Senior Manager Customer Care (Remote) – Agile Airline Operations

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join our team at arenaflex as a Senior Manager Customer Care. As a key member of our leadership team, you will play a critical role in shaping the customer care strategy and ensuring that our customers receive the highest level of service, even in the most challenging situations.

About arenaflex

arenaflex is not your average airline. We're a unique hybrid low-cost carrier with a rich history of innovation and a commitment to making travel more attainable for everyone. With over 40 years of Minnesota roots, we offer scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. Our team is passionate about connecting our community with their favorite people and places, and we're always looking for talented individuals to join our journey.

Job Summary

As a Senior Manager Customer Care, you will be responsible for leading our customer care team, central reservations control team, and social media team to deliver exceptional customer experiences. You will work closely with cross-functional leaders to identify customer and competitor trends, develop strategies to improve processes, and ensure regulatory compliance. Your expertise in customer service management, operational leadership, and regulatory requirements will be invaluable in driving our customer care strategy forward.

Key Responsibilities

* Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team to ensure efficient service and high customer satisfaction

• Manage people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences
• Serve as a subject matter expert to the organization on regulatory requirements and changes (e.g. Part 382, service animal, accessibility, complaint resolution)
• Maintain an environment that values employees and provides opportunities for individual growth and advancement
• Use customer feedback to provide a strong feedback loop of actionable information to stakeholders across the organization
• Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations
• Represent the customer and team for ongoing review of irregular operations management and service recovery
• Identify customer and competitor trends and partner with cross-functional leaders to improve processes in support of a positive customer experience
• Monitor changes to DOT policies and procedures as well as other international governing agencies
• Other duties as assigned

Qualifications

* Bachelor's degree or 4 years of relevant work experience

• 3+ years of operational leadership in a role that involves customer-facing/customer service management
• Experience working in a highly regulated environment, preferably with a focus on airline complaint processes and DOT regulatory requirements
• Proficient in Microsoft Office Suite applications
• Ability to analyze and interpret data, create reports
• Strong written and verbal communication skills
• Ability to work from home in a private office/distraction-free environment
• Hard-wired connection to your modem of at least 10 MBPS
• Periodic commute to arenaflex headquarters may be required

Preferred Skills

* Experience managing people leaders

• Experience with irregular operations
• Currently holds or can obtain Complaint Resolution Official (CRO) status
• Familiarity with Salesforce, 15 Below, Sprout Social, and/or similar customer communication platforms

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Benefits and Perks

As a Senior Manager Customer Care at arenaflex, you will enjoy a comprehensive benefit package, including:

• Comprehensive benefit package including dental and vision
• PPO and high deductible health plans
• Health savings accounts (HSA and FSA)
• Dependent Care
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

Work Environment and Culture

arenaflex is committed to creating a work environment that values diversity, equity, and inclusion. We believe that an important part of our strength comes from our people and their array of perspectives. Our team is passionate about delivering exceptional customer experiences, and we're always looking for talented individuals to join our journey.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing equal employment opportunities to all qualified individuals, regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for the Senior Manager Customer Care role at arenaflex. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or references. We look forward to hearing from you! Apply for this job