Director Crew Services

Director Crew Services (LSC)

Position Summary:

The Director Crew Services provides strategic and operational leadership across Crew Operations, Crew Pay, Crew Accommodations and Logistics, SOC Modernization, and related support functions within the System Operations Center (SOC).

The Director ensures the safe, compliant, reliable, and efficient execution of crew operations while delivering a high level of service to Flight and Inflight Crewmembers. As a senior SOC leader, the Director leads crew recovery during irregular operations, partners across the organization to mitigate risk and improve performance, and advances technology, automation, data-driven decision making, and process improvements that strengthen operational performance and the Crewmember experience.

Essential Responsibilities:

• Ensure the safe, compliant, and effective execution of day-of-operation crew scheduling, recovery, movement, and related operational activities in accordance with Federal Aviation Regulations, applicable collective bargaining agreements, Flight and Inflight Scheduling Manuals, Company policies, and established procedures.
• Serve as the senior Crew Services leader for operational decision-making and recovery during irregular operations, ensuring crew strategies are integrated into the broader system recovery plan.
• Anticipate crew-related operational risks and lead proactive actions to protect the operation, minimize Customer and Crewmember disruption, and improve the speed and effectiveness of recovery.
• Partner closely with Flight Operations, Inflight, System Operations, Airports, Enterprise Planning, JetBlue University, and other functions to drive safe, reliable, and effective operational performance.
• Provide leadership and oversight for Crew Pay, ensuring accurate and timely administration, strong pay integrity and controls, effective issue resolution, and close coordination with Flight, Inflight, Payroll, Finance, and other stakeholders.
• Provide leadership and oversight for Crew Accommodations and Logistics, including crew hotels, ground transportation, and related Business Partners, ensuring operational readiness, service reliability, effective IROP support, and disciplined cost management.
• Lead SOC Modernization and Crew Business Solutions, including the development and implementation of technology, automation, decision-support capabilities, reporting, and improved business processes supporting Crew Services and the broader SOC.
• Partner with Technology and external Business Partners to ensure crew-related operational systems are reliable, effectively supported, continuously improved, and aligned with operational and business requirements.
• Establish clear performance expectations, operating rhythms, measures, and accountability across Crew Services, with a focus on safety, reliability, productivity, service, cost, and Crewmember experience.
• Leverage operational and Crewmember data, root-cause problem solving, process redesign, automation, and industry-leading practices to identify trends, address systemic issues, and drive measurable improvements.
• Maintain a strong feedback loop among Crew Services, Crew Planning, Enterprise Planning, and Flight and Inflight leadership to ensure effective handoffs between long-range planning, future crew planning, and day-of-operation execution.
• Develop and maintain strong relationships with Business Partners supporting Crew Services, holding partners accountable for service levels, performance commitments, operating standards, cost effectiveness, and continuous improvement.
• Support annual business planning, budgeting, forecasting, and cost-management activities across Crew Services.
• Serve as the senior escalation point for significant crew operational, pay, accommodations, technology, and service issues, ensuring timely resolution, appropriate communication, and organizational alignment.
• Maintain strong relationships and open dialogue with Flight and Inflight leadership, labor representatives and scheduling committees, Crew Relations, and other stakeholders to proactively address operational issues and identify opportunities for improvement.
• Build organizational capability by coaching and developing leaders, establishing clear expectations and accountability, strengthening succession depth, and fostering Crewmember engagement and professional growth.
• Foster a culture of safety, caring, operational excellence, collaboration, continuous improvement, and accountability across all assigned teams.
• Maintain awareness of industry trends, emerging technologies, and leading practices in crew operations, operational recovery, airline technology, and workforce support, translating relevant developments into actionable improvements.
• Support emergency response and business continuity activities as required.
• Perform other duties as assigned.

Minimum Experience and Qualifications:

• Bachelor's Degree in a relevant field; OR demonstrated capability to perform the job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience.
• Seven (7) years of progressively responsible experience in airline operations, Crew Services, Crew Scheduling, System Operations, or a related discipline, including five (5) years in a leadership role.
• Demonstrated experience leading complex operational teams and recovery efforts in a 24/7 environment
• Strong knowledge of airline crew operations, including applicable regulatory and contractual requirements governing Flight and Inflight Crewmembers.
• Demonstrated ability to lead cross-functional initiatives and influence effectively across organizational boundaries.
• Experience leading process improvement, operational transformation, technology implementation, or automation initiatives.
• Demonstrated ability to use data and analytics to assess performance, identify risks, and drive operational improvement.
• Strong business acumen, including experience managing budgets, Business Partners, and operating costs.
• Strong leadership, communication, analytical, and problem-solving skills, with the ability to make sound decisions in a fast-paced, complex operating environment.
• Ability to build effective relationships and communicate with Crewmembers, senior leaders, labor representatives, Business Partners, and other stakeholders.
• Able to work flexible hours and be available for operational or emergency response on short notice.
• Available for occasional overnight travel (20%)
• 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 U.S. is required. This position is not eligible for visa sponsorship.

Preferred Experience and Qualifications:

• Bachelor's Degree in Aviation, Business, Operations, Technology, or a related field.
• Experience in a Part 121 airline System Operations Center.
• Experience leading Crew Scheduling, Crew Operations, Crew Pay, Crew Accommodations, or related crew support functions.
• Experience implementing or managing automated crew management, optimization, decision-support, or operational systems.
• Experience leading significant organizational, process, or technology transformation.
• Experience working with union-represented workgroups and collective bargaining agreements.

Crewmember Expectations:

• Regular attendance and punctuality.
• Potential need to work flexible hours 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 appropriate organizational fit for the JetBlue culture and exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System.
• 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 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, Company policies, procedures, and risk controls.
• Uphold JetBlue's safety performance goals and understand how they relate to the duties and responsibilities of the position.
• 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.

Work Environment:

• Normal office environment.
• Airport environment.

Physical Effort:

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

Compensation:

• The base pay range for this position is between $175,000 and $263,000 per year. Base pay is one component of JetBlue's total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 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.