Experienced Senior Manager Customer Care – Strategic Leadership in Mid-Travel Recovery, Post-Travel Recovery, and Social Media Customer Service for a Dynamic Airline

Introduction to arenaflex

arenaflex is not your average airline; we're a unique hybrid low-cost carrier with a rich history of over 40 years, deeply rooted in Minnesota. We pride ourselves on being agile, resilient, and full of uncommon opportunities for growth and development. As part of our ambitious team, you'll have the chance to collectively support each other, our travelers, and our community, making travel more attainable for everyone. Our diverse services include scheduled flights to numerous destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations worldwide.

Job Overview

We're seeking an experienced Senior Manager Customer Care to join our team, providing 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 support 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 and positive customer experiences, serving as a subject matter expert on regulatory requirements and changes.
• Maintain an environment that values employees and provides opportunities for individual growth and advancement, using customer feedback to inform stakeholders across the organization.
• Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations, representing the customer and team in ongoing reviews of irregular operations management and service recovery.
• Identify customer and competitor trends, partnering with cross-functional leaders to improve processes in support of a positive customer experience, and monitor changes to DOT policies and procedures.

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, creating reports as needed.
• Strong written and verbal communication skills, with the ability to work from home in a private office/distraction-free environment and a hard-wired connection to your modem of at least 10 MBPS.

Preferred Skills

While not required, the following skills are preferred:

• Experience managing people leaders and working with irregular operations.
• Currently holding or being able to obtain Complaint Resolution Official (CRO) status.
• Familiarity with customer communication platforms such as Salesforce, 15 Below, Sprout Social, or similar tools.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to providing our employees with the resources and support they need to succeed. As a Senior Manager Customer Care, you'll have access to a comprehensive benefit package, including dental and vision coverage, PPO and high deductible health plans, health savings accounts, and more. You'll also enjoy starting day one free standby and discounted travel privileges for employees, family, and friends, as well as a 401(k) match, paid time off, and paid holidays.

Work Environment and Company Culture

arenaflex values every employee's contribution to our business, believing that our strength comes from our people and their diverse perspectives. We're an equal opportunity employer, providing a welcoming and inclusive work environment that respects and values each individual's unique experiences and backgrounds.

Compensation, Perks, and Benefits

In addition to a competitive salary, you'll enjoy a range of perks and benefits, including:

• Comprehensive benefit package, including dental and vision coverage.
• PPO and high deductible health plans, health savings accounts, and dependent care.
• Starting day one free standby and discounted travel privileges for employees, family, and friends.
• 401(k) match, paid time off, and paid holidays.
• Life and AD&D insurance, employee assistance program, fitness incentive, and stop smoking support.

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 team, you'll have the opportunity to make a real difference in the lives of our customers and contribute to the growth and success of our airline. Join us in our mission to make travel more attainable and apply today!