Manager Digital Experiment Optimization

Position Summary

The Manager, Digital Experimentation & Optimization leads JetBlue’s digital experimentation and optimization practice across the travel ribbon. This role evolves and owns the operating model, standards, governance, prioritization, measurement approach, and technology enablement required to scale experimentation across Digital.

This leader partners closely with Commercial teams, including e-commerce Marketing, as they develop business hypotheses, offers, campaigns, and test concepts in parallel. The Manager ensures those efforts align to a unified roadmap, use consistent standards, are technically feasible, and are measured against shared commercial and customer outcomes.

Serving as the connector between business strategy and technology execution, this role translates JetForward priorities into scalable digital capabilities that support conversion, ancillary revenue, upsell, loyalty engagement, personalization, and customer experience improvements. The Manager co-chairs a cross-functional experimentation prioritization forum, aligns business and technology teams around the highest-value opportunities, and drives measurable commercial impact through disciplined test planning, execution, reporting, and executive-ready storytelling.

The ideal candidate is a balanced product, technology, and commercial leader who can build relationships across the organization while developing a scalable experimentation practice and future team structure.

Essential Responsibilities:

• Lead, coach, and develop a team of crewmembers focused on digital experimentation, optimization, product management, and technology enablement.
• Own and mature JetBlue’s digital experimentation and optimization operating model, including intake, prioritization, governance, standards, measurement, reporting, and business-readout processes.
• Chair a cross-functional experimentation prioritization forum to align Technology and Commercial teams, including e-commerce Marketing, around the highest-value digital opportunities.
• Partner with Commercial teams that are developing business hypotheses, offers, campaigns, and test concepts in parallel to ensure experimentation work aligns to JetForward priorities, a unified roadmap, and shared business outcomes.
• Translate JetForward priorities into a digital experimentation roadmap that supports conversion improvement, ancillary revenue, upsell, loyalty engagement, personalization, customer experience, and broader digital commerce outcomes.
• Serve as the primary connector between business strategy and Technology execution, ensuring experimentation concepts are translated into clear requirements, scalable capabilities, and measurable outcomes.
• Establish consistent testing and experimentation standards across Technology to ensure digital tests are technically feasible, measurable, scalable, governed, and aligned with JetBlue standards.
• Support and enable underlying experimentation, personalization, analytics, content management, customer behavior, and governance technologies across Digital in support of Commercial and e-commerce Marketing priorities.
• Responsible for establishing, tracking, and improving product metrics, experimentation metrics, Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs), financial/resource plans, and commercial outcomes for the portfolio of products and capabilities in their purview.
• Develop business cases for experimentation capabilities, tooling, operating model enhancements, technology enablement needs, and future team growth aligned to primary travel-ribbon areas such as Inspiration and Booking, Post-Booking, and Loyalty.
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
• Other duties as assigned

Minimum Experience and Qualifications:

• Bachelor’s Degree in Business, Computer Science, or relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant experience
• Five (5) years of experience supporting digital products or experiences end-to-end, including discovery and delivery—defining problems, prioritizing a roadmap/backlog, writing clear user stories and acceptance criteria, and partnering with design/engineering to ship customer value
• Three (3) years of experience engaging customers and using their feedback to design solutions to meet their needs and business objectives
• Available for occasional overnight travel (25%)
• Currently in possession of a valid passport or equivalent travel in and out of the United States
• Able to work flexible hours and be available for an emergency response on short notice
• 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:

• Master’s Degree in Business, Computer Science, or related discipline with five (5) years of professional experience in product management or similar discipline;
• Six (6) years of experience supporting digital products or experiences end-to-end, including discovery and delivery—defining problems, prioritizing a roadmap/backlog, writing clear user stories and acceptance criteria, and partnering with design/engineering to ship customer value
• Experience managing cross-functional, medium-large-scale projects with internal teams and external business partners
• Experience working with cross-digital platforms
• Demonstrates a strong knowledge of technology trends; digital trends, industry background
• Basic understanding digital Booking and project and product delivery
• Knowledge of budget creation and management
• Knowledge of the airline industry

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 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))
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Responsible for ensuring crewmembers have requisite training, resources and support to achieve safety objectives
• 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 $118,800.00 and $177,100.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, as well as 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.

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