Analyst Customer Recovery Communications

Position Summary

The Customer Recovery Communications Analyst is responsible for developing and managing customer-facing communications during operational disruptions and recovery events. This role supports real-time operational messaging across customer and frontline channels, ensuring communications are timely, accurate, operationally aligned, and consistent with the JetBlue brand.

The Analyst partners cross-functionally with SOC, Airports, Customer Support, Digital, Brand, Corporate Communications, IT, and other operational teams to support communication strategies, tools, technologies, and workflows that enhance customer recovery during irregular operations (IROPs) while improving communication effectiveness, operational efficiency, and overall customer experience.

Essential 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.

Minimum Experience and Qualifications

• 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 and Qualifications

• 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.

Crewmember Expectations

• Regular attendance and punctuality
• Potential need to work flexible hours (IROPs, nights, weekends) 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
• 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 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))
• 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 $64,350.00 and $89,600.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include 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.