Manager Customer Support Oversight

Location:

Orlando, FL, 32827 Salt Lake City, UT, 84121

The Manager Customer Support Oversight reports to the Senior Manager, Workforce Management, and is responsible for supporting and maintaining Customer Support’s strategy covering all Customer Support external relationships. The Manager is a key member of the Customer Support Leadership team who owns Customer Support business partner relationships and oversight (service level agreements and manages programs that capture quantitative and qualitative data on business partner performance from various reporting sources).

The Manager has oversight of contract development and enforcement and partners closely with Strategic Sourcing and Legal throughout the sourcing and contracting lifecycle to continuously drive improvement in business partner performance to exceed contractual, business, and customer expectations. As a result, the Manager is results oriented, possesses highly developed quantitative analysis skills, able to establish strong, long‑lasting relationships with internal and external stakeholders.

The Manager is also detailed oriented and very organized to maintain comprehensive contract oversight mechanisms, ensuring real‑time feedback and accountability with ongoing maintenance of existing Service Level Agreements.

The Manager has primary responsibility for performance reporting and will both establish and maintain closed‑loop oversight processes with clear metrics to maintain business partner accountability, contract accuracy, and gauge overall effectiveness. The Manager is resilient and enjoys interacting daily with colleagues at various levels within and outside the organization, while influencing others and is an effective leader whose personal values align with Jet Blue’s.

• Contribute to and oversee the execution of the comprehensive Customer Support business partner transformational strategy to dramatically improve individual business partner performance, customer satisfaction metrics, financial metrics, and leader oversight
• Provide business management of Customer Support contracts; work with Strategic Sourcing to ensure executable performance measures across all contracts; work with Finance and Customer Support Workforce Planning to develop and maintain staffing plans; regular reporting to Customer Support leadership on overall contract and business partner effectiveness
• Ensure Customer Support Senior Manager’s complete understanding and enforcement of existing contracts through regular outreach and reporting
• Identify continuous improvement opportunities for all business partners to drive compliance of contractual obligations
• Develop regular Jet Blue Customer Support Business Review meetings to review overall Jet Blue performance, share business partner effectiveness, and share best practices throughout the Jet Blue network
• Prepare and manage a budget including plan variance research and reporting
• Maintain engagement of the operation and provide support to business partners, Supervisors, and crew members when needed
• Collaborate with other Customer Support and Jet Blue teams to build effective relationships of alignment and unity
• Take ownership of business partner key performance indicators (KPI’s) and drive improved performance
• Partner with Strategic Sourcing to negotiate existing and new business partner contracts based on adherence to performance expectations, competitive landscape, and budgetary circumstances; define business requirements, including “Plain English” service level agreement contract language
• Ensure that policies and procedures are conducted in accordance with applicable federal regulations and standards
• Take a significant role in the development of crew members to support their engagement, growth, goal achievement by establishing clear performance expectations and accountability for crew members
• Manage and develop a small team of Customer Support Oversight Supervisors
• Other duties, including potentially other department oversight, as assigned

• High School Diploma or General Education Development (GED) Diploma
• Five (5) years of Contact Center industry, contract management,…