Senior Manager Customer Care (Remote) – Strategic Leadership for Exceptional Travel Experiences

Job Summary:

Join arenaflex, a dynamic and innovative airline, as a Senior Manager Customer Care, where you will play a pivotal role in shaping the customer experience through strategic leadership, operational excellence, and a passion for delivering exceptional travel experiences. As a key member of our team, you will oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team, ensuring seamless execution of mid-travel recovery, post-travel recovery, and social media customer service.

About arenaflex:

arenaflex is not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable. With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services, including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world.

Responsibilities:

As a Senior Manager Customer Care, you will be responsible for:

• Overseeing the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team
• Managing people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences
• Serving as a subject matter expert to the organization on regulatory requirements and changes (e.g. Part 382, service animal, accessibility, complaint resolution)
• Maintaining an environment that values employees and provides opportunities for individual growth and advancement
• Using customer feedback to provide a strong feedback loop of actionable information to stakeholders across the organization
• Ensuring 24/7 coverage for Central Reservations Control to support stations and irregular operations
• Representing the customer and team for ongoing review of irregular operations management and service recovery
• Identifying customer and competitor trends and partnering with cross-functional leaders to improve processes in support of a positive customer experience
• Monitoring any 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, and 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 an equal opportunity employer and values diversity and inclusion in the workplace. We believe that an important part of our strength comes from our people and their array of perspectives. Our company culture is built on a foundation of respect, empathy, and open communication. We strive to create a work environment that is inclusive, supportive, and empowering.

How to Apply:

If you are a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees. Apply for this job