Program Manager CS Omni Channel Experience

• Bachelor’s Degree in Business or related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience
• Three (3) years of experience related to strategic program management
• Expertise in CCaaS solutions and technologies, including experience with CCaaS implementations and managing CCaaS programs
• Amazon Connect Certified, or certifications (Cloud Practitioner, Machine Learning) complete within 90 days of employment
• Proven experience within Amazon Connect, including Lambda and Lex 
• Excellent verbal and written communication skills for effective stakeholder engagement and reporting 
• Knowledge of change management principles and experience in implementing organizational changes related to CCaaS solutions
• Capacity to align CCaaS programs with organization’s strategic goals and objectives 
• Possesses highly effective analytical thinking ability to gather, understand, integrate, and synthesize complex information in order to develop solutions, make recommendations, or propose action plans 
• Knowledge of industry best practices for project management, business process analysis
• Ability to understand and communicate interactions among complex interdependent work streams effectively, both verbally and in writing, to diverse groups of people
• Expertise in Microsoft Office Suite
• Available for occasional overnight travel (10%)
• 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

• Master’s degree in Business field or related subject
• Significant experience with CCaaS solutions, including a proven track record of successful CCaaS program management and implementation. In-depth knowledge of leading CCaaS platforms is often preferred
• Experience in managing large and complex CCaaS projects and programs, including multi-site or global implementations
• Proven ability to develop and execute long-term CCaaS strategies that align with the organization's overarching business objectives
• Ability to build effective interpersonal relationships, and able to foster and contribute to a positive and productive team environment 
• Creative and innovative, demonstrating flexibility and adaptability in work style to better respond to multiple requests/tasks and handle sudden changes in priorities or when encountering new/unique situations
• Proficiency in utilizing data analytics and business intelligence tools to drive insights and improvements within the CCaaS program
• Able to readily embrace and participate in change initiatives 

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  
• 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) and 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

Equipment:

• Computer and other office equipment

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Work Environment:                                                                                                    

• Traditional Office Environment

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Physical Effort:  

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