At arenaflex, we're not just an airline - we're a community of innovators, thinkers, and problem-solvers who are passionate about making travel more accessible and enjoyable for everyone. With over 40 years of Minnesota roots, we've grown into a unique hybrid low-cost carrier offering diverse services, including scheduled flights, charter operations, and cargo services across the globe. As a Senior Manager Customer Care at arenaflex, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences and driving growth.
**About arenaflex**
arenaflex is a growing airline that's committed to innovation, resilience, and uncommon opportunity. We're a team that values collaboration, creativity, and continuous learning. Our mission is to connect our community with their favorite people and places, and we're looking for talented individuals who share our passion for travel and customer service.
**Job Summary**
We're seeking a Senior Manager Customer Care to lead our customer care team, central reservations control team, and social media team. As a key member of our leadership team, you'll be responsible for developing and implementing strategies to deliver exceptional customer experiences, ensuring regulatory compliance, and driving process improvements. If you're a seasoned leader with a passion for customer service and a knack for innovation, 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
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive work environment that values diversity, equity, and inclusion.
**How to Apply**
If you're a motivated and experienced leader who's passionate about customer service and innovation, we want to hear from you! Apply now to join our team and help us transform travel experiences at arenaflex.
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