position Summary
The Product Manager Customer Communications (Operations) reports to the Manager Customer Communications and is responsible for owning the strategy, roadmap, and execution of JetBlue’s operations-related customer communications, including flight status updates, delays, cancellations, gate changes, and other real-time operational notifications.
This role brings product management discipline to the customer communications domain, ensuring that operational messages are timely, accurate, consistent across channels, and aligned to customer expectations during critical moments of the journey. The Product Manager partners closely with Engineering, Operations, Customer Support, IT, and Data teams to evolve the tools, rules, and workflows that power automated communications across short message service (SMS), email, push, and emerging channels.
As part of the Customer Communications team within Digital and IT, this role focuses on problem-driven delivery, platform scalability, and continuous improvement of operational messaging capabilities. The ideal candidate is comfortable operating in fast-paced, real-time environments, translating complex operational needs into clear product requirements, and balancing customer clarity with technical feasibility.
Essential Responsibilities
- Own the product strategy and backlog for operations-related customer communications, including flight status, irregular operations (IROP), and day-of-travel notifications
- Partner with the Manager Customer Communications to execute against the communications platform roadmap, with a focus on operational use cases and reliability
- Lead product discovery for operational communications by collaborating with Operations, Customer Support, Engineering, and Analytics to identify gaps, pain points, and opportunities for improvement
- Translate operational requirements into clear, prioritized product requirements, user stories, and acceptance criteria for Engineering teams.
- Ensure operational messages are consistent, accurate, and synchronized across SMS, email, push, and other supported channels, reducing customer confusion during disruptions.
- Support the design and evolution of rules-driven communication logic, including triggers, escalation paths, suppression rules, and channel prioritization for operational events.
- Collaborate with Engineering and IT partners to deliver scalable, resilient solutions that perform under high-volume operational conditions
- Leverage data, customer feedback, and performance metrics (e.g., delivery rates, latency, customer contacts) to drive continuous improvement of operational communications.
- Participate in testing, validation, and launch readiness for new operational communication capabilities to ensure accuracy and reliability
- Act as a key liaison between operational stakeholders and technical teams, ensuring shared understanding and alignment on priorities and outcomes.
- Support incident response and post-event analysis related to operational communications, identifying root causes and recommending product improvements
- 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
- Four (4) years of professional experience in product management, digital platforms, or customer communications within a customer-facing organization
- Experience working with cross-functional teams including Engineering, Operations, and business stakeholders
- Strong understanding of product development processes, backlog management, and iterative delivery
- Ability to translate complex operational needs into structured product requirements
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication and collaboration skills across technical and non-technical audiences
- Ability to work in fast-paced environments with changing priorities
- 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
- Experience supporting real-time or transactional customer communications (e.g., operational alerts, system notifications, messaging platforms)
- Familiarity with communications or messaging tools (e.g., SMS, push notifications, email platforms)
- Experience working with operational, support, or service recovery teams
- Background in airline, travel, transportation, or other high-frequency operational industries
- Experience using analytics to monitor performance and inform product decisions
- Familiarity with rules engines, automation, or workflow-based systems
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 $90,500 and $128,600 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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