Senior Manager Customer Care (Remote) - Transforming Travel Experiences at arenaflex

At arenaflex, we're not just an airline - we're a community of innovators, thinkers, and problem-solvers who are passionate about making travel more accessible and enjoyable for everyone. With over 40 years of Minnesota roots, we've grown into a unique hybrid low-cost carrier, offering a diverse range of services that connect our community with their favorite people and places. As a Senior Manager Customer Care at arenaflex, you'll be part of an ambitious team that's dedicated to delivering exceptional customer experiences. You'll have the opportunity to work with a talented group of professionals who share your passion for customer service and are committed to making a positive impact.

About arenaflex

arenaflex is a growing airline that's committed to innovation, resilience, and community. We're not your average airline - we're a team of agile thinkers who are always looking for ways to improve and adapt to the ever-changing needs of our customers. With a strong focus on customer satisfaction, we're constantly seeking new ways to deliver exceptional experiences that exceed our customers' expectations.

Job Summary

We're seeking a 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 key member of our customer care team, you'll be responsible for overseeing the performance of our Customer Care team, Central Reservations Control (CRC) team, and Social Media team. You'll work closely with our people leaders to manage processes, technology, and regulatory compliance to ensure efficient service and high customer satisfaction.

Key Responsibilities

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

• Overseeing the performance of the Customer Care team, 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 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 changes to DOT policies and procedures as well as other international governing agencies
• Other duties as assigned

Qualifications

To be successful in this role, you'll need:

• A 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'll 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

Career Growth Opportunities

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager Customer Care, you'll have the opportunity to work with a talented team of professionals who are passionate about customer service and are committed to making a positive impact. We offer a range of training and development programs to help you achieve your career goals and advance your skills.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that's committed to innovation, resilience, and community. We're a team of agile thinkers who are always looking for ways to improve and adapt to the ever-changing needs of our customers. Our company culture is built on a foundation of respect, empathy, and open communication. We're committed to creating a work environment that's inclusive, supportive, and empowering.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all employees, regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.

How to Apply

If you're a motivated and customer-focused professional who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job