolio of products from conception to retirement (e.g. Passenger domain, Robotic applications, passenger event consuming applications, notification center, etc.)
- Lead and mentor a team of engineers (including tech leads) as well as business partners
- Ensure that the software engineering team delivers with consistency, high quality and predictability
- Create and promote a work environment focused on engineering excellence to attract, develop and encourage a culture of technical innovation
- Partner with product management and marketing teams and help develop the product vision and roadmap
- Manage towards achieving product goals, contribute to product strategy and develop a product focused software engineering team
- Develop the technology roadmap for products in their area of responsibility to ensure security, reliability and scalability
- Leads the development of policies, standards and guidelines for building and supporting IT products
- Establish frameworks, design and integration patterns as well as guide the software development performed by business partners
- Responsible for developing, maintaining and reporting a financial and resource plan for their area of responsibility
- Act as the escalation point for operational support to assigned portfolio applications with around the clock accessibility
- Partner with Strategic Sourcing organization to negotiate business partner contracts and service level agreements which aligns with business unit's requirements and expectations
- Manage production and non-production environments through change control management
- Ensure work practices are in line with all audits, security and regulatory requirements
- Partner with other IT Managers to ensure alignment and drive efficiencies
- Take a significant role in leading and coaching direct team and/or indirect crewmembers to support the engagement, growth and development of Succession plan for the IT department
- Other duties as assigned
Minimum Experience and Qualifications
- Bachelor's degree in 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
- Five (5) years' experience in software development and/or production support services and having leadership and management experience overseeing software development team
- One (1) year of experience in an IT/Business liaison role managing relationships with business customers
- One (1) year of experience managing large portfolios or operating budgets and delivering
- One (1) year of portfolio management, project delivery, and business partner management
- Knowledge of large-scale Project Management (Project Management Body of Knowledge (PMBOK), Microsoft Solutions Framework (MSF), SEI, Agile Methods, Rational Unified Process (RUP)) and strategic planning
- Knowledge of technological fundamentals and concepts
- Strong expertise in Java, microservices architecture, cloud platforms (preferably Azure), and data integration technologies
- Available for moderate overnight travel (up to 35%)
- 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
- Must pass a pre-employment drug test
- Must be legally eligible to work in the country in which the position is located
Preferred Experience and Qualifications
- Managing an enterprise-wide budget process
- Managing a full project or initiative, including presenting recommendations to senior leadership
- Thorough knowledge of business function and thorough knowledge of business operations, objectives and strategies
- Exposure to JetBlue's IT disciplines and interdependencies and how their needs drive IT strategy
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/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))
- 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.
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