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 specific station, this responsibility may extend to business partners as well. The Supervisor serves as a point of contact for both internal and external customers, providing exceptional service and resolving escalated issues. They coach and mentor crewmembers, encouraging engagement and development, and support the execution of the operational strategy.

Responsibilities

• Monitor and execute safety and security programs to ensure a safe and secure workplace for crewmembers, customers, business partners, aircraft, facilities, and GSE.
• Provide exceptional service to both internal and external customers, ensuring adherence to JetBlue Promises and high customer expectations.
• Resolve and handle escalated issues with customers and/or crewmembers.
• Support, coach, and train Airports crewmembers, encouraging engagement and development through effective performance management and feedback.
• Brief crewmembers and/or business partners prior to each shift and report relevant information to the shift leader.
• Identify and implement operational improvements to maximize on-time performance.
• Assume Manager/General Manager responsibilities when senior leadership is unavailable.
• Direct and guide Airports crewmembers through operational issues, coordinating with all stakeholders and business partners.
• Ensure compliance with Airport and/or Ground Operations qualifications, federal regulations, and SAPQ.
• Evaluate daily shift schedules and assignments to ensure maximum efficiency.
• Perform frontline duties and assist in supporting Frontline crewmembers as needed.

Requirements

• High School Diploma or 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 up to four (4) hours at a time
• Proficient in written and verbal English
• Able to handle confidential information professionally and diplomatically
• Able to travel and/or work variable hours, flexible shifts, including holidays and weekends
• Able to perform under pressure and fixed time constraints
• Proficient in Microsoft Office
• Must be able to acquire and maintain a valid SIDA Badge
• May need to acquire and maintain a United States Customs Clearance
• Must be able to use handheld radios and microphones to communicate with operations and make all terminal announcements
• Able to work with various forms of payment (cash, credit cards, travelers checks, etc)
• Must be able to acquire and maintain a valid Driver License and a driving record that meets JetBlue Airways' insurance standards
• Available for occasional overnight travel (10%)
• Must 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
• Good standing in attendance performance and safety

Qualifications

• Outstanding leadership capabilities, with ability to lead, train, and motivate
• 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), Ground Security Coordinator (GSC)
• Excellent time management and prioritization skills
• Excellent Customer service skills
• Ability to think creatively
• Bilingual skills

Skills

• Leadership
• Customer Service
• Training and Development
• Operational Improvement
• Conflict Resolution
• Time Management
• Communication
• Problem Solving
• Teamwork

Benefits

Includes 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.

Pay

$66,300 - $88,000 per year

Schedule

Shift work and irregular hours due to irregular operations