Job DescriptionATTENTION MILITARY AFFILIATED JOB SEEKERS – Our organization works with partner companies to source qualified talent for their roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On- Site" at the location detailed in the job post.Position SummaryThe Customer Support Standards and Programs Analyst will assist the day-to-day execution of interdepartmental and cross-functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position and customer satisfaction for Customer Support. The Analyst reports into the Customer Support Standards and Program Manager while working closely with various departments to ensure critical information is updated and communicated in a timely manner.Essential ResponsibilitiesSupport the Team with project prioritization and timeline activitiesAssist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statusesAssist in the preparation of Customer Support documents for Policy RolloutAnalyze operational and Crewmember impact, customer satisfaction, and other key metrics to improve the customer experience and project goalsConduct interdepartmental and cross-functional initiatives with process owners in order to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future state processes, and support implementation of new processesStrategically align process and policy creation and improvement with the introduction of new Customer and Crewmember Standards and Programs in Customer SupportProduce reports regularly to provide progress and status updates on initiatives and projectsServe as a subject matter expert for Customer SupportAssist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelinesSuccessfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement and continuous improvementOther duties as assignedMinimum EducationHigh School / GEDMinimum Experience & QualificationsHigh School Diploma or General Education Diploma (GED)One (1) year customer service, sales, or airline experienceKnowledge of computer programs including Excel, Word, PowerPoint and SharePointAbility to project manage and define necessary resources for successful completion of projectsExcellent verbal and written communication skillsHighly organized and possess the ability to prepare concise and accurate documentation for project requirements and visionAvailable for occasional travel (10%)Must pass a ten (10) year background check and pre-employment drug testMust be legally eligible to work in the country in which the position is locatedAuthorization to work in the US is required. This position is not eligible for visa sponsorshipPreferred Experience & QualificationsBachelor's DegreeKnowledge of Visio or other flowcharting computer programsDetail-oriented and able to track multiple projectsValid Project Management Professional (PMP) certificationTwo (2) years of Customer Support experienceTwo (2) years of experience in project management, operations management or similar work experienceCrewmember ExpectationsRegular attendance and punctualityPotential need to work flexible hours and be available to respond on short-noticeAble to maintain a professional appearanceWhen working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraftMust be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and FunIdentify 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))EquipmentComputer and other office equipmentWork EnvironmentExpected to fulfil a blend of work from home and office to fulfil necessary collaboration or if experiencing technical difficulties at home. Must provide a safe and professional work at-home environment, free from background noise and distraction.Physical EffortGenerally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)LocationOrlando, Florida#J-18808-Ljbffr