Position Summary:
The Senior Analyst Customer Support BP Contract Management and Quality Control provides support for all JetBlue business partner functions including auditing business partner billed invoices to actuals from various systems, review of quality delivered (Hospitality/Promises, process adherence, etc.), contract management, and annual cost center budget. The Senior Analyst also ensures standards and business partner controls are maintained. The Senior Analyst will also provide support on ongoing projects, business case development, and communications within the department.
Essential Responsibilities:
- Support the Customer Support team to improve performance/Key Performance Indicators (KPIs), Customer satisfaction metrics, financial metrics, and leader oversight
- Oversees processing of all business partner contract/Statement of Work (SOW) invoices from beginning to end with internal and external resources
- Conducts business and financial analysis associated with departmental projects, initiatives, and budgeting, including data collection, data mining, analysis and auditing
- Determine the impact of Customer Support contract renewals on departmental financials
- Update and improve Customer Support financial business case models, including short and long-term actuals vs forecasts
- Proactively and regularly develops presentations and analysis for department leaders
- Owner of business partner quality including reviewing and auditing processes performed and report findings and mitigations in regular weekly, monthly, and quarterly business review meetings
- Track weekly and monthly performance metrics and budget variances to help leadership assess overall health of the department
- Plan internal and external functions for Customer Support Leadership and business partners
- Other duties as assigned