Senior Manager Customer Care (Remote) – Agile Airline Operations & Customer Experience
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex, a unique hybrid low-cost carrier that's revolutionizing the way people travel. As a Senior Manager Customer Care, you'll play a critical role in shaping the future of our airline and driving customer satisfaction.
About arenaflex
arenaflex is more than just an airline – we're a community-driven organization that's committed to making travel more accessible and enjoyable for everyone. With over 40 years of Minnesota roots, we've built a reputation for being agile, resilient, and customer-focused. Our diverse services include scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world.
Job Summary
We're seeking an experienced Senior Manager Customer Care to lead our customer-facing teams, including Central Reservations Control, Social Media, and Mid-Travel Recovery. As a key member of our leadership team, you'll be responsible for developing and implementing strategies to drive customer satisfaction, regulatory compliance, and operational efficiency. If you're a strategic thinker with excellent leadership skills and a passion for delivering exceptional customer experiences, we want to hear from you.
Key Responsibilities
As a Senior Manager Customer Care, you'll be responsible for:
- Overseeing the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team
- Managing people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences
- Serving as a subject matter expert to the organization on regulatory requirements and changes (e.g., Part 382, service animal, accessibility, complaint resolution)
- Maintaining an environment that values employees and provides opportunities for individual growth and advancement
- Using customer feedback to provide a strong feedback loop of actionable information to stakeholders across the organization
- Ensuring 24/7 coverage for Central Reservations Control to support stations and irregular operations
- Representing the customer and team for ongoing review of irregular operations management and service recovery
- Identifying customer and competitor trends and partnering with cross-functional leaders to improve processes in support of a positive customer experience
- Monitoring changes to DOT policies and procedures as well as other international governing agencies
- Other duties as assigned
Qualifications
To be successful in this role, you'll need:
- A 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
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Benefits and Perks
As a Senior Manager Customer Care at arenaflex, you'll enjoy a comprehensive benefits package, 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
Work Environment and Culture
arenaflex is committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our people are our greatest asset, and we're dedicated to providing opportunities for growth and development. Our headquarters is located in Minneapolis, MN, and we offer a remote work option for this role.
Equal Opportunity Employer
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's free from discrimination and harassment, and we're proud to be an equal opportunity employer/protected veterans/individuals with disabilities.
How to Apply
If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear your story and learn more about your qualifications.
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