What are the responsibilities and job description for the Supervisor Customer Support Training position at JetBlue Airways?
Position Summary
The Supervisor Customer Support Training leads a team responsible for the delivery of JetBlue University’s industry leading Initial, Recurrent, business partner and Regulatory Training Programs. The Supervisor builds strategic relationships with our operational customers and JetBlue University (JBU) support teams to enhance the overall effectiveness and delivery of our training programs.
Essential Responsibilities
Provides leadership for the ongoing delivery of all Initial, Recurrent, and Continuous Education Training programs including online, classroom, and local course offerings
Plans, directs, and manages the functions of a team of Instructors in the scheduling and implementation of crewmember and business partner training programs
Supervises, develops, and coaches Instructors; conducts annual performance evaluations and helps set goals for direct reports; serves as a resource to JBU Faculty in the resolution of complex problems
Provides comprehensive oversight of logistics for business partner training, ensuring resources, schedules, venues, and materials are coordinated for seamless execution
Coordinates onboarding and “train the trainer" programs for both business partners and internal crewmembers to ensure effective delivery of training content
Assists in the recruitment of new Instructors
Anticipates short and long term requirements regarding personnel and expenditures, and provides projections to leadership while assisting with the annual budget
Works with other JBU Supervisors and Faculty to ensure consistency amongst the training programs, processes, and products
Represents JetBlue University in cross-departmental project teams
Assists in the assessment, design, development, implementation and evaluation of College of Customer Support training programs
Creates, establishes, and maintains internal processes and job requirements for the College of Customer Support
Supports team initiatives, including team culture events, professional development opportunities, and leading informal teams to enhance team improvements and efficiencies
Other duties as assigned
Minimum Experience and Qualifications
High School Diploma or General Education Development (GED) Diploma
Three (3) years’ experience facilitating formal training
Prior experience managing a team in a fast-paced environment
Proficient in Microsoft Office suite, including SharePoint
Excellent verbal and written communication skills
Ability to work independently with minimal supervision while effectively managing time and priorities
Ability to handle multiple tasks with accuracy and diplomacy
Detail oriented and possess effective organizational and administrative skills
Available for moderate overnight travel (30%)
Must possess valid travel documents with the ability to travel in and out of the United States
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
Authorization to work in the US is required. This position is not eligible for visa sponsorship
Preferred Experience and Qualifications
Bachelor’s degree
Two (2) years of Project Management experience
Three (3) years of performance management experience
Knowledge of JetBlue Customer Support processes and tools, such as Sabre and other programs used by teams in Customer Support
Knowledgeable in adult learning, professional development, performance and project management
Excellent coaching skills and the ability to motivate and mentor direct reports
Crewmember Expectations :
Regular attendance and punctuality
Potential need to work flexible hours, including weekends and holidays, 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 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 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))
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
Audiovisual Equipment
Work Environment :
Traditional office environment
Physical Effort :
Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)
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