Manager IT Software Engineering Cust Exp

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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