Experienced Full Stack Customer Service Manager – Airline Industry Operations

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? Look no further than arenaflex, where we're seeking an experienced Full Stack Customer Service Manager to join our team. As a key member of our Customer Experience Division, you'll be responsible for driving operational excellence while maintaining a safety-conscious culture that elevates end-to-end exceptional customer service, resulting in employee and customer well-being and prosperity. If you're a strategic thinker with a talent for mentoring and developing high-performing teams, we want to hear from you.

About arenaflex

arenaflex is a leading player in the airline industry, dedicated to providing unparalleled customer experiences that exceed expectations. Our commitment to innovation, safety, and employee satisfaction has earned us a reputation as a trusted partner in the industry. As a Full Stack Customer Service Manager at arenaflex, you'll be part of a dynamic team that's passionate about delivering exceptional results and making a real difference in the lives of our customers.

Job Summary

We're seeking an experienced Full Stack Customer Service Manager to lead our customer service teams in delivering exceptional experiences that meet and exceed customer expectations. As a key member of our leadership team, you'll be responsible for driving operational excellence, maintaining a safety-conscious culture, and mentoring and developing high-performing teams. If you're a strategic thinker with a talent for leadership and a passion for customer service, we want to hear from you.

Key Responsibilities

* Drive operational excellence while maintaining a safety-conscious culture that elevates end-to-end exceptional customer service, resulting in employee and customer well-being and prosperity

• Be a safety advocate: Identify and address safety concerns on a case-by-case basis
• Establish team and individual objectives aligned with departmental and organizational targets; Mentor and tutor frontline colleagues in skill development, customer service excellence, and company culture behaviors
• Establish and promote effective relationships with colleagues that foster empathy, legitimacy, trustworthiness, respect, and poise
• Successfully allocate resources and provide suitable support to enable teams to meet operational objectives in a safe manner
• Ensure the continuous safety and reliability of our operations by conducting self-reviews, observations, root cause analyses, and other related safety commitments
• Advance effective communication among departments to engage our team to collaborate to achieve shared objectives
• Experience with Joint Collective Bargaining Agreement (JCBA) and ensure colleagues adhere to corporate strategy/method
• Embody the core values: (Enthusiasm, responsibility, productivity, reliability, dependability, good faith, genuineness, energy, and devotion)
• Ability to tackle complex shortages with minimal oversight
• Strong communicator with all levels of the operation
• Ability to manage multiple software programs simultaneously to rapidly investigate the operation and determine the best course of action throughout the day
• Coordinate tasks for frontline colleagues to work trips at doors efficiently
• Utilize GS Realtime and other software (e.g., Prime, GETNG, Saber) to identify and grant overtime, provide staffing data sources, and visit reports
• Be proactive and effective in using time productively
• Ability to work additional hours when operational requirements demand
• Ability to work rotating shifts, including weekends, holidays, and days off
• Preferred Capabilities

+ Training and Early Professional training + Past airport customer service experience + 3 years of experience leading others + Knowledge of organizational policies and procedures and useful automation applications

Essential Qualifications

* Ability to extract the best performance from the workforce through proactive employee engagement and support for a comprehensive work environment

• Ability to effectively listen - focusing on what others are saying, carving out time to understand the points being made, asking questions as necessary
• Decisive ability to reason - using logic and thinking to identify the pros and cons of alternative solutions, conclusions, or approaches to problems
• Ability to monitor and evaluate the performance of self, colleagues, and the operation to make improvements or take corrective action
• Strong critical thinking skills
• Ability to work independently as well as collaboratively
• Ability to work under demanding operational circumstances
• Ability to focus on and execute with a need to get moving and accuracy
• Ability to use sound business judgment to resolve issues with internal and external clients
• Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
• Has USPS freedom or the ability to acquire USPS freedom. USPS has a five-year US residency requirement.

What You'll Get

* Take advantage of all that arenaflex has to offer: + Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the beginning, we also offer virtual doctor visits, flexible spending accounts, and more. + Health Programs: We want you to be your best self - that's why our health programs provide you with the right tools, resources, and support you need. + 401(k) Program: Available upon hire, and, depending on the workgroup, business contributions to your 401(k) program are available after one year. + Extra Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Join the arenaflex Team

From the colleagues we recruit to the customers we serve, diversity and inclusion are the foundation of the unique workforce at arenaflex. Our 20+ Employee Business Resource Groups are centered on connecting our colleagues to our customers, suppliers, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world. Are you ready to feel a deep sense of satisfaction and fulfillment as you do your part to keep the largest carrier in the world running smoothly as we care for people on life's journey? Join the arenaflex team and apply now! Apply To This Job Apply for this job