Product Manager Crewmember Technology

Position Summary

The Product Manager Crewmember Technology - Contact Center is a key member of the Technology Crewmember Technology team, reporting to the Senior Manager, Technology Crewmember Technology Products. This role is responsible for defining the overall product strategy and enhancing JetBlue’s contact center technology systems, including various Software as a Service (SaaS) applications. The Product Manager serves as a subject matter expert on contact center and telephony products, as well as broader industry trends, ensuring JetBlue engages effectively with technology consumers while expanding its value-added services.

The Product Manager will focus on delivering scalable and innovative solutions that contribute to improving both the customer and crewmember experience. This position requires someone adept at managing complex, high-profile projects, driving continuous improvement, and aligning contact center technology with evolving business needs. The ideal candidate will demonstrate strong analytical skills, an ability to navigate shifting priorities, and a commitment to JetBlue’s core values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

• Product Strategy & Roadmap Development : Define and manage the long-term product strategy for JetBlue’s contact center technology systems, including SaaS applications. Develop a rolling eighteen-month roadmap that aligns with business priorities and supports the delivery of key product capabilities.
• Business Partner Management : Serve as the primary point of contact for SaaS business partners, ensuring service level agreements (SLAs) are met, and that solutions are effectively integrated into JetBlue’s technology ecosystem. Participate in the business partner selection processes to ensure SaaS solutions meet technical and business needs.
• Stakeholder Collaboration : Act as a liaison between all internal matrix partners and Technology teams, leading business requirements development and ensuring alignment on priorities, vision, and scope. Collaborate to define and execute a release model that meets the business’s evolving needs. Lead collaborative sessions to gather feedback and translate business needs into actionable requirements for all contact center technology tools.
• Product Lifecycle Management : Oversee the full product lifecycle through the Discover, Define, Develop, and Deliver phases. Ensure features and enhancements are prioritized, executed, and released in alignment with business goals.
• Performance Monitoring & Continuous Improvement : Define and track product performance metrics, including uptime, response times, and user adoption, to ensure SaaS solutions deliver optimal performance. Identify opportunities for continuous improvement and implement enhancements to minimize disruption to business functions.
• Quality Assurance & Risk Management : Participate in acceptance testing and quality control processes to ensure products meet business requirements and are free of defects. Manage risks related to product performance, business partner relationships, and compliance, addressing issues promptly and effectively.
• Alignment & Best Practices : Partner with other Technology Product Managers to ensure consistency in product management processes and best practices across the organization. Align contact center technology efforts with broader Technology goals and initiatives.
• Technology Research & Innovation : Stay informed about emerging technologies and industry trends, recommending innovative solutions for integrating new capabilities into JetBlue’s core business functions. Prototype new tools and processes to support business growth and operational efficiency.
• Compliance & Risk Mitigation : Ensure that all technology solutions comply with JetBlue’s Technology standards and procedures, as well as industry regulations and data privacy laws. Develop risk mitigation strategies for SaaS applications, particularly around data security and system downtime.
• Other duties as assigned.

Minimum Experience and Qualifications

Preferred Experience and Qualifications

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