Experienced Customer Relations Business Lead – Americas

At arenaflex, we're on a mission to revolutionize the way we connect with our customers and deliver exceptional experiences that exceed their expectations. As a leading global premium airline, we're committed to serving almost 40 million customers a year, traveling to over 180 destinations in more than 70 different countries worldwide. We're now seeking an experienced Customer Relations Business Lead to join our team in New York, and we're excited to offer a unique opportunity for a talented individual to make a real impact.

About the Role

As a Customer Relations Business Lead, you'll be responsible for leading our North American team in responding to customer complaints from regulatory bodies, including the US DoT, CTA, and consumer agencies. You'll also work closely with our local legal team to defend claims brought against the airline. This is a remote role with regular travel to New York, and you'll be based in the heart of the city.

Key Responsibilities

As a Customer Relations Business Lead, you'll be accountable for:

• Leading the North American team in their response to customer complaints from regulatory bodies
• Facilitating a culture of open and honest communication, ensuring key messages are cascaded
• Being the point of contact for all queries from the US DoT, CTA, and consumer agencies related to customer complaints and claims
• Acting as a local legal advisor, working with internal and external counsel, providing all necessary data and support in court
• Maintaining all local legal and regulatory documentation as required
• Managing relationships with local baggage support related to repair and replacement
• Managing all local people management and payroll responsibilities
• Delivering cost-effective resolution of complex, high-value customer relations matters
• Preparing local reports relevant to customer complaints and claims as required
• Being the point of first contact for US/Canadian regulators on accessibility/discrimination complaints
• Serving as the default senior Complaint Resolution Officer for US DoT discrimination matters
• Leading the North American disability coordination on behalf of Customer Relations

What You'll Need

To succeed in this role, you'll need:

• Experience in managing, leading, coaching, and motivating staff within a customer-driven environment
• Strong commercial decision-making skills
• Ability to reprioritize work and meet deadlines
• Knowledge of how to prioritize when faced with multiple issues and can flex the team on the day
• A born problem-solver
• Operational experience, people management, and excellent coaching skills
• Understanding of the broader airline legal framework, specifically relating to customer complaints and claims
• IT competence within Salesforce, Office 365, and airline environments

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment that allows our employees to thrive. As a Customer Relations Business Lead, you'll enjoy:

• A competitive salary range of $96,584-$118,047 USD
• Opportunities for career growth and professional development
• A dynamic and diverse team environment
• A comprehensive benefits package, including health insurance, retirement plans, and paid time off
• A commitment to diversity, equity, and inclusion

How to Apply

If you're a motivated and experienced professional looking for a new challenge, 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!

Contact Information

For any queries or to learn more about this role, please contact our recruitment team at [arenaflex recruitment email].

Equal Opportunity Employer

arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to providing equal employment opportunities to all qualified applicants, regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We're a VEVRAA Federal Contractor. Apply for this job