Product Manager Loyalty Tech Prog & Exp - Washington, DC

Product Manager Loyalty Tech Prog & Exp - Washington, DC

Job Description

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Position Summary

The Product Manager, IT Loyalty Technology reports to the IT Manager, Loyalty Technology and is responsible for driving the strategy, development, and ongoing optimization of technology solutions that power JetBlue's Loyalty ecosystem. This role supports scalable, secure, and customer-focused products and services that enable capabilities across loyalty programs, customer experience, partner integrations, cobrand operations, and foundational infrastructure. The Product Manager, IT Loyalty Technology serves as the key leader in ensuring the team delivers reliable, secure, and scalable solutions that meet the needs of customers, partners, and internal stakeholders. They will collaborate with IT teams, loyalty marketing, cybersecurity, and external business partners to maintain a seamless, customer-focused experience while supporting operational efficiency and compliance. The Product Manager will prioritize enhancements, maintain the team's roadmap, and ensure smooth execution of updates, enhancements, and issue resolution. The Product Manager, IT Loyalty Technology is responsible for defining strategy, managing roadmaps, and delivering technology solutions aligned with their assigned area and with broader business goals. Depending on team alignment, the role may include leading production support and incident triage, managing system health and monitoring, coordinating releases, enabling partner integrations and APIs, and enhancing platform security and fraud mitigation. The Product Manager, IT Loyalty Technology is comfortable working on high profile assignments, is motivated by determining new ways to improve processes, excels at detail-oriented projects, can manage changing priorities and perform well under stress and time constraints, and their personal values match JetBlue's values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities

Define and execute the product strategy and roadmap for JetBlue's loyalty platform, aligning with broader business goals and enhancing customer engagement

Collaborate with IT and business teams to prioritize platform enhancements ensuring delivery of high impact features

Manage the platform's production support processes, driving efficient issue resolution and minimizing customer and operational impact, with a focus on improving key performance indicators (KPIs)

Define and roll out improvements to release management activities to ensure timely and successful deployment of platform updates and enhancements

Lead efforts to manage and optimize integrations and APIs, enabling seamless data flow between the loyalty platform and external systems

Partner with cybersecurity and fraud prevention teams to enhance platform security, detect vulnerabilities, and mitigate fraud risks

Drive continuous improvements to the JetBlue account and TrueBlue sign-on platform, ensuring reliability, usability, and compliance

Act as the primary liaison between stakeholders, including IT, loyalty marketing, and external partners, to deliver platform initiatives

Leverage Data Analytics and customer insight to monitor platform performance and identify opportunities for enhancement and innovation

Stay informed of industry trends, emerging technologies, and competitive benchmarks to inform long-term platform strategy and planning

Other duties as assigned