Senior Manager, Customer Care – Remote Leadership of Mid‑Travel Recovery, Post‑Travel Recovery & Social Media Service Operations

About arenaflex – Pioneering the Future of Air Travel

At arenaflex, we’re redefining what it means to fly. With a heritage that stretches over four decades in the heart of Minnesota, we blend the agility of a low‑cost carrier with the reliability of a major airline. Our network spans the United States, Canada, Central America, and the Caribbean, and we also operate charter and cargo services worldwide. As a remote‑first organization, we empower our employees to work from anywhere while staying deeply connected to the mission of making travel accessible, safe, and enjoyable for every passenger.

Our culture is built on resilience, collaboration, and a relentless focus on the traveler experience. Whether you’re navigating a sudden schedule change, handling a complex accessibility request, or engaging with customers on social media, you’ll be part of a team that values innovation, empathy, and continuous improvement. Join arenaflex and help shape the next chapter of aviation.

Position Overview – Senior Manager, Customer Care (Remote)

The Senior Manager, Customer Care at arenaflex is the strategic and operational leader responsible for mid‑travel recovery, post‑travel recovery, and social‑media‑based customer service. Reporting to senior leadership, you will guide people leaders who oversee teams handling irregular operations, accessibility accommodations, schedule adjustments, complaint resolution, regulatory compliance, and passenger communications. Your vision will ensure that every touchpoint—from a delayed flight to a social‑media inquiry—delivers a seamless, positive experience for our travelers.

Key Responsibilities

Strategic Leadership & Team Oversight

• Direct the performance of the Customer Care, Central Reservations Control (CRC), and Social Media teams, ensuring alignment with corporate goals.
• Develop and execute a multi‑year roadmap for mid‑travel and post‑travel recovery processes, integrating technology, data analytics, and best‑in‑class service standards.
• Foster a high‑performance culture that values employee growth, mentorship, and cross‑functional collaboration.

Regulatory Compliance & Subject‑Matter Expertise

• Serve as the internal authority on aviation regulations, including Part 382, service animal policies, accessibility standards, and complaint resolution procedures.
• Monitor changes from the Department of Transportation (DOT) and international aviation bodies, translating updates into actionable policies for the organization.
• Partner with legal, safety, and operations teams to ensure all customer‑facing processes meet or exceed regulatory requirements.

Customer Experience & Feedback Loop

• Leverage real‑time customer feedback to identify trends, pain points, and opportunities for service enhancement.
• Provide senior leadership with concise, data‑driven reports that influence product development, operational adjustments, and strategic initiatives.
• Champion a 24/7 coverage model for CRC to support stations and irregular operations, guaranteeing that travelers receive timely assistance at any hour.

Process Improvement & Innovation

• Analyze competitor practices and emerging industry trends to recommend process refinements that elevate the traveler experience.
• Collaborate with technology partners to integrate platforms such as Salesforce, Sprout Social, and 15Below, enhancing omnichannel communication capabilities.
• Drive automation initiatives that reduce manual workload, improve accuracy, and free staff to focus on high‑value interactions.

People Management & Development

• Recruit, coach, and develop people leaders who manage frontline agents, ensuring they have the tools and training needed for success.
• Implement performance metrics, career pathways, and recognition programs that motivate teams and reduce turnover.
• Promote an inclusive environment where diverse perspectives are celebrated and every employee feels valued.

Essential Qualifications

• Bachelor’s degree or a minimum of four years of equivalent professional experience in a related field.
• At least 3 years of operational leadership in a customer‑facing or service management role, preferably within a highly regulated industry.
• Demonstrated experience navigating airline‑specific regulatory frameworks, such as DOT complaint processes and accessibility mandates.
• Proficiency with the Microsoft Office Suite, especially Excel for data analysis and PowerPoint for executive presentations.
• Strong analytical abilities—capable of interpreting complex data sets, generating actionable insights, and presenting findings to senior stakeholders.
• Exceptional written and verbal communication skills, with the ability to convey technical concepts to non‑technical audiences.
• Ability to work remotely from a dedicated, distraction‑free home office equipped with a reliable high‑speed internet connection (minimum 10 Mbps download).
• Willingness to travel periodically to arenaflex headquarters for in‑person meetings, training sessions, and strategic planning workshops.

Preferred Skills & Experience

• Prior experience managing people leaders and multi‑disciplinary teams.
• Hands‑on familiarity with irregular operations management, including handling flight disruptions, crew reassignments, and emergency communications.
• Certification or eligibility to obtain Complaint Resolution Official (CRO) status.
• Experience with customer relationship management (CRM) platforms such as Salesforce, and social‑media monitoring tools like Sprout Social or 15Below.
• Background in lean or Six Sigma methodologies for process optimization.

Core Skills & Competencies

• Leadership Acumen: Ability to inspire, motivate, and develop high‑performing teams across multiple time zones.
• Strategic Thinking: Visionary mindset that balances short‑term operational needs with long‑term strategic objectives.
• Customer‑Centric Focus: Deep empathy for travelers and a relentless drive to exceed their expectations.
• Regulatory Insight: Up‑to‑date knowledge of aviation regulations and the capacity to translate them into practical policies.
• Data‑Driven Decision Making: Comfort with analytics tools, KPI tracking, and performance dashboards.
• Technology Savvy: Ability to evaluate, adopt, and champion new digital tools that improve service delivery.
• Communication Excellence: Clear, concise, and persuasive communication with internal and external stakeholders.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package designed to support your health, financial security, and work‑life balance:

• Comprehensive medical, dental, and vision coverage, including PPO and high‑deductible health plans.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) with employer contributions.
• Dependent care assistance and life/AD&D insurance.
• Generous 401(k) match to help you build a secure retirement.
• Paid Time Off (PTO), paid holidays, and additional leave for volunteer activities.
• Employee Assistance Program offering counseling for you and your family.
• Fitness incentives, stop‑smoking support, and wellness resources.
• Travel privileges: free standby travel from day one for you, your family, and friends, plus discounted airfare.
• Remote‑first work model with a stipend for home office setup.

Career Growth & Learning Opportunities

At arenaflex, your professional development is a priority. As Senior Manager, Customer Care, you will:

• Gain exposure to senior executive leadership and influence company‑wide strategic decisions.
• Participate in cross‑functional projects that broaden your expertise in operations, technology, and regulatory affairs.
• Access continuous learning resources, including industry certifications, leadership workshops, and mentorship programs.
• Position yourself for future advancement into director‑level roles or broader operational leadership positions within the organization.

Work Environment & Culture

arenaflex fosters an inclusive, collaborative, and innovative environment where every voice matters. Our remote workforce enjoys:

• Regular virtual town halls and team‑building events that keep connections strong across geography.
• A culture of transparency—leadership shares business updates, performance metrics, and strategic priorities openly.
• Employee resource groups (ERGs) that celebrate diversity, support mental health, and promote community outreach.
• Recognition programs that celebrate individual and team achievements, reinforcing a culture of excellence.

Equal Opportunity Employment

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of age, race, color, national origin, religion, gender identity, sexual orientation, disability, veteran status, or any other characteristic protected by law.

Apply Today – Join the Journey

If you are a strategic leader with a passion for delivering exceptional customer experiences, and you thrive in a dynamic, regulated industry, we want to hear from you. Bring your expertise, vision, and energy to arenaflex and help us shape the future of travel.

Ready to embark on this exciting adventure? Apply Job!