Experienced Senior Manager Customer Care – Remote Customer Service Leadership

At arenaflex, we're not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable. With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At arenaflex, you'll be part of a growing airline and an enthusiastic team focused on connecting our community with their favorite people and places.

Job Summary:

arenaflex is seeking an experienced Senior Manager Customer Care to provide strategy and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a Senior Manager Customer Care, you will lead people leaders overseeing teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication.

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 and 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

Essential 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

Work Environment and Company Culture:

arenaflex respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives. We offer a comprehensive benefit package including dental and vision, PPO and high deductible health plans, health savings accounts (HSA and FSA), dependent care, and more. As a Senior Manager Customer Care, you'll enjoy these benefits and more, 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 and Learning Benefits:

arenaflex provides the resources and support our employees need to succeed. As a Senior Manager Customer Care, you'll have opportunities to grow and develop your skills, including: - Opportunities for individual growth and advancement - Training and development programs to enhance your skills and knowledge - Mentorship and coaching from experienced leaders - Collaborative and dynamic work environment

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.

How to Apply:

Ready to join arenaflex? The first step is easy. Click the link below to apply now and we'll be in touch soon! Apply to this job Apply for this job