Project Manager Continuous Improv & PMO

Project Manager Continuous Improvement & PMO (Customer Support)

Position Summary

The Project Manager Continuous Improvement & PMO (CI&PMO) is responsible for day-to-day managing of large scale, cross-functional programs that create efficiencies and process improvements aimed towards solving key structural and cost challenges (particularly in the Customer Support area). The position will also focus on programs that are strategic or otherwise critical for the Company’s success, utilizing methodologies of Six Sigma and Project Management Professional tools and techniques. The Project Manager is an influential Crewmember who is comfortable with maintaining a public profile and is skilled at building and maintaining relationships throughout the company at all levels, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

• Continually communicate updates on project statuses and issues to CI&PMO Team Leadership and Project Team Leadership via regular communications and status reports
• Manage initiative timelines to meet established milestones
• Manage schedules and timelines, stakeholders, resourcing, budgets, assets and overall project organization to ensure the team meets project requirements, expectations, and established milestones
• Act as single point of contact for each project on schedule, cost, and scope – while managing risks
• Coordinate inter-team activities and project dependencies to ensure on-time program deliverables
• Assist with the identification and prioritization of opportunities where process redesign/improvement can significantly impact efficiency, compliance, quality, profitability, competitive position and customer satisfaction
• Conduct process improvement initiatives with process owners which includes: documenting current process to identify pain points and opportunities, performing supporting data analysis, facilitating the design of the process changes, and supporting implementation of the process change
• Regularly communicate with department leadership, sponsors, and stakeholders
• Assist with creating and maintaining a measurement tool to monitor performance and improvements in key metrics for projects supported
• Assist with business case development and identification of project costs and benefits to calculate return on investment
• Assemble and present assessment results and recommendations to department and company leadership in conjunction with project team
• Other duties as assigned

Minimum Experience and Qualifications

• Bachelor’s Degree OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of combined education and relevant experience
• Three (3) years of related experience
• Understanding and experience with multi-channel contact center operations
• Experience leading projects with a heavy IT component
• Knowledge of and ability to apply Six Sigma and Project Management tools techniques, tools, and documentation practices
• Proficient with the Microsoft Office suite especially strong in Microsoft Excel, Visio, and PowerPoint
• Must be a team player and work effectively cross-departmentally
• Show a passion to get the job done
• Excellent organizational and analytical skills
• Must be able to multi-task, prioritize deadlines, and complete assignments accurately and timely.
• Excellent written and verbal communication skills
• Available for frequent overnight travel (50%)
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

• Bachelor’s Degree and/or Master’s Degree
• One (1) year of experience as acting project manager on cross-functional initiative
• Project Management Professional (PMP) certification
• Six Sigma Green Belt training and certification
• Airline industry experience
• Hospitality background

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Well-groomed and 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
• 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 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)

Equipment:

• Computer and other office equipment

Work Environment:

• Normal Office Environment
• Occasional operational setting as required such as: airport terminal/ramp, Business Partner facilities, etc.

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)