**Senior Manager Customer Care (Remote) – Lead Customer Experience and Operations**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join arenaflex as a Senior Manager Customer Care, where you'll play a critical role in shaping the future of customer care and operations. At arenaflex, we're not just an airline – we're a community of innovators, problem-solvers, and customer advocates who are redefining the travel experience. With over 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services, including scheduled flights, charter operations, and cargo services worldwide. Our team is dedicated to connecting our community with their favorite people and places, and we're looking for talented individuals like you to help us achieve our vision. **About the Role** As a Senior Manager Customer Care, you'll be responsible for leading our customer care team, central reservations control team, and social media team. You'll work closely with cross-functional leaders to develop and implement strategies that drive positive customer experiences, regulatory compliance, and operational efficiency. Your expertise will be invaluable in navigating the complexities of mid-travel recovery, post-travel recovery, and social media customer service. **Key Responsibilities** * Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team * Manage people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences * Serve as a subject matter expert to the organization on regulatory requirements and changes (e.g., Part 382, service animal, accessibility, complaint resolution) * Maintain an environment that values employees and provides opportunities for individual growth and advancement * Use customer feedback to provide a strong feedback loop of actionable information to stakeholders across the organization * Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations * Represent the customer and team for ongoing review of irregular operations management and service recovery * Identify customer and competitor trends and partner with cross-functional leaders to improve processes in support of a positive customer experience * Monitor 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. **Why Join arenaflex?** * 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, & 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 * Collaborative and dynamic work environment * Opportunities for professional growth and development * Recognition and rewards for outstanding performance **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, equity, and inclusion. **How to Apply** If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **Note:** arenaflex is committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please let us know in advance so we can make necessary arrangements. Apply for this job