Position Summary:
The Manager IT, Loyalty Experience is the point of contact for all strategic and tactical solutions for the designated business area. The Manager is responsible for planned initiatives, projects, and ongoing IT services, project delivery, and business partner management. The Manager leads, coaches and develops a team of crewmembers focused on solution delivery and/or operational support. The Manager will be involved in operational support of all solutions and or applications within scope of responsibility.
The Manager is comfortable with maintaining a public profile and building relationships throughout the organization. The Manager is also able to change priorities and focus to meet business demands, excels when working on complex projects, is motivated to deliver results, and exhibits the JetBlue values of Safety, Caring, Integrity, Passion and Fun.
Essential Responsibilities:
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- Function as the point of contact for all strategic and tactical solutions for Loyalty.
- Responsible for planned initiatives, projects, and ongoing IT services, project delivery, and business partner management.
- Leads, coaches and develops a team of crewmembers focused on solution delivery and/or operational support.
- Manage partnerships to develop and deliver an IT Strategy and an annual plan to support the business functions aligned to the area of responsibly including a solution and or application roadmap.
- Responsible for developing, maintaining and reporting a financial and resource plan for their area of responsibility.
- Manage the Loyalty related Customer Experience in partnership with Business unit, ensures that clear and concise requirements are understood and agreed service levels are maintained.
- Act as the escalation point for operational support to assigned portfolio applications with around the clock accessibility.
- Manage a "portfolio" of applications / solutions from conception to retirement.
- Responsible for establishing, tracking and improving key product metrics and Key Performance Indicators (KPIs) for the portfolio of products in their purview.
- Partner with Strategic Sourcing organization to negotiate Business Partner contracts and service level agreements which aligns with business unit’s requirements and expectations.
- Manage production and non-production environments through change control management.
- Ensure that JetBlue IT and business standards and procedures are maintained in accordance with company, audit, security and regulatory requirements.
- Ensure continued accountability for product and services delivery within assigned business units and across IT.
- Partner with other IT Managers to ensure alignment and drive efficiencies.
- Provide direct or indirect oversight of delivery teams for applicable portfolio initiatives.
- Take a significant role in leading and coaching direct team and/or indirect crewmembers to support the engagement, growth and development of the Succession plan for the IT department.
- Other duties as assigned.