Job Description

Position Summary

The Supervisor Inflight Performance plays a crucial role in coaching and guiding our Inflight Crewmembers to optimize dependability and cultivate a high-performance culture. They are responsible for reinforcing our dependability policy, ensuring a high level of consistency across the network, providing effective coaching, and issue guidance to Inflight Crewmembers. This role is dedicated to overseeing and maximizing Crewmember performance and dependability through collaboration, corrective actions, and continuous improvement initiatives. Working alongside various Leaders and departments, the primary objective is to enhance operational dependability, foster a culture of excellence, and bolster consistent and reliable performance within our department.

This position may be located in any of JetBlue’s bases (BOS, JFK, MCO, FLL, LAX).

Essential Responsibilities

• Conduct and lead investigatory meetings for required performance and dependability concerns; ensuring fairness and consistency throughout the process.
• Collaborate with Inflight Base/General Managers, Inflight Directors/VP, Labor and Crew Relations to streamline workflow and enhance overall Crewmember performance and dependability.
• Partner with Base Supervisors to develop and implement corrective action plans based on Crewmember performance and/or dependability, aligning interventions with department/company standards.
• Continuously refine and optimize processes, procedures, and protocols to improve standard practices in collaboration with relevant stakeholders, focusing on enhancing overall performance and dependability metrics. Make recommendations for performance and dependability policy improvements.
• Engage in transparent and constructive dialogues with Crewmembers to discuss their performance and/or dependability, providing feedback, and addressing concerns with empathy and professionalism.
• Review documentation, make determinations for disciplinary outcomes, and maintain consistency in addressing violations.
• Notify Crewmembers of potential Progressive Guidance triggers and lead investigatory meetings for required dependability concerns.
• Foster a positive and open relationship with frontline Crewmembers through effective communication, coaching, and recognition programs.
• Lead and participate in performance-related projects and initiatives aimed at elevating the overall performance culture within the Inflight department.
• Participate 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.
• Review Crewmembers absences that fall under Federal and State Provided Leave Entitlements to ensure appropriate and accurate usage.
• 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

• High School Diploma or General Education Development (GED) Diploma
• Three (3) years of customer service, or airline experience, OR one (1) year of JetBlue Customer Experience (CEX) experience
• One (1) year of Leadership or Supervision experience, preferably in the Airline industry with a focus on performance and/or dependability
• Possess the capability to maintain self-discipline and function with minimal supervision, employing sound judgement and discretion in all interactions
• Well-versed in the policies, standard practices, and contractual agreements
• Highly organized, detail-oriented, and analytical professional
• Displays the ability to work collaboratively and effectively in a team environment
• Experienced in managing multiple cases or projects to resolution promptly
• Demonstrate effective verbal and written communication skills
• Capable of fostering open relations with Inflight Crewmembers and various departmental peers
• Ability to effectively coach and manage conflicts when speaking with Crewmembers
• Working knowledge of computer applications including Outlook, Word, Teams, Excel, and PowerApps
• Able to travel for company and/or industry meetings (10%)
• 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
• Become crew qualified and fly as an Inflight crewmember at least once per month

Preferred Experience and Qualifications

• Two (2) years of Leadership or Supervision experience, preferably in the Airline industry with a focus on performance and/or dependability
• Experience working on company projects or initiatives in the airline industry
• Experience leading flight attendants
• Successfully completed JetBlue Airways Inflight Training Program, including Initial Training and Annual Continuous Education Programs
• Working knowledge of Crew Trac
• Union experience
• Ability to obtain an Inflight Crew qualification

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; exhibits 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))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Upholding JetBlue’s safety performance metric goals and understanding 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
• Airports 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 $58,000.00 and $96,000.00 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.