Senior Analyst Customer Support BP Contract Management and Quality

jetBlue Airways •

Salt Lake City, Utah, United States

Position Type: Permanent

Job Description:

Position Summary:

The Senior Analyst Customer Support BP Contract Management and Quality Control provides support for all JetBlue business partner functions including auditing business partner billed invoices to actuals from various systems, review of quality delivered (Hospitality/Promises, process adherence, etc.), contract management, and annual cost center budget. The Senior Analyst also ensures standards and business partner controls are maintained. The Senior Analyst will also provide support on ongoing projects, business case development, and communications within the department.

Essential Responsibilities:

Support the Customer Support team to improve performance/Key Performance Indicators (KPIs), Customer satisfaction metrics, financial metrics, and leader oversight
Oversees processing of all business partner contract/Statement of Work (SOW) invoices from beginning to end with internal and external resources
Conducts business and financial analysis associated with departmental projects, initiatives, and budgeting, including data collection, data mining, analysis and auditing
Determine the impact of Customer Support contract renewals on departmental financials
Update and improve Customer Support financial business case models, including short and long-term actuals vs forecasts
Proactively and regularly develops presentations and analysis for department leaders
Owner of business partner quality including reviewing and auditing processes performed and report findings and mitigations in regular weekly, monthly, and quarterly business review meetings
Track weekly and monthly performance metrics and budget variances to help leadership assess overall health of the department
Plan internal and external functions for Customer Support Leadership and business partners
Other duties as assigned

Job Requirements:

High School Diploma or General Education Development (GED) Diploma
Three (3) years of analytic experience or related work experience
Distinctive problem solving and analytical skills combined with business judgment and the ability to communicate with senior leadership
Ability to work effectively with all levels and in diverse environments
Ability to quickly learn new programs and systems
Available for international overnight travel (25%)
Currently in possession of a valid passport or equivalent travel documents with the ability to travel in and out of the United States
Excellent verbal and written communication skills
Excellent organizational and planning skills
Excellent interpersonal skills
Highly motivated self-starter
Ability to multi-task
Flexible and able to work at any time, including nights, weekends, and holidays
Expert capabilities with Microsoft Office Products: Word, Excel, and PowerPoint
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
Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

Bachelor’s Degree
Previous contact center experience

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, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion
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))

Equipment:

Computer and other office equipment

Work Environment:

Traditional office environment

Physical Effort:

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

Job Ident #: 55571

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Senior Analyst Customer Support BP Contract Management and Quality

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