Director Product (Customer Experience)

Position Title: Director, Product

Position Summary:

The Director, Product is responsible for defining and driving product development and management strategy for JetBlue Airways. This role ensures JetBlue’s products evolve to meet changing Customer needs/expectations, market dynamics, competitive environment and operational realities—balancing innovation with disciplined cost management.

Partnering with the SVP, Marketing & Brand, the Director collaborates closely with leaders across Brand & Advertising, Commercial, Hospitality & Catering, Technical Operations, Finance, and Technology to translate JetBlue’s commercial vision into differentiated, sustainable and profitable Customer offerings. Specifically, this role oversees and sets the vision and ongoing development for the onboard experience including all food and beverage offerings, Inflight Entertainment and Wi-Fi as well as the ground experience offerings of premium lounges as well as JetBlue’s T5 terminal at JFK in NYC. This role oversees a team of 15+ crewmembers and manages significant business partner relationships spanning technical (seatback and Wi-Fi technology), retailers (concessionaires at JFK), caterers and a variety of specialized business partners whose products are served to over 40MM customers each year. This role is responsible for a significant OPEX budget and also is responsible for delivering against revenue targets associated with onboard purchases.

The Director serves as a key member of the Commercial team, leading cross-functional initiatives that elevate the JetBlue experience while optimizing return on investment. This leader thrives in complex and matrixed organizations, excels at influencing across functions, and embodies the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities:

• Define and evolve JetBlue’s product vision — shaping an innovative and cohesive customer experience that supports JetBlue’s brand and competitive positioning with an eye towards first mover advantage.
• Champion cross-functional collaboration by leading integrated teams across Commercial, Operations, Finance, and Technology to design, test, and deliver customer-centric products efficiently and effectively
• Drive innovation, identifying creative, data-informed ways to enhance value
• Develop and manage the multi-year product roadmap, ensuring alignment with strategic business objectives, customer insights, and financial goals
• Use data-driven insights to evaluate product performance, inform decision-making, and articulate business cases for new initiatives or product evolutions
• Foster an agile, test-and-learn mindset across teams to accelerate innovation, improve collaboration, and shorten product development cycles
• Partner with Finance and Operations to optimize product investment strategies and ensure fiscal responsibility without compromising JetBlue’s brand or customer satisfaction
• Build strong relationships across internal and external stakeholders to gain alignment and advocacy for product strategy and key initiatives
• Represent JetBlue externally as a thought leader and brand ambassador, fostering partnerships and benchmarking against best-in-class industry practices
• Lead and develop a high-performing team, fostering engagement, growth, and succession readiness aligned with JetBlue’s leadership principles
• Other duties as assigned

Minimum Experience and Qualifications:

• Bachelor’s Degree in Business, Aviation, Marketing, or a related field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Seven (7) years’ experience in product management or development, with proven success in cross-functional leadership roles
• Demonstrated ability to innovate within financial or operational constraints
• Strong understanding of airline business models and customer experience design
• Expertise in using customer data and market insights to shape strategic decisions
• Experience managing complex stakeholder relationships and influencing without authority
• Available for moderate overnight travel (up to 30%)
• Must possess valid travel documents enabling 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:

• Master of Business Administration (MBA) or Master’s Degree
• Previous experience in the airline or hospitality industry
• Proven track record leading large-scale, cross-functional innovation or transformation initiatives
• 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 exhibit JetBlue’s values of Safety, Caring, Integrity, Passion, and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador
• Identify and report safety concerns, issues, incidents, or hazards
• Responsible for adhering to all applicable laws, regulations, and Company policies
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties

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 $160,000.00 and $200,000.00 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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