American budget airline JetBlue was founded in 1998 with the mission to ‘bring humanity back to air travel’.
According to JetBlue’s SVP of Talent, Rachel McCarthy, a rigid hierarchy is the enemy when you’re trying to build a customer-centric culture. Everybody at JetBlue is a “crewmember”, while managers, directors and executives are “crewleaders.” There’s a philosophy of servant leadership that recognises that front-line staff are the heroes of the show. “As a senior leader, you’re there to serve your crew”.
McCarthy says it’s not unusual to find senior leaders getting their hands (or blue gloves) dirty. “It doesn’t matter what level you are in the company, the expectation is we all pitch in and we’re a team and we’re going to work together. So, everyone cleans the plane.”
Read more: Indeed blog