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2 months ago

Analyst Customer Recovery Communications

JetBlue Airways Corporation

New York City, NY (On-site)Full time$64K/yr – $90K/yr
2 months ago

Analyst Loyalty Redemptions

JetBlue Airways Corporation

New York City, NY (On-site)Full time$64K/yr – $90K/yr

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2 jobs

Analyst Customer Recovery Communications

JetBlue Airways Corporation

New York City, NY (On-site)

$64K/yr - $90K/yrIn-houseFull-timeMid level4+ years exp.
2 months ago

Analyst Loyalty Redemptions

JetBlue Airways Corporation

New York City, NY (On-site)

$64K/yr - $90K/yrIn-houseFull-timeMid level4+ years exp.
2 months ago
JetBlue Airways Corporation

Analyst Customer Recovery Communications

New York City, NY (On-site)

$64K/yr – $90K/yrMid Level4+ years expFull time

Posted 2 months ago

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Job Summary

Build and oversee JetBlue\'s loss recovery communications during irregular operations, aligning with brand and cross-functional teams to deliver timely, clear, and consistent customer messages across channels while driving process improvements and crisis readiness.

  • Manage and continuously improve recovery communications templates across channels to ensure accuracy and brand alignment.
  • Coordinate messaging during IROPs and recovery events with Brand, Airports, Ops, and Support teams.
  • Drive process improvements in workflows and SOPs to boost consistency and customer satisfaction.

Job Description

Responsibilities

  • Proactively identify communication gaps, process inefficiencies, and customer experience opportunities, and support scalable solutions that improve operational recovery communications.
  • Manage and continuously improve customer recovery communication templates across multiple channels, ensuring messaging remains accurate, customer-friendly, operationally aligned, and brand consistent.
  • Update and optimize communications related to delays, cancellations, reaccommodation, and service recovery initiatives.
  • Support implementation, optimization, and adoption of communication technologies, tools, and automation capabilities.
  • Research and recommend innovative approaches and best practices to improve the effectiveness and efficiency of customer communications.
  • Identify opportunities for process improvement within customer communication workflows and operational recovery processes to improve consistency and customer satisfaction.
  • Draft and maintain standard operating procedures, communication guidelines, and process documentation.
  • Partner with Brand, Corporate Communications, Airports, Customer Support, Operations, and Digital teams to ensure communication alignment and consistency.
  • Coordinate communication strategies and messaging updates during irregular operations (IROPs) and recovery events.
  • Monitor communication performance and customer feedback to identify opportunities for improvement.
  • Support testing, validation, implementation, and continuous improvement of communication enhancements and operational system updates.
  • Provide operational support and assist with on-floor communications coverage during high-volume operational events or staffing gaps.
  • Ensure communications comply with company standards, policies, and regulatory requirements.
  • Support IROPS and crisis response activations.
  • Other duties as assigned.

Requirements

  • Bachelor’s Degree in Communications, English, Journalism, or a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
  • One (1) year communication/writing experience
  • Strong written and verbal communication skills with exceptional attention to detail
  • Ability to manage multiple priorities in a fast-paced operational environment
  • Experience working cross-functionally with multiple departments and stakeholders
  • Proven ability to manage multiple projects while meeting deadlines
  • Experience with process improvement initiatives, workflow optimization, or operational documentation
  • Ability to adapt quickly during operational disruptions and changing priorities
  • Extreme attention to detail
  • Highly proficient with the Microsoft Office suite (specifically PowerPoint and Outlook)
  • Occasional overnight travel (20%)
  • 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

Preferred

  • Experience in a fast-paced operational environment (e.g., airline operations, crisis communications, or customer operations).
  • Experience developing written communications, presentations, procedures, and operational documentation.
  • Experience “ghost writing” and adapting tone and messaging for various teams, leaders, and audiences.
  • Experience using AI tools (e.g., ChatGPT) to support content development, editing, and message refinement.
  • Working knowledge of content management systems, customer communication platforms, and operational support tools.
  • Knowledge of HTML, XML, SGML, and/or multimedia or design tools.
  • Knowledge of airline operations, customer experience, and recovery communications.
  • Ability to work effectively in a high-pressure, time-sensitive, team-oriented environment.
  • Strong organizational, communication, and attention-to-detail skills.

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