Experienced Manager of Customer Experience and Irregular Operations Programs – Enhancing Travel Disruptions with Innovative Solutions

At arenaflex, we're on a mission to revolutionize the way we connect people and unite the world. As a global company operating in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live, and fly. We're committed to fostering a truly diverse and inclusive workforce, and we're looking for talented individuals like you to join our team.

About arenaflex

arenaflex is a leading organization that values diverse experiences and perspectives, encouraging an inclusive environment where everyone has the opportunity to contribute and grow. Our company culture promotes collaboration across different levels and departments, fostering a culture of teamwork and innovation. We're dedicated to delivering exceptional customer service while embodying a strong commitment to diversity and inclusion.

Job Summary

We're seeking an experienced Manager of Customer Experience and Irregular Operations Programs to lead enterprise programs that enable arenaflex to improve the employee and customer experience when delays and cancellations occur. This role will partner with operating groups across the customer strategy and innovation, airport operations, and technology organizations to problem-solve customer and employee pain points with irregular operations.

Key Responsibilities

As a Manager of Customer Experience and Irregular Operations Programs, you will be responsible for:

• Leading and managing complex cross-functional projects from ideation to implementation
• Collaborating across departments to rebuild and maintain the IRROPS playbook and standard operating procedures
• Developing and implementing organizational change strategies to support project success
• Creating executive-level presentations and delivering updates to leadership
• Utilizing operational data and digital insights to identify gaps and monitor key performance metrics

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in a relevant field
• 4+ years of direct and indirect leadership experience in large-scale, cross-functional workstreams
• Excellent analytical capabilities and solutions-oriented thinking
• Proficient in Microsoft Office, especially PowerPoint and Excel
• Ability to motivate and provide leadership
• Experience in working with cross-functional groups at various organizational levels
• Ability to travel up to 30% throughout the year

Preferred Qualifications

While not required, preferred qualifications include:

• Field implementation experience
• Project management skills

Skills and Competencies

To succeed in this role, you will need to possess:

• Strong leadership and management skills
• Excellent communication and interpersonal skills
• Ability to analyze complex data and develop solutions
• Proficiency in Microsoft Office, especially PowerPoint and Excel
• Experience working with cross-functional groups at various organizational levels
• Ability to travel up to 30% throughout the year

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Manager of Customer Experience and Irregular Operations Programs, you will have opportunities to:

• Develop leadership and project management skills
• Collaborate with cross-functional teams to drive innovation and improvement
• Utilize operational data and digital insights to identify gaps and monitor key performance metrics
• Create executive-level presentations and deliver updates to leadership

Work Environment and Company Culture

arenaflex values diverse experiences and perspectives, encouraging an inclusive environment where everyone has the opportunity to contribute and grow. Our company culture promotes collaboration across different levels and departments, fostering a culture of teamwork and innovation. We're dedicated to delivering exceptional customer service while embodying a strong commitment to diversity and inclusion.

Compensation, Perks, and Benefits

We offer a competitive salary based on experience, comprehensive health insurance plans, retirement savings plan with company matching, and generous vacation and paid time off policy. You'll also have access to:

• Employee-run "Business Resource Group" communities
• Parental leave
• Space available travel privileges

Why Join arenaflex?

Joining arenaflex means becoming part of a team dedicated to delivering exceptional customer service while embodying a strong commitment to diversity and inclusion. This is an opportunity to play a key role in enhancing customer and employee experiences during travel disruptions, making a tangible impact in the airline industry.

Why Work in Chicago, IL?

Chicago offers a vibrant culture, diverse community, and numerous professional opportunities. The city is a hub for business and innovation, providing a dynamic environment for career growth. With a rich history, exciting entertainment options, and a thriving culinary scene, Chicago is an excellent place to live and work.

How to Apply

If you're a motivated and experienced professional looking to make a difference in the airline industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job