Senior Manager Customer Care (Remote) – Agile Airline Operations

Are you a customer-centric leader with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex, a unique hybrid low-cost carrier that's revolutionizing the way people travel. As a Senior Manager Customer Care, you'll play a critical role in shaping the future of customer service at arenaflex, leveraging your expertise to drive efficiency, innovation, and customer satisfaction.

About arenaflex

arenaflex is not your average airline. With over 40 years of Minnesota roots, we're a growing airline that's agile, resilient, and full of uncommon opportunity. We're committed to connecting our community with their favorite people and places, while providing a safe, reliable, and enjoyable travel experience. Our team is passionate about making travel more attainable, and we're seeking like-minded professionals to join our mission.

Job Summary

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 develop and implement strategies to drive customer satisfaction, efficiency, and regulatory compliance. Your expertise will be crucial in shaping our customer experience, ensuring that we meet the evolving needs of our travelers.

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
• Using customer feedback that is collected, 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 & 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.

Benefits and Perks

As a Senior Manager Customer Care at arenaflex, you'll enjoy a comprehensive benefits 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, & 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

arenaflex is committed to helping our employees grow and develop their careers. As a Senior Manager Customer Care, you'll have opportunities to:

• Develop and implement strategies to drive customer satisfaction and efficiency
• Collaborate with cross-functional teams to improve processes and drive innovation
• Participate in training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as the company grows and evolves

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that's passionate about making travel more attainable. Our team is committed to delivering exceptional customer experiences, and we're seeking like-minded professionals to join our mission. As a Senior Manager Customer Care, you'll be part of a collaborative and supportive team that values diversity, equity, and inclusion.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive work environment that values and respects the contributions of all employees.

How to Apply

If you're a customer-centric leader with a passion for delivering exceptional experiences, we invite you to apply for the Senior Manager Customer Care role at arenaflex. 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