External Operations Manager Jobs in Gotha, FL (NOW HIRING)

Position Summary:

The Manager, Customer Support Business Partner Operations is responsible for supporting and maintaining Customer Support’s strategy across all external relationships, with a specific emphasis on BPO (Business Process Outsourcing).

As a member of the Customer Support Leadership team, the Manager owns external business partner relationships, ensuring the management of BPO partners through Service Level Agreements (SLAs) and data-driven oversight mechanisms. The Manager establishes, tracks, and optimizes key performance metrics by leveraging quantitative and qualitative reporting to drive BPO partner accountability, efficiency, and continuous improvement.

The Manager collaborates with Strategic Sourcing and Legal teams throughout the BPO sourcing lifecycle, ensuring the development, negotiation, and enforcement of performance-driven contracts that align with JetBlue’s business goals and Customer expectations. As such, the role requires extensive contact center management experience, highly developed analytical abilities, and expertise in overseeing large-scale outsourced operations.

The Manager thrives in a dynamic environment, balancing leadership, business partner relationship management, and continuous performance improvement while driving excellence across multiple BPO partnerships.

Essential Responsibilities:

1. • Drive the strategic execution for customer support and BPO partnerships, focusing on improving partner performance, Customer satisfaction metrics, and financial outcomes.
   • Lead and develop a team of supervisors to oversee BPO operations, ensure SLA compliance, and drive performance excellence.
   • Lead and oversee BPO contract management in partnership with Strategic Sourcing, ensuring performance metrics and SLA compliance are defined, measured, and optimized.
   • Develop closed-loop oversight processes for real-time BPO and business partner performance tracking, driving continuous accountability through data and actionable reporting.
   • Identify and implement continuous improvement opportunities for BPO partners to enhance contractual compliance and operational effectiveness.
   • Conduct regular Business Review meetings with JetBlue and BPO business partners, reviewing partner effectiveness, sharing best practices, and fostering alignment on goals and performance metrics.
   • Collaborate with Customer Support Workforce Planning and Finance teams to develop staffing models and budget oversight for BPO operations.
   • Partner with Strategic Sourcing to negotiate BPO and Contact Center contracts, incorporating competitive insights, performance requirements, and clear, executable SLA language.
   • Develop and maintain clear performance dashboards to monitor business partner adherence to SLAs, driving transparency, accountability, and efficiency.
   • Provide leadership support for BPO partners and crewmembers, ensuring alignment with operational goals and JetBlue’s Customer experience standards.
   • Take a leadership role in the engagement and development of crewmembers, ensuring clarity of performance expectations and accountability for operational success, and in the development of crewmembers to support their engagement, growth, and goal achievement.   
   • Maintain compliance with all relevant BPO governance standards and federal regulations (FAA, DOT).
   • Other duties as assigned, including potential oversight of other operational areas.

Minimum Experience and Qualifications:

1. • High School Diploma or General Education Development (GED) Diploma.
   • Five (5) years of leadership or customer service experience.
   • Three (3) years of experience managing BPO and Contact Center operations, including contract management, business partner oversight, and performance optimization.
   • Experience developing and managing SLAs, performance dashboards, and improvement initiatives for outsourced Contact Center partners.
   • Available for international overnight travel (50%).
   • Currently in possession of a valid passport with the ability to travel in and out of the United States.
   • Able to work flexible hours, including emergency responses on short notice.
   • 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:

1. • Bachelor's degree in business, Operations, or a related field.
   • Five (5) years of experience in Contact Center management and BPO partner oversight, preferably within the airline or hospitality industries.
   • Three (3) years of Project management experience.
   • Three (3) years of Quality management experience.
   • Three (3) years of Quantitative analysis experience.
   • Three (3) years of business partner contract management and negotiation experience.
   • Three (3) years of Customer service experience, preferably in the airline industry.

Crewmember Expectations:

1. • 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
   • 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/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))
   • Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
   • Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities
   • The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Hybrid role with travel requirements to BPO and customer support sites.
• Computer and other office equipment

Work Environment

• Traditional office environment when not traveling

Physical Effort:

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