Manager Customer Communications

Position Summary :

The Manager Customer Communications leads the strategy, implementation, and evolution of JetBlue’s communications platforms responsible for powering timely, automated customer notifications across SMS, email, push, and emerging channels. This role is accountable for delivering consistent, personalized communications that provide peace of mind throughout key customer touchpoints, such as flight updates, delays, gate changes, and disruption-related events.

As a leader within the broader Digital and IT organization, this role owns the lifecycle and roadmap of JetBlue’s customer messaging infrastructure and will partner with cross-functional teams, including Engineering, Product, Customer Support, Data Science, and Brand / Marketing, to build tools and processes that ensure communications are synchronized, scalable, and channel-aware. They will play a key role in transforming how JetBlue delivers messages by implementing and consolidating systems, streamlining communication logic, and removing complexity from legacy workflows.

This position requires a technically fluent, product-oriented leader who understands the inner workings of communications tooling and can drive platform innovation while ensuring message quality and delivery performance. The ideal candidate thrives in fast-paced, cross-functional environments and is excited to bring product thinking to communications infrastructure at scale. As the leader of this team, you will help to design and implement top-tier digital solutions that meet our business objectives and elevate user experiences.

Essential Responsibilities :

• Lead, coach, and develop a team focused on modern Product and Project management principles
• Lead end-to-end product ownership of JetBlue’s customer communications tooling across push, SMS, and email
• Design and implement cross-channel messaging strategies that prioritize consistency, customer clarity, and delivery reliability
• Partner with Engineering, IT, and business partners to evolve JetBlue’s communications tech stack, consolidating workflows into a unified, rules-driven platform
• Own the roadmap for communications, including message orchestration, rules engines, templates, preference management, and delivery tooling
• Ensure parity and synchronization of messages across channels, minimizing redundant “message storms” and operational confusion
• Lead discovery and implementation of new capabilities such as channel escalation logic, intelligent send timing, and customer preference centers
• Collaborate with Operations, Commercial, and Customer Support teams to support key customer journey touchpoints through timely communication
• Drive performance measurement, experimentation, and continuous improvement across communication types and tools
• Maintain relationships with business partners to manage contracts, assess and expand offerings, and deliver at scale
• Partner with Marketing to ensure all customer communications reflect JetBlue’s brand voice and support broader customer engagement goals
• Leverage data and segmentation to support personalized customer journeys across transactional and marketing messages
• Manage the customer communications platform budget and support cost optimization strategies
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
• Other duties as assigned

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