**Job Title:** Senior Manager Customer Care – Remote Opportunity at arenaflex
**Job Category:** Reservations
**Requisition Number:** SENIO002750
**Posted:** September 12, 2024
**Job Type:** Full-Time
**Location:** Minneapolis, MN 55450, USA (Remote)
**About arenaflex**
arenaflex is not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.
With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At arenaflex, you'll be part of a growing airline and an enthusiastic team focused on connecting our community with their favorite people and places.
**Job Summary**
arenaflex is seeking a Senior Manager Customer Care to provide strategy and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a Senior Manager Customer Care, you will lead people leaders overseeing teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication.
**Key Responsibilities**
* Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team
* Manage people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences
* Serve as a subject matter expert to the organization on regulatory requirements and changes (e.g. Part 382, service animal, accessibility, complaint resolution)
* Maintain an environment that values employees and provides opportunities for individual growth and advancement
* Using customer feedback that is collected, provide a strong feedback loop of actionable information to stakeholders across the organization
* Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations
* Represent the customer, and team, for ongoing review of irregular operations management and service recovery
* Identify customer & competitor trends and partner with cross-functional leaders to improve processes in support of a positive customer experience
* Monitor any changes to DOT policies and procedures as well as other international governing agencies
* Other duties as assigned
**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
* 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**
arenaflex provides the resources and support our employees need to succeed. Besides working at a great and growing company, as a Senior Manager Customer Care you'll enjoy these benefits and more:
* 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, & 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 Company Culture**
arenaflex respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives. Our company culture is built on a foundation of teamwork, innovation, and customer satisfaction.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment where everyone has the opportunity to succeed.
**How to Apply**
If you're a motivated and experienced professional looking for a new challenge, please submit your application through our website. We can't wait to hear from you!
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