Senior Analyst Customer Facilitation

Position description

The Senior Analyst Customer Facilitation is responsible for developing solutions to facilitate and ensure associated regulatory compliance at JetBlue. As an individual contributor, this role collaborates with various internal and external stakeholders to implement policy changes, optimize procedures, and provide recommendations which improve facilitation processes and support international initiatives.

Essential Responsibilities

• Ensure compliance with international travel requirements, such as passport and visa checks, customs regulations, and immigration procedures
• Maintain up-to-date knowledge of global travel regulations, including but not limited to, customs rules, entry requirements, health protocols (such as COVID-19 restrictions), and international airport standards
• Administer and maintain the JetBlue Facilitation Manual
• Manage the tracking and mitigation of proposed penalties and liquidated damages, including leading the investigation and providing recommendations to prevent future fines
• Collaborate with customs, immigration authorities, and other regulatory bodies to streamline customer facilitation processes and ensure compliance with legal and security requirements
• Collaborate and work closely with various internal teams including the Airport Standards & Programs team, Legal and Government Affairs and Crew teams
• Analyze data to identify potential systemic root issues from irregularity reports and implement system-wide changes as needed
• Act as a liaison with industry counterparts and relevant international facilitation committees
• Investigate incidents of non-compliance (including inadmissible customers and inaccurate customer Advance Passenger Information System (APIS) transmissions), coach crewmembers involved and provide detailed reports to Leadership
• Support the training and development of other airport staff on international customer facilitation procedures and regulations
• Review current international facilitation processes and work to enhance or streamline procedures for both customers and staff
• Stay updated on international travel trends, airport procedures, and regulatory changes to continuously improve customers’ experience
• Advocate with internal teams for technology and policy-based enhancements of travel-related programs
• Take initiative to advocate for internal policy updates across all impacted divisions in response to international regulatory changes
• Other duties as assigned

Minimum Experience and Qualifications

• Associate’s degree in International Relations, Aviation Management, Hospitality, or a related field
• Three (3) years of experience in the airline industry or customer service, with a focus on international operations, travel documentation, or customs and immigration procedures
• Experience in reviewing and applying codified government regulations to corporate components
• Must be able to work flexible shifts, including holidays and weekends
• Ability to maintain strict confidentiality
• Proficient with the Microsoft Office Suite
• Strong understanding of international travel documentation, customs, immigration, and security protocols
• Accuracy in verifying travel documents and ensuring compliance with international travel regulations
• Excellent verbal and written English communication skills
• Strong interpersonal, diplomatic, and organizational abilities
• Strong verbal and written communication skills to interact effectively with a variety of internal workgroups, government officials, and other stakeholders
• Ability to identify and resolve issues quickly and effectively, particularly in the context of international travel
• Available for moderate overnight travel (25% to 40%)
• Must be 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

Preferred Experience and Qualifications

• Bachelor’s degree in International Relations, Aviation Management, Hospitality, or a related field
• Five (5) years of experience in the airline industry or customer service, with a focus on international operations, travel documentation, or customs and immigration procedures
• Proficiency in one or more foreign languages is a plus, preferably Spanish
• Ability to read and comprehend volumes of aviation security laws and regulations
• Advanced knowledge of airline reservation systems (e.g., Sabre, Timatic, etc.), international documentation processes, and government travel compliance systems

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, Passion and Fun
• 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))
• 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:

• Traditional office 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 $56,500.00 and $103,100.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include 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.

Application instructions

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