Customer Communications Manager @ JetBlue

Engineering Management (1)

Position Summary:

The Manager Customer Communications leads the strategy, implementation, and evolution of JetBlue’s communications platforms responsible for powering timely, automated customer notifications across SMS, email, push, and emerging channels. This role is accountable for delivering consistent, personalized communications that provide peace of mind throughout key customer touchpoints, such as flight updates, delays, gate changes, and disruption-related events.

As a leader within the broader Digital and IT organization, this role owns the lifecycle and roadmap of JetBlue’s customer messaging infrastructure and will partner with cross-functional teams, including Engineering, Product, Customer Support, Data Science, and Brand/Marketing, to build tools and processes that ensure communications are synchronized, scalable, and channel-aware. They will play a key role in transforming how JetBlue delivers messages by implementing and consolidating systems, streamlining communication logic, and removing complexity from legacy workflows.

This position requires a technically fluent, product-oriented leader who understands the inner workings of communications tooling and can drive platform innovation while ensuring message quality and delivery performance. The ideal candidate thrives in fast-paced, cross-functional environments and is excited to bring product thinking to communications infrastructure at scale. As the leader of this team, you will help to design and implement top-tier digital solutions that meet our business objectives and elevate user experiences.

Essential Responsibilities:

Lead, coach, and develop a team focused on modern Product and Project management principles
Lead end-to-end product ownership of JetBlue’s customer communications tooling across push, SMS, and email
Design and implement cross-channel messaging strategies that prioritize consistency, customer clarity, and delivery reliability
Partner with Engineering, IT, and business partners to evolve JetBlue’s communications tech stack, consolidating workflows into a unified, rules-driven platform
Own the roadmap for communications, including message orchestration, rules engines, templates, preference management, and delivery tooling
Ensure parity and synchronization of messages across channels, minimizing redundant “message storms” and operational confusion
Lead discovery and implementation of new capabilities such as channel escalation logic, intelligent send timing, and customer preference centers
Collaborate with Operations, Commercial, and Customer Support teams to support key customer journey touchpoints through timely communication
Drive performance measurement, experimentation, and continuous improvement across communication types and tools
Maintain relationships with business partners to manage contracts, assess and expand offerings, and deliver at scale
Partner with Marketing to ensure all customer communications reflect JetBlue’s brand voice and support broader customer engagement goals
Leverage data and segmentation to support personalized customer journeys across transactional and marketing messages
Manage the customer communications platform budget and support cost optimization strategies
Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
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 of professional experience in digital product management or digital communications within a customer-facing organization
Strong understanding of the tools, systems, and workflows required to manage multi-channel automated communications
Experience owning or contributing to the roadmap of internal tools or customer-facing platforms
Comfortable collaborating with Engineering, Data Science, and Analytics teams to drive measurable platform outcomes
Ability to translate complex stakeholder needs into scalable technical solutions
Excellent project management and organizational skills, with a bias toward execution
Strong communication and interpersonal skills across all organizational levels
Ability to supervise other crewmembers and work collectively as a team
Strong analytical and problem-solving skills
Available for occasional overnight travel (10%)
In possession of valid travel documents with the ability to travel in and out of the United States
Must 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:

Ten (10) years of professional experience in digital product management, Customer Relationship Management (CRM), marketing operations, or product management of messaging systems
Experience managing a budget
Prior experience implementing or managing a rules engine or communications orchestration layer
Familiarity with vendors and tools in the martech/communications stack (e.g., Airship, Salesforce Marketing Cloud, Twilio, Braze)
Experience designing and managing customer preference centers and opt-in logic
Experience with lifecycle marketing, campaign orchestration, or loyalty communications
Understanding of marketing KPIs and how to balance transactional vs. promotional messaging
Background in airline, travel, or other high-frequency transactional industries
Knowledge of data privacy, deliverability, and compliance considerations in SMS and email

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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Customer Communications Manager

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