Experienced Customer Relations Business Lead - Americas for Strategic Leadership and Customer Satisfaction Enhancement

Introduction to blithequark

blithequark is one of the world's leading global premium airlines, serving almost 40 million customers a year and traveling to over 180 destinations in more than 70 different countries worldwide. With a strong commitment to customer satisfaction and regulatory compliance, blithequark is seeking an experienced Customer Relations Business Lead - Americas to join its team in New York. This is a remote role with regular travel to New York, offering a unique opportunity to lead the North American team in responding to customer relations complaints from North American regulatory bodies.

Job Overview

As a Customer Relations Business Lead - Americas at blithequark, you will be accountable for supporting the local legal team in defending claims brought against the airline, facilitating a culture of open and honest communication, and ensuring key messages are cascaded throughout the team. You will also be the point of contact for all queries from the US DoT, CTA, and consumer agencies related to customer complaints and claims. With your strong commercial decision-making skills and ability to reprioritize work to meet deadlines, you will deliver cost-effective resolution of complex high-value customer relations matters.

Key Responsibilities

• Accountable for the team's performance management and delivery of targets and key service metrics
• Facilitate a culture of open and honest communication, ensuring key messages are cascaded throughout the team
• Point of contact for all queries from the US DoT, CTA, and consumer agencies related to customer complaints and claims
• Act as local legal advisor, working with internal and external counsel, providing all data and support in court as required
• Local representative for blithequark Media relations
• Maintain all local legal and regulatory documentation as required
• Manage relationship with local baggage support related to repair and replacement
• Manage all local people management and payroll responsibilities
• Deliver cost-effective resolution of complex high-value customer relations matters
• Accountable for local reports relevant to customer complaints and claims as required
• Point of first contact for US/Canadian regulators on accessibility/discrimination complaints
• Default senior Complaint Resolution Officer for US DoT discrimination matters
• Leads the North American disability coordination on behalf of Customer Relations

Essential Qualifications

• 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
• Know how to prioritize when faced with multiple issues and can flex your team on the day
• A born problem solver with 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 environment

Preferred Qualifications

• Previous experience in a similar role within the airline industry
• Strong knowledge of US and Canadian regulatory requirements related to customer complaints and claims
• Experience with media relations and crisis management
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box
• Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Relations Business Lead - Americas, you will have access to a range of training and development opportunities, including leadership development programs, industry-specific training, and mentorship opportunities. You will also have the opportunity to work with a talented and experienced team, sharing knowledge and best practices to drive customer satisfaction and regulatory compliance.

Work Environment and Company Culture

blithequark is a dynamic and fast-paced work environment that values diversity, inclusion, and respect. We are committed to creating a workplace culture that is open, honest, and supportive, where employees feel valued and empowered to contribute to the success of the organization. As a Customer Relations Business Lead - Americas, you will be part of a global team that is passionate about delivering exceptional customer experiences and driving business results.

Compensation, Perks, and Benefits

blithequark offers a competitive salary range for this role, from $96,584 to $118,047 USD per year, depending on experience. We also offer a range of perks and benefits, including comprehensive health insurance, retirement savings plans, and paid time off. As a remote worker, you will also have the flexibility to work from home and enjoy a better work-life balance.

Conclusion

If you are a motivated and experienced customer relations professional looking for a new challenge, we encourage you to apply for the Customer Relations Business Lead - Americas role at blithequark. With your strong leadership skills, commercial acumen, and ability to deliver results, you will be an asset to our team and contribute to the success of our organization. Don't miss this opportunity to join a global leader in the airline industry and take your career to the next level. Apply now and become part of the blithequark team!

How to Apply

To apply for this role, please submit your application, including your resume and a cover letter, to our recruitment team. We thank all applicants for their interest; however, only those selected for an interview will be contacted. blithequark is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating a workplace culture that is inclusive, respectful, and supportive of all employees.