Experienced Senior Manager Customer Care – Strategic Leadership and Customer Service Expertise for a Dynamic Airline Environment

Introduction to arenaflex arenaflex is not your average airline; we're a vibrant, agile, and resilient organization full of uncommon opportunities for growth and development. As part of our ambitious team, you'll have the chance to make a real impact, safely and collectively supporting each other, our travelers, and our community. Together, we're making travel more attainable and connecting people with their favorite destinations. With over 40 years of roots in Minnesota, we've established ourselves as a unique hybrid low-cost carrier, offering a diverse range of services including scheduled flights, charter operations, and cargo services across the globe. Job Overview We're seeking an experienced Senior Manager Customer Care to provide strategic leadership and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a Senior Manager Customer Care at arenaflex, you'll be responsible for leading people leaders who oversee teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. Your vision, strategy, and expertise will be crucial in helping your team members deliver efficient service and maintain high customer satisfaction. Key Responsibilities Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team to ensure seamless customer service and regulatory compliance Manage people, processes, and technology to support efficiency, positive customer experiences, and adherence to regulatory requirements Serve as a subject matter expert on regulatory requirements and changes, providing guidance and support to the organization Maintain an environment that values employees and provides opportunities for individual growth and advancement Utilize customer feedback to provide actionable information to stakeholders across the organization, driving continuous improvement and enhancing the customer experience Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations, guaranteeing prompt and effective response to customer needs Represent the customer and team in ongoing reviews of irregular operations management and service recovery, identifying areas for improvement and implementing strategies to enhance the customer experience Stay up-to-date with customer and competitor trends, partnering with cross-functional leaders to improve processes and drive a positive customer experience Monitor changes to DOT policies and procedures, as well as other international governing agencies, to ensure compliance and adherence to regulatory requirements Essential Qualifications To be successful in this role, you'll need: A Bachelor's degree or 4 years of relevant work experience in a customer-facing or customer service management role 3+ years of operational leadership experience, preferably in a highly regulated environment with a focus on airline complaint processes and DOT regulatory requirements Proficiency in Microsoft Office Suite applications and the ability to analyze and interpret data, create reports, and drive insights Strong written and verbal communication skills, with the ability to effectively communicate with stakeholders at all levels Ability to work from home in a private office/distraction-free environment with a hard-wired connection to your modem of at least 10 MBPS Periodic commute to arenaflex headquarters may be required Preferred Skills While not essential, the following skills and experience are highly desirable: Experience managing people leaders and teams, with a proven track record of driving performance and growth Experience with irregular operations, complaint resolution, and regulatory compliance in an airline or similar environment Currently holding or able to obtain Complaint Resolution Official (CRO) status, demonstrating expertise in complaint resolution and regulatory requirements Familiarity with customer communication platforms such as Salesforce, 15 Below, Sprout Social, and/or similar tools Career Growth and Development At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Senior Manager Customer Care, you'll have access to a range of training and development opportunities, including: Comprehensive training programs to enhance your skills and knowledge in customer service, leadership, and regulatory compliance Coaching and mentoring from experienced leaders and subject matter experts Opportunities for career advancement and progression within the organization A culture that values innovation, creativity, and continuous improvement, encouraging you to think outside the box and drive positive change Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and supportive work environment. As a Senior Manager Customer Care, you'll be part of a team that values: Collaboration and teamwork, working together to achieve common goals and drive success Open communication and transparency, encouraging feedback and ideas from all employees Employee growth and development, providing opportunities for training, coaching, and career advancement Diversity, equity, and inclusion, fostering a culture that values and respects individual differences and perspectives Compensation and Benefits As a Senior Manager Customer Care at arenaflex, you'll enjoy a comprehensive range of benefits, including: Competitive salary and bonus structure, recognizing and rewarding your performance and contributions Comprehensive benefit package, including dental and vision, PPO and high deductible health plans, health savings accounts (HSA and FSA), and dependent care 401(k) match and paid time off, supporting your financial well-being and work-life balance Paid holidays and life and AD&D insurance, providing peace of mind and financial security Employee assistance program, including counseling for employees and their families, and fitness incentives and stop smoking support Starting day one, free standby and discounted travel privileges for employees, family, and friends, allowing you to explore new destinations and experience the world Conclusion If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Manager Customer Care role at arenaflex. With our dynamic and supportive work environment, comprehensive benefits package, and opportunities for career growth and development, you'll be well-positioned to succeed and thrive in this exciting and rewarding role. Join our team and be part of a unique and innovative airline that's making travel more attainable and connecting people with their favorite destinations. Apply for this job