Experienced Customer Relations Business Lead – Americas

Join arenaflex, a world-leading global premium airline serving almost 40 million customers a year, travelling to over 180 destinations in more than 70 different countries worldwide. As a Customer Relations Business Lead – Americas, you will be based in New York and lead the North American team in their response to Customer Relations complaints from North American regulatory bodies. You will also be accountable for supporting the local legal team in defending claims brought against the airline.

About arenaflex

arenaflex is a global airline that prides itself on providing exceptional customer service and experiences. With a strong commitment to innovation, customer satisfaction, and employee development, arenaflex is a leader in the airline industry. As a Customer Relations Business Lead – Americas, you will be part of a dynamic team that is dedicated to delivering outstanding results and exceeding customer expectations.

Key Responsibilities

As a Customer Relations Business Lead – Americas, you will be responsible for:

• Leading the North American team in their response to Customer Relations complaints from North American regulatory bodies
• Supporting the local legal team in defending claims brought against the airline
• Facilitating a culture of open and honest communication, ensuring key messages are cascaded
• Being the point of contact for all queries from the US DoT, CTA, and consumer agencies related to customer complaints and claims
• Acting as a local legal advisor, working with internal and external counsel, providing all data and if required, support in court
• Maintaining all local legal and regulatory documentation as required
• Managing relationship with local baggage support related to repair and replacement
• Managing all local people management and payroll responsibilities
• Delivering cost-effective resolution of complex high-value customer relations matters
• Being accountable for local reports relevant to customer complaints and claims as required
• Being the point of first contact for US/Canadian regulators on accessibility/discrimination complaints
• Being the default senior Complaint Resolution Officer for US DoT discrimination matters
• Leading the North American disability coordination on behalf of Customer Relations

What You Will Need

To be successful in this role, you will need:

• Experience in managing, leading, coaching, and motivating staff within a customer-driven environment
• Strong commercial decision-making skills
• Ability to reprioritize work and meet deadlines
• Knowledge of how to prioritize when faced with multiple issues and can flex your team on the day
• A born problem-solver
• Operational experience, people management, and excellent coaching skills
• Understanding of broader airline legal framework, specifically relating to customer complaints and claims
• IT competence within Salesforce, Office 365, and airline environment

What We Offer

arenaflex offers a competitive salary range of $96,584-$118,047 USD, as well as a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• A dynamic and supportive work environment

Work Environment and Company Culture

arenaflex is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe in fostering a culture of open communication, collaboration, and innovation, where employees can grow and develop their skills and careers.

How to Apply

If you are a motivated and experienced professional looking for a challenging and rewarding role, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor. Apply for this job