Senior Manager, Customer Care – Remote Leadership of Mid‑Travel Recovery, Post‑Travel Recovery, and Social Media Service Excellence at arenaflex

About arenaflex – Pioneering the Future of Air Travel

arenaflex is not just another airline; we are a dynamic, resilient, and forward‑thinking carrier that has been rooted in the heart of the Midwest for over four decades. From our humble beginnings in Minnesota, we have grown into a hybrid low‑cost carrier that connects travelers to destinations across the United States, Canada, Central America, and the Caribbean, while also offering charter and cargo services worldwide. Our mission is simple yet powerful: to make travel more attainable, enjoyable, and safe for every passenger.

Our culture is built on ambition, collaboration, and a deep commitment to community. At arenaflex, employees are empowered to innovate, take ownership, and grow alongside a company that values every voice. Whether you are soaring in the skies or supporting operations from a remote home office, you will be part of a team that puts people first—our customers, our colleagues, and the communities we serve.

Position Overview – Senior Manager, Customer Care (Remote)

arenaflex is seeking a seasoned Senior Manager, Customer Care to shape and execute the strategy for mid‑travel recovery, post‑travel recovery, and social‑media‑driven customer service. This senior‑level role will lead a network of people leaders who oversee teams handling irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communications. The ideal candidate will blend operational expertise with a passion for delivering exceptional customer experiences, all while fostering a high‑performing, inclusive team environment.

Key Responsibilities

• Strategic Leadership: Define and drive the vision, strategy, and day‑to‑day execution for mid‑travel and post‑travel recovery initiatives, ensuring alignment with arenaflex’s broader customer experience goals.
• Team Oversight: Directly supervise the Customer Care team, Central Reservations Control (CRC) team, and Social Media team, providing coaching, performance feedback, and career development opportunities.
• Regulatory Expertise: Serve as the organization’s subject‑matter expert on aviation regulations (e.g., Part 382, service animal policies, accessibility standards) and stay ahead of evolving DOT and international agency requirements.
• Process & Technology Management: Optimize people, processes, and technology to enhance compliance, operational efficiency, and overall customer satisfaction.
• Feedback Loop Creation: Translate customer feedback into actionable insights, delivering clear, data‑driven recommendations to cross‑functional stakeholders.
• 24/7 Coverage Assurance: Ensure continuous coverage for CRC operations, supporting stations and irregular operations around the clock.
• Customer Advocacy: Represent the customer perspective in internal reviews of irregular operations and service recovery, championing solutions that balance operational constraints with passenger needs.
• Trend Analysis: Identify emerging customer and competitor trends, partnering with product, operations, and marketing leaders to refine processes and elevate the overall travel experience.
• Policy Monitoring: Keep abreast of changes to DOT policies, international aviation regulations, and industry best practices, proactively updating internal procedures.
• Cross‑Functional Collaboration: Work closely with legal, compliance, operations, marketing, and technology teams to ensure seamless execution of recovery initiatives.
• Other Duties: Perform additional tasks as assigned, contributing to the broader success of arenaflex’s customer care function.

Essential Qualifications

• Bachelor’s degree in Business, Aviation Management, Communications, or a related field, or a minimum of four years of equivalent professional experience.
• At least three years of operational leadership experience in a customer‑facing environment, preferably within a highly regulated industry such as aviation.
• Demonstrated expertise in navigating complex regulatory frameworks, with a focus on airline complaint processes and DOT compliance.
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and the ability to analyze data, generate reports, and present findings to senior leadership.
• Exceptional written and verbal communication skills, capable of influencing stakeholders at all organizational levels.
• Proven ability to manage remote teams, fostering collaboration and high performance from a home‑based office.
• Reliable high‑speed internet connection (minimum 10 Mbps) and a dedicated, distraction‑free workspace.
• Willingness to travel periodically to arenaflex’s headquarters for in‑person meetings, training sessions, and strategic planning.

Preferred Skills & Experience

• Experience managing people leaders (i.e., a “manager of managers” role) with a track record of developing high‑performing teams.
• Background in irregular operations management, including handling schedule disruptions, weather‑related events, and unscheduled maintenance.
• Current or attainable Complaint Resolution Official (CRO) certification.
• Familiarity with customer communication platforms such as Salesforce, 15Below, Sprout Social, or comparable tools.
• Knowledge of airline revenue management, loyalty programs, and ancillary service offerings.
• Experience implementing AI‑driven chatbots or automation solutions for customer service.

Core Skills & Competencies

• Leadership & People Development: Ability to inspire, mentor, and grow diverse talent while maintaining a culture of accountability and inclusion.
• Analytical Thinking: Strong data‑driven mindset; comfortable interpreting complex datasets to drive operational improvements.
• Customer‑Centric Mindset: Deep empathy for travelers, with a relentless focus on delivering seamless, positive experiences.
• Regulatory Acumen: Thorough understanding of aviation regulations and the ability to translate them into practical operational guidelines.
• Change Management: Skilled at leading teams through transformation initiatives, process redesigns, and technology rollouts.
• Collaboration: Proven ability to work cross‑functionally, breaking down silos to achieve shared objectives.
• Communication: Clear, concise, and persuasive communicator, both in writing and verbally, capable of influencing senior leadership.

Why arenaflex? – Benefits, Culture, and Growth Opportunities

At arenaflex, we recognize that our people are our greatest asset. We invest heavily in their well‑being, professional development, and long‑term success. Below are just a few of the benefits and opportunities you can expect as a Senior Manager, Customer Care:

Comprehensive Benefits Package

• Medical, dental, and vision coverage with both PPO and high‑deductible health plan options.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to help you manage out‑of‑pocket expenses.
• Dependent care assistance for families with children.
• Generous 401(k) matching program to support your retirement goals.
• Paid Time Off (PTO) and paid holidays to ensure work‑life balance.
• Life and Accidental Death & Dismemberment (AD&D) insurance for added peace of mind.
• Employee Assistance Program (EAP) offering counseling services for you and your family.
• Fitness incentives, wellness challenges, and a Stop‑Smoking Support program.
• Travel privileges: free standby travel from day one for you, your family, and friends, plus discounted airfare.

Career Development & Learning

arenaflex is committed to your continuous growth. As a senior leader, you will have access to:

• Executive mentorship programs that pair you with seasoned industry veterans.
• Leadership development workshops focused on strategic thinking, change management, and advanced analytics.
• Tuition reimbursement for relevant certifications (e.g., CRO, Project Management Professional).
• Opportunities to lead cross‑functional initiatives that shape the future of airline customer experience.
• Regular exposure to emerging technologies such as AI‑driven chatbots, predictive analytics, and omnichannel communication platforms.

Work Environment & Culture

Our remote‑first philosophy empowers you to work from anywhere, while still feeling connected to a vibrant, collaborative community. arenaflex fosters an inclusive environment where diverse perspectives are celebrated, and every employee is encouraged to bring their authentic self to work. Key cultural pillars include:

• Innovation: We challenge the status quo and encourage creative problem‑solving.
• Safety: Safety is embedded in everything we do, from flight operations to customer interactions.
• Community: We give back through volunteer programs, charitable partnerships, and local outreach.
• Respect: Every voice matters; we listen, learn, and act on feedback.
• Agility: In a fast‑changing industry, we adapt quickly and decisively.

Compensation

arenaflex offers a competitive salary commensurate with experience, performance‑based bonuses, and a comprehensive benefits suite. While exact figures are confidential, we assure that total compensation reflects the seniority and impact of the role, with regular market reviews to keep our packages attractive.

How to Apply

If you are a strategic leader with a passion for delivering world‑class customer care, we want to hear from you. Join arenaflex and help shape the future of travel for millions of passengers worldwide.

Apply Now – Become a Part of arenaflex’s Visionary Team!

Equal Opportunity Statement

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of age, color, national origin, citizenship status, disability, race, religion, gender, sexual orientation, gender identity, veteran status, or any other characteristic protected by law.