Supervisor Ground Operations

About the Role

The Ground Operations Supervisor leads, develops, and maintains strategic relationships with JetBlue crewmembers, internal departments, and customers. Depending on the station, this responsibility may extend to business partners. The Supervisor serves Airports crewmembers and business partners through timely coaching and mentoring, contributing to the development of a growing team environment. The role involves collaborating closely with Manager(s) to execute operational strategy, ensuring success in customer interactions, cost control, revenue growth, and safety standards. The Ground Operations Supervisor directly oversees crewmembers responsible for safely performing below-wing processes, including baggage handling, aircraft cleaning, safety compliance, and station operations.

Responsibilities

• Accountable for monitoring and executing safety and security programs at the station to ensure a safe workplace for crewmembers, customers, business partners, aircraft, facilities, and ground service equipment (GSE), meeting federal and local requirements.
• Provides exceptional service to internal and external customers by leading the delivery of hospitality and JetBlue Promises, resolving escalated issues with customers and/or crewmembers.
• Supports, coaches, and trains Airports crewmembers, encouraging engagement and development through performance management and ongoing feedback.
• Briefs crewmembers and/or business partners prior to each shift, reporting relevant information, including maintenance issues or cancellations.
• Identifies operational challenges and implements improvements to maximize on-time performance initiatives.
• Supports Management in executing operational strategy and assumes Manager/General Manager responsibilities when unavailable.
• Directs and guides crewmembers through operational issues, coordinating with stakeholders and business partners for effective collaboration and accountability.
• Stays current on Airport and/or Ground Operations qualifications as required.
• Ensures compliance with System Airports Performance and Quality (SAPQ) and federal regulations, escalating non-compliance or operational issues.
• Partners with JetBlue University (JBU) to ensure effective training for successful customer interactions and safety standards.
• Evaluates daily crewmember shift schedules and assignments to maximize efficiency during regular and irregular operations, addressing potential staffing challenges.
• Fulfills frontline duties and assists in supporting Frontline crewmembers as needed.
• Performs administrative support tasks depending on station size.
• Handles other duties as assigned, including special projects.

Requirements

• High School Diploma or General Education Development (GED) Diploma.
• Three (3) years of customer service, sales, or airline experience, OR one (1) year of JetBlue Customer Experience (CEX) experience.
• Able to stand continuously for up to four (4) hours at a time.
• Proficient in written and verbal English.
• Ability to handle confidential information with professionalism and diplomacy.
• Able to work variable hours, flexible shifts, including holidays and weekends.
• Ability to perform under pressure and fixed time constraints.
• Proficient in Microsoft Office.
• Able to use handheld radios and microphones for operational communication and terminal announcements.
• Able to work with various forms of payment (cash, credit cards, traveler’s checks, etc.).
• Must acquire and maintain a valid Security Identification Display Area (SIDA) Badge.
• Depending on location, may need to acquire and maintain United States Customs Clearance.
• Possess and maintain a valid Driver License with a driving record meeting JetBlue Airways’ insurance standards.
• Available for occasional overnight travel (10%).
• Must pass a pre-employment drug test.
• Must be legally eligible to work in the country where the position is located; this position is not eligible for visa sponsorship.
• For internal candidates: good standing in attendance performance and safety.

Preferred Qualifications

• Outstanding leadership capabilities, with the ability to lead, train, and motivate teams.
• One (1) year of leadership or supervision experience, preferably in the airline industry.
• Knowledgeable in Airport Operations and/or Ground Operations.
• Knowledgeable in Sabre and Movement Control Web.
• Knowledgeable in Flight Load Monitoring (FLM), Blue Eye, Compliant Resolution Official (CRO), and Ground Security Coordinator (GSC).
• Excellent time management and prioritization skills.
• Excellent customer service skills.
• Ability to think creatively.
• Bilingual skills.

Crewmember Expectations

• Regular attendance and punctuality.
• Potential need to work flexible hours and respond on short notice.
• Able to maintain a professional appearance.
• When working or traveling on JetBlue flights, assist with light cleaning of the aircraft if time permits.
• Exhibit JetBlue values: Safety, Caring, Integrity, Passion, and Fun.
• Promote safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) and reporting safety/security concerns via JetBlue’s confidential reporting systems (ASAP or SAR).
• Adhere to all applicable laws, regulations (FAA, OSHA, DOT, etc.), and Company policies and procedures.
• Uphold JetBlue’s safety performance metric goals.
• Use of ChatGPT or any automated tool during the interview process will disqualify a candidate.

Equipment Operation

• Computer and other office equipment.
• Jet bridge and/or airstairs.
• Public Address System.
• Ground service equipment (GSE), handheld radios, scanners, LED signs, mail and cargo equipment.
• Informational Display Screen systems (RIDS, FIDS, BIDS, GIDS, SPIDS).
• Free-standing computer kiosks for customer reservations.
• Bag Scanners.
• Duty Phone.

Work Environment

• Airport environment with exposure to weather and elevated noise levels.
• Ability to stand for extended periods.
• Required to work shift work and irregular hours due to operational needs.

Physical Effort

• Moderate physical activity, including handling objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with assistance.
• Requires bending, crouching, kneeling, and other physically demanding movements.