General information

Name
Manager/Senior Manager of Customer Experience and Product Development- (Dallas)
Ref #
1561
Date
Tuesday, June 18, 2024
Department
Marketing/Public Relations
Team
Commercial
Position level
Manager
Working time
Full-time
Dallas
Texas
Location
Dallas, Texas

Description & Requirements

As our Manager/Senior Manager, Customer Experience & Product Development, you will:

  • Elevate the entire JSX customer journey by transforming our lounges and inflight experience through creative, innovative offerings that delight customers and drive financial success.
  • Collaborate across Marketing, Operations, Hospitality, Finance and other internal teams to offer a strategic leadership.
  • Have a passion for exceeding customer expectations so that JSX can continue to deliver class-defining travel experiences. 


What makes a successful JSX Manager/Senior Manager, Customer Experience & Product Development?

  • Data-driven
  • Customer focused
  • Collaborative
  • Visionary
  • Entrepreneurial Spirit


A Day in the Life

  • Craft a compelling onboard and in-lounge product strategy that elevates the JSX experience. Source and procure exceptional offerings that delight customers and align with our brand promise.
  • Design lounge experiences that consistently exceed customer expectations, shaping spaces and amenities that deliver convenience, comfort, and the signature JSX style.
  • Drive new revenue streams through the development of customer-centric ancillary products and services that enhance the travel experience and complement our core offering.
  • Oversee the strategic budgeting and financial management of CX initiatives, ensuring cost-effectiveness, data-driven decision making, and alignment with revenue goals.
  • Develop robust procurement processes, including RFPs and SLA creation, to secure high-quality vendors. 
  • Cultivate and manage strategic vendor relationships. Collaborate with Hospitality to ensure vendor performance aligns with quality standards and customer experience goals.
  • Spearhead the development and launch of seamless inflight connectivity solutions, enhancing the onboard customer experience and enabling new engagement opportunities. 
  • Champion a customer-obsessed culture by managing a cross-departmental CX Team dedicated to proactively identifying and addressing pain points, driving continuous improvement across the JSX journey. 


Experience & Requirements

  • Bachelor's Degree in Marketing, Business Administration or related field (essential requirement)
  • 3-5 years (Manager) or 5-7 years (Senior Manager) experience in related hospitality, customer experience, travel or other similar role (essential requirement)
  • Expert ability to build, manage and maintain a complex, evergreen financial P&L
  • Knowledge of aviation ecosystems and supplier practices and networks (helpful, but not required)


Pay & Perks

Compensation range $95,000 - $115,000. This was established after performing market research and is aligned with our approach to compensation. Most qualified Candidates will receive an offer near the starting point of our compensation range.

  • New Crewmember's become eligible for health benefits on the 1st of the month following the start of employment
  • Medical plans start at just $64/month (100% employer paid dental & vision, up to $2,100 annual company HSA contribution to medical plan participants)
  • Free non-revenue standby travel on JSX (deeply reduced non-revenue standby travel on many other major domestic & international airlines) for yourself + qualifying immediate family
  • 401(k) match – 50% of your first 8%
  • Generous PTO plan


Vibe @ JSX

We are not only a lifestyle carrier, but also a lifestyle employer where entrepreneurship meets determination, where doing what’s best is the standard, and where the experience is just as important as the destination. We’re all about supportive leaders who have your back and believe in a clear path to your success, being diverse and open-minded, and having a lot of fun along the way! JSX is your runway.


Additional Information:

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (emergencies, changes in workload, rush jobs, technical developments, etc).

JSX seeks to ensure affirmative action in order to provide equality of opportunity in all aspects of employment, as well as to ensure that all personnel activities, such as the recruitment, selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based upon race, color, religion, sex, sexual orientation, gender identity, and national origin.