Hybrid Product Manager – Customer Communications

at JetBlue

• Job title: Product Manager – Customer Communications
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,500 - $128,600 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Long Island City, United States

About the role

• Product Manager for operations-related customer communications at JetBlue. Collaborating with teams to manage customer alerts like flight statuses, delays, and cancellations.

Responsibilities

• Own the product strategy and backlog for operations-related customer communications, including flight status, irregular operations (IROP), and day-of-travel notifications
• Partner with the Manager Customer Communications to execute against the communications platform roadmap, with a focus on operational use cases and reliability
• Lead product discovery for operational communications by collaborating with Operations, Customer Support, Engineering, and Analytics to identify gaps, pain points, and opportunities for improvement
• Translate operational requirements into clear, prioritized product requirements, user stories, and acceptance criteria for Engineering teams.
• Ensure operational messages are consistent, accurate, and synchronized across SMS, email, push, and other supported channels, reducing customer confusion during disruptions.
• Support the design and evolution of rules-driven communication logic, including triggers, escalation paths, suppression rules, and channel prioritization for operational events.
• Collaborate with Engineering and IT partners to deliver scalable, resilient solutions that perform under high-volume operational conditions
• Leverage data, customer feedback, and performance metrics (e.g., delivery rates, latency, customer contacts) to drive continuous improvement of operational communications.
• Participate in testing, validation, and launch readiness for new operational communication capabilities to ensure accuracy and reliability
• Act as a key liaison between operational stakeholders and technical teams, ensuring shared understanding and alignment on priorities and outcomes.
• Support incident response and post-event analysis related to operational communications, identifying root causes and recommending product improvements.

Requirements

• Bachelor’s degree in a related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Four (4) years of professional experience in product management, digital platforms, or customer communications within a customer-facing organization
• Experience working with cross-functional teams including Engineering, Operations, and business stakeholders
• Strong understanding of product development processes, backlog management, and iterative delivery
• Ability to translate complex operational needs into structured product requirements
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication and collaboration skills across technical and non-technical audiences
• Ability to work in fast-paced environments with changing priorities
• Available for occasional overnight travel (10%)
• In possession of valid travel documents with the ability to 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.

Benefits

• performance bonuses
• restricted stock units
• access to healthcare benefits
• 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.