Regional Supervisor Airport & Ground Ops

Position Summary

The Airport and Ground Operations Regional Supervisor leads, develops and maintains strategic relationships with JetBlue crewmembers, internal departments, external stakeholders and customers; depending on the specific station, this responsibility will extend to business partners as well. The Regional Supervisor serves airports crewmembers as well as business partners, when applicable, through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Regional Supervisor will collaborate and partner closely with Manager(s) in the execution of the operational strategy to ensure success of our customer interactions, control costs, drive revenue, and uphold safety standards and ensure operational integrity as per the goals set. Schedule and complete regular visits to all BlueCities within the United Kingdom & Ireland to deliver leadership support and stay connected to front line crewmembers and/or business partners.

The Regional Supervisor is a leadership role, directly overseeing and supporting crewmembers responsible for the execution of JetBlue’s Airport and Ground Operations.

• The Airports Operations team is responsible for safely performing all processes above the wing, where required, including but not limited to customer check-in, tagging and accepting baggage, boarding of flights, connecting customers, irregular operations, station operations, Baggage Service Office (BSO), and cleaning of aircraft.

• The Ground Operations team is responsible for safely performing all processes below the wing, where required, including but not limited to bag room, loading of baggage, transfer baggage, safety compliance, cleaning of aircraft, station operations, baggage scanning, and ensuring the safe operation of all aircraft.

Essential Responsibilities

• Accountable to senior leadership for monitoring and executing the safety and security programs at the station to ensure a safe and secure workplace for crewmembers, customers, business partners, aircraft, facilities, and ground service equipment (GSE) (where applicable) -- responsible for meeting federal and local requirements.
• Provides exceptional service to both internal and external customers by leading and overseeing the delivery of hospitality and JetBlue Promises, which are in-line with the high expectations customers have for JetBlue. Responsible for resolving and handling escalated issues with customers and/or crewmembers.
• Supports, coaches, and trains airports crewmembers and/or business partners, encourages engagement, and takes a significant role in their development and growth achievement through effective performance management and ongoing constructive formal and informal feedback.
• Briefs airports crewmembers and/or business partners prior to each shift and reports all relevant information concerning shift to crewleader on duty, including any maintenance issues or cancellations.
• Strategically identifies operational challenges and implements improvements to maximize and ensure success of on-time performance initiatives.
• Reviews and manages the operational performance by overseeing the daily flight operation to meet or exceed the established performance goals.
• Proactively reviews team performance and recommends enhanced operating practices and procedures to improve performance.
• Supports Management in the execution of the operational strategy and assumes Manager/General Manager responsibilities when they are not available.
• Acts as Incident/Event coordinator during irregular operations, and central point of contact for all station related operational decisions in conjunction/coordination with leadership and System Operations.
• Directs and guides airports crewmembers and/or business partners through operational issues while coordinating efforts with all applicable stakeholders throughout the operation as well as business partners in order to ensure effective day-to-day collaboration and accountability.
• Coordinates and collaborates with other stakeholders in improving communication and teamwork.
• Provides regular communication to crewleaders on the activities and developments in the company and in the region.
• Obtains and stays current on Airport and/or Ground Operations qualifications, as required.
• Ensures that policies and procedures are conducted in accordance with System Airports Performance Quality (SAPQ) and applicable federal regulations and standards, including escalating any non-compliance to leadership, and advising of any other escalated operational issues while monitoring events.
• Is accountable to management for ensuring the safety and security of ground handling operations.
• Ensures team readiness for response to significant irregular operations and emergency events.
• Partners with JetBlue University (JBU) including the Airports Field Educator to ensure effective training that leads to successful customer interactions and upholds safety standards.
• Evaluates daily crewmember and/or business partner shift schedules and assignments to ensure maximum efficiency during regular and irregular operations. Must be able to stay ahead of any potential staffing challenges during both regular and irregular operations. Additionally, Regional Supervisor should be able to plot and assign crewmembers to all applicable areas as needed.
• Required to fulfill frontline duties and assist in supporting frontline crewmembers as needed.
• Administrative support may be assigned, depending on station size.
• Serves as Ground Security Coordinator and is responsible for the safety and security of ground handling operations, where applicable.
• Ensures that company’s cash management policies are followed. Responsible for reconciling cash and payments on a daily basis.
• Responsible for performing periodic audits and addressing findings to ensure compliance with all safety, financial, and operational procedures.
• Designated Training Liaison for the region
• Designated Emergency Response Liaison for the region
• Represent Jetblue in different airport forums such as the AOC, Airport Committees and Airport Community calls.
• Liaise effectively with customs, immigration, airport operators, and other key authorities.
• Deputize for General Manager at the designated airports within the region when necessary
• Ad-hoc projects to improve team morale, process and procedures
• Other duties as assigned, including special projects.

Minimum Experience and Qualifications

• High School Diploma or General Education Diploma (GED) or equivalent (e.g. Secondary School).
• Three (3) years of customer service, sales, or airline experience, OR one (1) year experience in JetBlue’s Customer Experience (CEX) team.
• Able to stand continuously up to four (4) hours at a time.
• Must be able to read, write, and speak English and native language of the station.
• Ability to handle confidential information with professionalism and diplomacy.
• Ability to work independently with a sense of urgency and attention to detail.
• Able to work variable hours, flexible shifts, including holidays and weekends.
• Able to travel as needed for work, training, and/or company meetings.
• Available for occasional overnight travel (25%).
• Skills in project management and change management
• Management of teams and people management processes
• Able to demonstrate an entrepreneurial approach to identifying and acting on opportunities and challenges to improve operational and financial performance
• Ability to perform under pressure and fixed time constraints.
• Proficient knowledge in Microsoft Office.
• Must be able to use handheld radios and microphones to communicate with operations and make all terminal announcements.
• Able to work with various forms of payment (cash, credit cards, traveler’s checks, etc.).
• Must be able to acquire and maintain a valid airports secure area badge (e.g. Full Airside ID Pass).
• Regional Supervisors overseeing Ground Operations must possess and maintain a valid Driver License and a driving record that meets JetBlue Airways’ insurance standards.
• In possession of valid passport with the ability to travel in and out of the United States and/or other international BlueCities.
• Depending on location, may need to acquire and maintain a United States Customs Clearance.
• 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.
• Internal Candidates: Good standing in attendance, performance, and safety.

Preferred Experience and Qualifications

• Bilingual skills.
• Strong interpersonal skills.
• Ability to engage all people and all types of personalities and agendas.
• Ability to communicate clearly, concisely, logically, and coherently.
• Ability to maintain a poised demeanor while working in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to represent at senior forums to ensure Jetblue interests at protected
• Outstanding leadership capabilities, with ability to lead, train and motivate.
• One (1) year of leadership or supervision experience, preferably in the Airline industry.
• Extensive knowledge in Airport Operations and /or Ground Operations.
• Knowledgeable in Sabre and Movement Control Web.
• Knowledgeable in Flight Load Monitoring (FLM), Blue Eye, Complaint Resolution Office (CRO), and Ground Security Coordinator (GSC).
• Excellent time management and prioritization skills.
• Excellent customer service skills.
• Ability to think creatively.

Crewmember Expectations

• Regular attendance and punctuality.
• 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.
• Potential need to work flexible hours and be available to respond on short notice.
• 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)).
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, CAA, UK DfT etc.) and company policies, procedures, and risk controls.
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities.
• Responsible for ensuring crewmembers have requisite training, resources and support to achieve safety objectives.
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System.
• 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.
• For Regional Supervisors overseeing Ground Operations will use Ground Service Equipment (GSE), handheld radios, scanners, light emitting diode (LED) signs, mail and cargo equipment as necessary (Ground Operations crewmembers).
• Public Address System.
• Jet bridge and/or airstairs operation.
• Informational Display Screen systems (RIDS, FIDS, BIDS, GIDS, SPIDS).
• Free-standing computer kiosks used to identify and process customer reservations.
• Bag Scanners
• Duty Phone

Work Environment

• Airport environment.
• Subject to weather and elevated noise levels within airports.
• Ability to stand for an extended period of time.
• Required to do shift work and irregular hours due to irregular operations.

Physical Effort

• Moderate physical activity required by handling objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with the assistance of other people or tools and be in a position where bending, crouching, kneeling, etc. is needed.