Senior Manager Customer Care – Remote Leadership Role | Aviation Customer Experience & Operations Strategy at arenaflex

Transform Travel Recovery and Passenger Experience as arenaflex's Next Senior Manager Customer Care

Step into a pivotal leadership role with arenaflex, a dynamic and forward-thinking organization where agility meets ambition and every team member plays a part in something larger than themselves. arenaflex has built a reputation for being resilient, innovative, and relentlessly focused on connecting people with the destinations and experiences that matter most to them. Our hybrid approach blends the efficiency of a low-cost operational model with the warmth and personality of a community-driven brand, serving travelers across the United States, Canada, Central America, the Caribbean, and through select charter and cargo operations worldwide.

With more than four decades of operational heritage and deep roots in our home base, arenaflex has grown into an enthusiastic, high-performing organization that thrives on collaboration, safety, and an unwavering commitment to our customers. We are looking for a seasoned customer care leader who can elevate our post-booking, mid-travel, and social media support functions while mentoring a talented team of people leaders. If you bring deep experience in regulated customer service environments, a passion for operational excellence, and a vision for continuous improvement, we invite you to consider joining arenaflex as our next Senior Manager Customer Care.

Position Overview

The Senior Manager Customer Care is a critical leadership role at arenaflex, responsible for developing and executing the strategy that governs mid-travel recovery, post-travel recovery, and social media customer service operations. Reporting to senior operations leadership, this individual will oversee three interconnected teams: Customer Care, Central Reservations Control (CRC), and Social Media. Together, these teams handle the full spectrum of passenger support, including irregular operations (IROPS), accessibility requests, schedule changes, regulatory escalations, customer complaints, and proactive passenger communication.

This is not a desk-only role. The Senior Manager Customer Care will serve as a strategic partner to cross-functional leaders across the organization, acting as the voice of the customer while ensuring that day-to-day operations consistently meet regulatory standards and exceed passenger expectations. The successful candidate will be equally comfortable analyzing data trends, drafting long-term service strategies, and rolling up their sleeves to support the team during periods of operational disruption.

Key Responsibilities

• Team Leadership Across Multiple Functions: Directly oversee the performance, development, and engagement of the Customer Care team, Central Reservations Control team, and Social Media team, ensuring each operates at peak efficiency and delivers consistently outstanding service.
• People Leadership: Manage, coach, and develop people leaders within the function. Foster an environment that values employees, encourages individual growth, and creates clear pathways for advancement.
• Operational Excellence: Manage people, process, and technology in tandem to support regulatory compliance, operational efficiency, and positive customer experiences across all channels.
• Regulatory Subject Matter Expertise: Serve as the organization's subject matter expert on regulatory requirements and ongoing changes, including Part 382, service animal policies, accessibility standards, and complaint resolution processes.
• Customer Feedback Loop: Translate customer feedback collected across all channels into actionable insights, partnering with stakeholders across the organization to drive meaningful improvements.
• 24/7 Coverage Oversight: Ensure 24/7 coverage for Central Reservations Control to support station operations and irregular operations events, no matter the time of day or day of the week.
• Cross-Functional Partnership: Represent the customer and the team in ongoing reviews of irregular operations management and service recovery strategy, partnering with airport operations, in-flight, IT, and marketing colleagues as needed.
• Trend Analysis and Innovation: Identify emerging customer and competitor trends, partnering with cross-functional leaders to refine processes, tools, and training in support of a continuously improving customer experience.
• Regulatory Monitoring: Monitor changes to Department of Transportation policies and procedures, as well as requirements from international governing agencies, ensuring that arenaflex remains in full compliance at all times.
• Strategic Planning: Provide the right vision, strategy, resources, and support to help team members deliver efficient service while maintaining high satisfaction scores across all customer touchpoints.
• Other Duties as Assigned: Step in wherever needed to advance the team's mission and the company's strategic priorities.

Essential Qualifications

• Bachelor's degree, or equivalent combination of education and at least four years of relevant work experience in customer service, operations, or a related field.
• Three or more years of operational leadership experience in a role that involved customer-facing or customer service management responsibilities.
• Demonstrated experience working in a highly regulated environment, with preference given to candidates familiar with airline complaint processes and Department of Transportation regulatory requirements.
• Proficiency in Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook.
• Strong analytical skills with the ability to interpret data, identify trends, and create clear, actionable reports.
• Excellent written and verbal communication skills, with a track record of communicating effectively across all levels of an organization.
• Ability to work from home in a private, distraction-free office environment.
• A hard-wired internet connection to your modem of at least 10 MBPS to support reliable remote work.
• Willingness to periodically commute to arenaflex headquarters for team meetings, training sessions, and strategic planning events.

Preferred Skills and Experience

• Prior experience managing people leaders and multi-tiered teams.
• Hands-on experience with irregular operations in an airline, transportation, or travel-related setting.
• Current or obtainable Complaint Resolution Official (CRO) status.
• Familiarity with Salesforce, 15 Below, Sprout Social, or comparable customer communication and engagement platforms.

Physical Requirements

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this role.

• Regularly required to talk or hear.
• Frequently required to stand, walk, use hands or fingers, handle or feel, and reach with hands and arms.
• Occasionally required to sit, climb or balance, and stoop, kneel, crouch, or crawl.
• Frequently required to lift and/or move up to 10 pounds, and occasionally up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

What arenaflex Offers

At arenaflex, we believe that taking care of our employees is just as important as taking care of our travelers. As a Senior Manager Customer Care, you'll enjoy a comprehensive benefits package and a wide range of perks designed to support your health, your family, and your future, including:

• Comprehensive medical, dental, and vision insurance plans, including PPO and high-deductible options.
• Health savings accounts (HSA) and flexible spending accounts (FSA).
• Dependent care benefits to help support your family.
• Free standby and discounted travel privileges for employees, family, and friends beginning on day one.
• A competitive 401(k) plan with company match to help you build long-term financial security.
• Generous paid time off and paid holidays.
• Life and AD&D insurance coverage.
• A robust employee assistance program that includes counseling services for employees and their family members.
• Fitness incentive programs and stop-smoking support resources.

Work Environment and Culture at arenaflex

arenaflex is more than a workplace; it is a community of dedicated professionals united by a shared mission to make travel more attainable for everyone. Our culture is built on mutual respect, collaboration, and a willingness to support one another through both routine operations and unexpected challenges. We are proud of our agile mindset and our ability to adapt quickly, which allows us to thrive in an industry where conditions can change in an instant.

We celebrate diverse perspectives and believe that an important part of our strength comes from the unique backgrounds, experiences, and ideas each employee brings to the table. Our leadership team is committed to fostering an inclusive environment where every voice is heard and every contribution is valued. From day one, you will find that arenaflex invests in its people through mentorship, professional development, and clear pathways for career advancement.

Career Growth and Development

Joining arenaflex as a Senior Manager Customer Care opens the door to a wide range of career opportunities. Whether your ambition is to deepen your expertise in customer experience strategy, expand your scope into broader operational leadership, or grow into a director-level role, arenaflex provides the resources and support to help you achieve your goals. We offer ongoing training, leadership development programs, and the chance to work on cross-functional initiatives that build your professional profile and expand your influence across the organization.

Equal Opportunity Employer

arenaflex is an equal opportunity employer that values every employee's contribution to our business. It is the policy of arenaflex to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. We are proud to be a workplace that embraces diversity and is committed to creating an inclusive environment for all team members.

How to Apply

If you are a strategic, operationally minded customer service leader with a passion for aviation, regulatory compliance, and team development, we want to hear from you. Bring your vision, your experience, and your drive to arenaflex, and help us continue to deliver the kind of service our travelers remember and recommend. Apply today to take the next step in your career and become a key part of a growing, energetic team that is shaping the future of travel.