Darci Williams

As Senior Analyst of Ground Experience Product Development at JetBlue, Darci Williams helps shape how millions of customers experience the airline before they ever leave the ground. From the moment customers enter the airport to the time they step onboard, Darci builds the details that define JetBlue’s signature experience, including her contributions to the redevelopment of the airline’s flagship Terminal 5 at JFK.

Darci’s journey began more than a decade ago in airport operations, where she gained firsthand insight into the complexity and the humanity of air travel. Curious and driven, she moved across disciplines spanning operations, administration, commercial strategy, and people leadership, building a rare, 360-degree understanding of how airlines function from the inside out. Each role deepened her belief that the airport experience is not just operational, but emotional – a space where thoughtful design, seamless execution, and human connection matter most.

Today, Darci brings that perspective to product development, bridging strategy and real-world execution to create environments that feel intuitive, elevated, and distinctly JetBlue.

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How did you begin your career in aviation or at the airports? 

Darci Williams: My career began 12 years ago with a part-time role as an airport operations crewmember, though my introduction to JetBlue was admittedly unconventional.  As I knew aviation was a competitive field and I had no prior experience, I chose to just be my authentically silly self, submitting my application and a cover letter that opened with, “I want this job slightly less than I want to solve world hunger, and slightly more than I want to marry Matthew McConaughey”.  The recruiting manager called me the very next day, amused.  That moment signaled to me that JetBlue was a culture where authenticity was enjoyed and likely valued and I was excited to potentially become a part of it. 

Was aviation your first career choice? 

Darci Williams: It was not.  I had worked in several fields prior.  Aviation was just an interest.  But what started simply as ‘a job’ quickly became something much more meaningful.  JetBlue demonstrated a genuine commitment to its people, grounded in compassion, integrity and growth.  I discovered an environment that encouraged curiosity and ingenuity, and fostered continuous development if that was your desire. Aviation itself is dynamic and often unpredictable, and I found myself enjoying the complexities. I fell in love with the industry, and with JetBlue.  My career evolved more by inspiration than by design and I was luckily able to integrate some of my previous skills in marketing and communications to build something special here. 

What are the essential skills that a new airport worker should possess to succeed? 

Darci Williams: Having started my career in airport operations and now working in product development, I’ve seen firsthand that the most essential skills across all areas of aviation are rooted in adaptability and mindset. Airports are fast-paced environments shaped by many uncontrollable variables, so the ability to remain calm, focused, and solution-oriented under pressure is critical. Equally important is the ability to adapt quickly and problem solve in real time, as operational challenges require both resilience and sound judgment.

What ultimately elevates these skills is a genuine sense of care for your customers, your team, and the operation as a whole. That sense of ownership drives better decisions and stronger outcomes. While technical skills and systems knowledge can be taught, soft skills create lasting impact and open the door to long term growth and leadership opportunities. 

Did you have a mentor at the start of your career? Can you share your experience with them and how they influenced your career?  

Darci Williams: I have been fortunate to have several mentors at every stage of my career.  I proudly work for the first major commercial airline in the United States to have a female CEO, Joanna Geraghty.  Having had the opportunity to work with her across various initiatives, I’ve witnessed her resilience, authenticity, and unwavering commitment to JetBlue.  She has not only made history in aviation but continues to foster an environment where individuals feel empowered and inspired to grow.  

I’d also like to recognize my former Airport Operations Manager, Marilyn Motisi.  She has since retired but she was a veteran of the industry who led with compassion and by example. Her genuine care for crewmembers and her dedication to mentoring others played a foundational role in my early development.  She helped me see my potential and she gave me the confidence to pursue opportunities I may not have otherwise considered.  

How has networking and involvement in the airport community benefited your career? 

Darci Williams: The world of aviation is incredibly interconnected, and networking is truly an integral part of what you do.  I’ve experienced many situations where collaboration on a project reconnected me with someone I had met or worked with previously, sometimes at a different company or in a completely different role.  Having already established relationships creates trust and accelerates progress that can open doors to new opportunities.  But if mixers and standard networking events aren’t your area of comfort, it’s important to know that networking doesn’t have to follow a traditional format.  Some of the most meaningful connections I’ve built came through involvement in Crewmember Resource Groups, volunteering and serving on internal committees.  I spent several years on a board of representatives advocating for airport crewmembers, and that experience not only expanded my professional network but also deepened my understanding of leadership and organizational impact.  Networking can be more than luncheons and conventions. At its core it’s about building genuine relationships through shared purpose.  

Are you a member of any civic or business groups related to the local airport? 

Darci Williams: I am the Program Manager for JetPride, JetBlue’s largest and oldest Crewmember Resource Group that advocates for LGBTQ+ and am also a member of Women in Aviation International.

What is the most memorable moment in your aviation career or at the airports?  

Darci Williams: There’s no shortage of amusing, interesting or impactful stories when you work in airports. One of the most memorable for me was being a part of JetBlue’s immediate response team deployed to Puerto Rico following Hurricane Maria. We were among the first teams on the ground working to coordinate evacuation efforts and deliver essential supplies to impacted communities. The conditions were challenging as we operated with limited infrastructure and resources, but we worked tirelessly to accomplish our mission to ensure safety and help people get to where they needed to be. That experience reinforced the heart of aviation for me.  Beyond the operations and logistics, it’s fundamentally about people. We were connecting them to safety and to hope. It was profoundly moving.   

Are there any airport redevelopment projects that you are particularly excited to see completed? 

Darci Williams: I’m incredibly excited about the JetBlue Terminal 5 Redevelopment Project at JFK. This has been a transformative initiative several years in the making, and having the opportunity to oversee this project with our partners, Fraport USA, has been very meaningful, as it represents a complete reimagining of the customer and crewmember experience within our flagship.  Our redevelopment reflects the spirit and energy of New York City using thoughtfully designed park spaces that allow customers to relax and recharge.  It also ushers in an entirely new concessions program that highlights iconic New York restaurants, retail, and businesses rooted in our community.  Being a part of making this vision come to life has been one of the greatest aspects of my career in product development thus far!   

What distinguishes the New York metropolitan area from other aviation and airport markets?  

Darci Williams: The New York metropolitan area operates within the most congested and complex airspace in the United States making it one of the most challenging aviation environments to navigate.  At the same time, it’s one of the most rewarding markets to work in. We set global standards for aviation, not only due to scale but also because of its diversity, energy, and the demand for innovation.  The saying, “If you can make it in New York, you can make it anywhere,” resonates pretty strongly in aviation.  The experience of working in this environment builds a level of operational expertise and leadership that can prepare you for success no matter where you go. 

What is the biggest obstacle to finding an airport job in our area? 

Darci Williams: I believe one of the biggest obstacles is the level of competition, especially in a market like New York where aviation opportunities are highly sought after.  Preparation is key.  Research the company and the role you’re interested in, understand the values, priorities and challenges that will allow you to demonstrate how you can contribute meaningfully.  I certainly started off my aviation journey with a silly quip, but once I knew I had an opportunity, I spent a substantial amount of time doing my homework on JetBlue to ensure that I could stand out as a potential strong contributor.  Be prepared, be knowledgeable, and also remember to be yourself.  Your uniqueness and individuality can be a highlight to what you offer.  Or at the very least, it can amuse a recruiter enough to give you a chance!    

How are the insights of women in leadership roles important in fostering innovation and the commitment to sustainability and inclusivity?  

Darci Williams: Diverse leadership fosters innovation by bringing multiple perspectives into decision making, which is absolutely essential in an industry that serves such a broad customer and crewmember base. Diverse viewpoints help create more inclusive, accessible, and sustainable solutions.

Visible women leaders and their insights specifically inspire the next generation of women in leadership and help create environments where people feel represented and empowered, especially in historically underrepresented fields like aviation. Inclusive leadership ultimately strengthens culture and positions the industry for long-term success.