Introduction to arenaflex
arenaflex is not your average airline; we're a dynamic, agile, and resilient organization full of uncommon opportunities for growth and development. As part of our ambitious team, you will be part of a unique hybrid low-cost carrier that offers diverse services, including scheduled flights to numerous destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations worldwide. Our mission is to make travel more attainable, and we're committed to safely and collectively supporting each other, our travelers, and our community.
About the Role
We are seeking an experienced Senior Manager Customer Care to provide strategic leadership and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a Senior Manager Customer Care at arenaflex, you will be responsible for leading people leaders who oversee teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. Your vision, strategy, and leadership will be crucial in helping your team members deliver efficient service and maintain high customer satisfaction.
Key Responsibilities
- Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team to ensure regulatory compliance, efficiency, and positive customer experiences.
- Manage people, processes, and technology to support the organization's goals and objectives.
- Serve as a subject matter expert on regulatory requirements and changes, such as Part 382, service animal, accessibility, and complaint resolution.
- Maintain an environment that values employees and provides opportunities for individual growth and advancement.
- Provide a strong feedback loop of actionable information to stakeholders across the organization using customer feedback.
- Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations.
- Represent the customer and team in ongoing reviews 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 changes to DOT policies and procedures, as well as other international governing agencies.
- Perform 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, and communicate effectively in writing and verbally.
- Ability to work from home in a private office/distraction-free environment with a 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.
Career Growth Opportunities and Learning Benefits
At arenaflex, we believe in investing in our employees' growth and development. As a Senior Manager Customer Care, you will have access to various training programs, mentorship opportunities, and career advancement possibilities. Our organization is committed to providing a supportive and inclusive work environment that values diversity, equity, and inclusion.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced organization that values collaboration, innovation, and customer satisfaction. Our company culture is built on the principles of respect, empathy, and open communication. We believe in recognizing and rewarding our employees' contributions and achievements, and we offer a range of benefits and perks to support their well-being and work-life balance.
Compensation, Perks, and Benefits
As a Senior Manager Customer Care at arenaflex, you can expect a comprehensive compensation package that includes:
- Competitive salary and bonus structure.
- Comprehensive benefit package, including dental and vision, PPO and high deductible health plans, health savings accounts (HSA and FSA), and dependent care.
- Starting day one, free standby and discounted travel privileges for employees, family, and friends.
- 401(k) match and paid time off.
- Paid holidays and life and AD&D insurance.
- Employee Assistance Program, including counseling for employees and their family.
- Fitness incentive and Stop Smoking Support.
Conclusion
If you are a motivated and experienced customer service professional looking for a challenging and rewarding leadership role, we encourage you to apply for the Senior Manager Customer Care position at arenaflex. As a member of our team, you will have the opportunity to make a meaningful impact on our customers' experiences and contribute to the growth and success of our organization. Apply now and join our dynamic team of professionals who are passionate about delivering exceptional customer service and making travel more attainable.
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