Position Title: Supervisor, Airport Operations – (SYR)

Position Summary

The Airport Operations Supervisor leads, develops, and maintains strategic relationships with JetBlue crewmembers, internal departments, and customers; depending on the specific station, this responsibility may extend to business partners as well. The Supervisor serves Airports crewmembers as well as business partners, when applicable, through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Supervisor will collaborate and partner closely with the Manager(s) in the execution of the operational strategy to ensure the success of our customer interactions, control costs, drive revenue, and uphold safety standards.

The Airport Operations Supervisor is a leadership role, directly overseeing and supporting crewmembers responsible for the execution of JetBlue’s Airport operation. The Airport Operations team is responsible for safely performing all processes above the wing, where required, including but not limited to customer check-in, tagging and accepting baggage, boarding of flights, connecting customers, irregular operations, station operations, and Baggage Service Office (BSO).

Essential Responsibilities

• Accountable to senior leadership for monitoring and executing the safety and security programs at the station to ensure a safe and secure workplace for crewmembers, customers, business partners, aircraft, facilities, and ground service equipment (GSE) (where applicable) -- responsible for meeting federal and local requirements.
• Provides exceptional service to both internal and external customers by leading and overseeing the delivery of hospitality and JetBlue Promises, which are in line with the high expectations customers have for JetBlue.
• Responsible for resolving and handling escalated issues with customers and/or crewmembers.
• Supports, coaches, and trains airport crewmembers, encourages engagement and takes a significant role in their development and growth achievement through effective performance management and ongoing constructive formal and informal feedback.
• Briefs Airports crewmembers and/or business partners prior to each shift and reports all relevant information concerning the shift to crewleader on duty, including any maintenance issues or cancellations.
• Strategically identifies operational challenges and implements improvements to maximize and ensure the success of on-time performance initiatives.
• Supports Management in the execution of the operational strategy and assumes Manager/General Manager responsibilities when they are not available.
• Directs and guides Airports crewmembers through operational issues while coordinating efforts with all applicable stakeholders throughout the operation as well as business partners to ensure effective day-to-day collaboration and accountability.
• Obtains and stays current on Airport and/or Ground Operations qualifications, as required.
• Ensures that policies and procedures are conducted in accordance with System Airports Performance and Quality (SAPQ) and applicable federal regulations and standards, including escalating any non-compliance to Leadership, and advising of any other escalated operational issues while monitoring events.
• Partners with JetBlue University (JBU) including the JBU Field Educator to ensure effective training that leads to successful customer interactions and upholds safety standards.
• Evaluates daily crewmember shift schedules and assignments to ensure maximum efficiency during regular and irregular operations. Must be able to stay ahead of any potential staffing challenges during both regular and irregular operations. Additionally, Supervisor should be able to plot and assign crewmembers to all applicable areas as needed.
• Required to fulfill frontline duties and assist in supporting Frontline crewmembers as needed.
• Ensure Emergency Response items are in compliance in accordance to the BlueCity Emergency Response Reference Guide (BERRG) located in Comply365. This includes Red Bag requirements, Emergency Response Plans and conducting the required Emergency Response training exercises.
• Ensures all stakeholders are informed of the final schedule and potential schedule changes.
• Enters all business partner failures in PowerApps in a timely manner.
• Orders station supplies and controls inventory levels that are shared weekly with the JetBlue General Manager (GM).
• Performs weekly fuel reconciliation.
• Monthly and annual fire extinguisher inspections (leasehold areas).
• Attend monthly airport authority meetings in the absence of the GM.
• Attend Annual Transportation Security Administration (TSA) tabletop exercise.
• Review Mint due/overdue reports and proper completion and filing of all Customer Support (CS) forms.
• Ensure all forms on the BlueCity Retention Log located in Comply365 are in compliance this includes using the correct revision and retention of forms.
• Responsible for all training in their BlueCity; including, initial and recurrent on the job training (OJT), regulatory trainings, and all revised and new training initiatives for JetBlue crewmembers and business partners.
• Perform station Cash Management requirements.
• Conduct audits – station and safety on a regular basis and submit the results as determined by the JetBlue General Manager in addition to BlueCity self-assessment audits.
• Prepared for internal audits by JetBlue teams such as the System Airports Performance and Quality (SAPQ) and Corporate Audit teams. This includes conducting the Blue Health and Safety Committees (BHSC) Monthly Safety Meeting and uploading the meeting minutes.
• In partnership with the GM, prepare for external audits by the Federal Aviation Administration (FAA), Department of Transportation (DOT), and TSA.
• Administrative support may be assigned, depending on station size.
• Other duties as assigned, including special projects.