Senior Manager, Customer Care Operations – Remote Leadership Role at arenaflex

About arenaflex – Pioneering the Future of Travel

arenaflex isn’t just another airline; we are a dynamic, resilient, and forward‑thinking travel organization that has been rooted in the heart of Minnesota for over four decades. As a hybrid low‑cost carrier, we blend the efficiency of scheduled flights with the flexibility of charter and cargo services, connecting passengers to destinations across the United States, Canada, Central America, and the Caribbean. Our mission is simple yet powerful: make travel more attainable, enjoyable, and safe for every traveler while fostering a supportive community for our employees.

At arenaflex, you’ll join an ambitious, collaborative team that values innovation, safety, and personal growth. Whether you’re navigating the complexities of mid‑travel recovery or shaping the future of social‑media customer engagement, you’ll have the resources, mentorship, and autonomy to make a lasting impact.

Position Overview – Senior Manager, Customer Care (Remote)

The Senior Manager, Customer Care at arenaflex is the strategic leader responsible for designing, implementing, and overseeing the day‑to‑day execution of mid‑travel recovery, post‑travel recovery, and social‑media customer service initiatives. Reporting to senior leadership, you will guide multiple people‑leadership teams that manage irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communications. Your vision will ensure that arenaflex delivers efficient, compassionate service while maintaining industry‑leading satisfaction scores.

Key Responsibilities

• Leadership & Team Oversight: Direct the performance of the Customer Care, Central Reservations Control (CRC), and Social Media teams, fostering a culture of accountability, continuous improvement, and employee empowerment.
• Regulatory Excellence: Serve as the organization’s subject‑matter expert on aviation regulations (e.g., Part 382, service animal policies, accessibility standards) and ensure all processes remain compliant.
• Strategic Process Management: Align people, processes, and technology to drive operational efficiency, reduce recovery times, and enhance the overall customer journey.
• Feedback Loop Creation: Translate customer insights into actionable recommendations for cross‑functional stakeholders, driving data‑informed decision‑making.
• 24/7 Coverage Assurance: Guarantee round‑the‑clock support for CRC operations, enabling seamless assistance for stations and irregular operations worldwide.
• Customer Advocacy: Represent the voice of the traveler in internal reviews of irregular operations and service recovery, ensuring decisions prioritize passenger satisfaction.
• Trend Analysis & Innovation: Identify emerging customer and competitor trends, partnering with product, operations, and technology leaders to refine processes and introduce innovative solutions.
• Policy Monitoring: Stay abreast of changes to Department of Transportation (DOT) policies, as well as international aviation regulations, and proactively adjust arenaflex procedures.
• Continuous Improvement: Lead initiatives that streamline workflows, reduce manual effort, and leverage automation to improve response times and accuracy.
• Other Duties: Undertake additional responsibilities as assigned, supporting arenaflex’s broader strategic objectives.

Essential Qualifications

• Bachelor’s degree in Business, Aviation Management, Communications, or a related field, or a minimum of four years of equivalent professional experience.
• At least three years of operational leadership experience in a customer‑facing environment, preferably within a highly regulated industry such as aviation or transportation.
• Demonstrated expertise in navigating complex regulatory frameworks, with a focus on airline complaint processes and DOT compliance.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and the ability to generate insightful reports from data sets.
• Strong analytical skills, capable of interpreting performance metrics, identifying root causes, and recommending corrective actions.
• Exceptional written and verbal communication abilities, with a talent for presenting complex information clearly to diverse audiences.
• Self‑motivated remote work setup: a private, distraction‑free office, reliable high‑speed internet (minimum 10 Mbps), and a dedicated phone line.
• Willingness to travel periodically to arenaflex headquarters for in‑person meetings, training sessions, or strategic planning events.

Preferred Skills & Experience

• Experience managing people‑leaders (i.e., overseeing managers who themselves supervise front‑line staff).
• Background in irregular operations management, including handling schedule disruptions, weather‑related delays, and unscheduled maintenance events.
• Current or attainable Complaint Resolution Official (CRO) certification.
• Familiarity with customer‑relationship platforms such as Salesforce, 15Below, Sprout Social, or comparable tools.
• Knowledge of emerging social‑media trends and best practices for real‑time customer engagement.

Physical Requirements

While this role is primarily remote, the following physical capabilities are required to perform essential functions:

• Frequent speaking and listening; regular standing, walking, and use of hands for typing and handling documents.
• Occasional sitting, climbing, balancing, stooping, kneeling, crouching, or crawling.
• Ability to lift up to 10 lb regularly and up to 25 lb occasionally.
• Visual acuity for close, distance, color, peripheral, and depth perception tasks.

Compensation, Benefits & Perks

arenaflex offers a comprehensive, competitive compensation package designed to support your health, financial security, and personal well‑being.

• Health & Wellness: Choice of PPO or high‑deductible health plans, dental and vision coverage, Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), and a fitness incentive program.
• Financial Security: 401(k) plan with company match, life and AD&D insurance, and dependent‑care assistance.
• Paid Time Off: Generous vacation accruals, paid holidays, and additional paid leave for personal or family needs.
• Travel Benefits: Immediate standby travel privileges for you, your family, and friends, plus discounted airfare on arenaflex routes.
• Employee Assistance: Confidential counseling services for employees and their families, as well as stop‑smoking support.
• Professional Development: Access to training programs, industry conferences, and tuition reimbursement for continued education.

Culture & Work Environment at arenaflex

Our culture is built on three core pillars: People First, Innovation Always, and Community Commitment. At arenaflex, you will find:

• Inclusive Atmosphere: A workplace that celebrates diverse perspectives, encourages open dialogue, and respects every individual’s contribution.
• Growth Opportunities: Clear career pathways, mentorship programs, and cross‑functional projects that expand your skill set and prepare you for future leadership roles.
• Collaborative Spirit: Teams that work together across time zones, leveraging technology to stay connected, share ideas, and solve problems collectively.
• Safety & Resilience: A commitment to operational safety, backed by robust training, continuous improvement, and a proactive approach to risk management.
• Community Engagement: Initiatives that give back to the communities we serve, from charitable partnerships to employee volunteer days.

Why Join arenaflex?

Choosing arenaflex means aligning yourself with a forward‑thinking organization that values both the traveler’s experience and the employee’s journey. As Senior Manager, Customer Care, you will:

• Shape the strategic direction of a critical customer‑facing function, influencing how millions of passengers experience arenaflex.
• Lead a talented, remote team, fostering a high‑performance culture while championing work‑life balance.
• Drive innovation by integrating emerging technologies, data analytics, and best‑in‑class processes into everyday operations.
• Collaborate with senior leaders across operations, legal, technology, and marketing, gaining visibility and influence throughout the organization.
• Enjoy a flexible remote work arrangement without sacrificing the camaraderie and support of a close‑knit corporate community.

Application Process

If you are a strategic thinker with a passion for delivering exceptional customer experiences, and you thrive in a fast‑paced, regulated environment, we invite you to apply today. Join arenaflex and help us redefine the future of travel—one satisfied passenger at a time.

Apply Job!