Senior Manager, Customer Care – Remote Leadership for Mid‑Travel Recovery, Post‑Travel Recovery & Social Media Service at arenaflex

About arenaflex – Pioneering the Future of Air Travel

At arenaflex, we’re not just an airline; we’re a dynamic, resilient organization that thrives on innovation and a deep commitment to our passengers and communities. With over four decades of roots in Minnesota, arenaflex has evolved into a hybrid low‑cost carrier that offers scheduled flights across the United States, Canada, Central America, and the Caribbean, alongside charter and cargo operations worldwide. Our culture is built on agility, collaboration, and a shared purpose: making travel more accessible, enjoyable, and safe for everyone.

Our remote‑first philosophy empowers talented professionals from any location to join our ambitious team. As a Senior Manager, Customer Care, you will play a pivotal role in shaping the experience of millions of travelers, ensuring that every interaction—whether during a flight disruption, post‑travel follow‑up, or on social media—reflects arenaflex’s dedication to excellence.

Why This Role Matters

The Senior Manager, Customer Care is the strategic and operational leader responsible for mid‑travel recovery, post‑travel recovery, and social‑media‑based customer service. You will guide a network of people leaders who oversee teams handling irregular operations, accessibility requests, schedule changes, complaints, regulatory compliance, and passenger communications. Your vision and execution will directly influence arenaflex’s reputation for reliability, empathy, and regulatory excellence.

Key Responsibilities

• Strategic Leadership: Define and implement a comprehensive customer‑care strategy that aligns with arenaflex’s business goals, regulatory obligations, and brand promise.
• Team Oversight: Direct the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team, ensuring seamless coordination across all touchpoints.
• Regulatory Expertise: Serve as the subject‑matter expert on DOT Part 382, service‑animal regulations, accessibility standards, and complaint‑resolution processes, keeping the organization ahead of policy changes.
• Process & Technology Management: Optimize people, processes, and technology to drive efficiency, compliance, and a consistently positive customer experience.
• Feedback Loop Creation: Translate customer feedback into actionable insights, delivering clear, data‑driven recommendations to cross‑functional stakeholders.
• 24/7 Coverage Assurance: Guarantee round‑the‑clock support for CRC operations, enabling stations and irregular‑operation teams to respond swiftly to emerging issues.
• Customer Advocacy: Represent the voice of the traveler in internal reviews, championing service‑recovery initiatives and ensuring that irregular‑operation decisions prioritize passenger satisfaction.
• Trend Analysis & Continuous Improvement: Identify emerging customer and competitor trends, partnering with product, operations, and marketing leaders to refine processes and elevate the overall experience.
• Policy Monitoring: Stay vigilant on changes to DOT, FAA, and international aviation regulations, translating updates into operational adjustments.
• Culture Building: Foster an inclusive environment that values employee growth, encourages mentorship, and celebrates diverse perspectives.
• Additional Duties: Undertake any other responsibilities assigned by senior leadership that support arenaflex’s mission and strategic objectives.

Essential Qualifications

• Bachelor’s degree in Business, Aviation Management, Communications, or a related field, or a minimum of four years of equivalent professional experience.
• At least three years of operational leadership in a customer‑facing environment, preferably within a highly regulated industry such as aviation, transportation, or logistics.
• Demonstrated experience navigating complex regulatory frameworks, with a strong understanding of airline complaint processes and DOT requirements.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and the ability to generate insightful reports from data.
• Exceptional written and verbal communication skills, capable of influencing senior stakeholders and articulating complex concepts clearly.
• 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 in Minneapolis for in‑person meetings, training sessions, and strategic planning workshops.

Preferred Skills & Experience

• Proven track record of managing people leaders and multi‑disciplinary teams.
• Hands‑on experience with irregular‑operations management, including schedule disruptions, weather‑related events, and emergency response.
• Current or attainable Complaint Resolution Official (CRO) certification.
• Familiarity with customer‑relationship platforms such as Salesforce, 15Below, Sprout Social, or comparable tools.
• Experience leveraging analytics platforms (e.g., Power BI, Tableau) to drive data‑informed decision‑making.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing talent across dispersed locations.
• Analytical Thinking: Strong aptitude for interpreting data trends, identifying root causes, and recommending strategic improvements.
• Customer‑Centric Mindset: Deep empathy for travelers and a relentless focus on delivering seamless, positive experiences.
• Regulatory Acumen: Up‑to‑date knowledge of aviation regulations and the skill to translate them into operational practices.
• Collaboration: Comfortable partnering with cross‑functional leaders in operations, technology, marketing, and legal.
• Change Management: Proven ability to lead teams through transformation initiatives, process redesigns, and technology rollouts.
• Communication Excellence: Clear, concise, and persuasive communication style for both internal and external audiences.

Compensation, Benefits & Perks

arenaflex offers a competitive total‑reward 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) to manage out‑of‑pocket expenses.
• Dependent‑care assistance and flexible spending options for families.
• Generous 401(k) matching contributions to help you build a secure retirement.
• Paid Time Off (PTO) and paid holidays to recharge and spend time with loved ones.
• Life and Accidental Death & Dismemberment (AD&D) insurance for added peace of mind.
• Employee Assistance Program (EAP) offering counseling services for employees and their families.
• Fitness incentives, wellness programs, and support for smoking cessation.
• Travel privileges: free standby travel on arenaflex flights for you, your family, and friends starting on day one, plus discounted rates for additional travel.
• Opportunities for continuous learning, certifications, and professional development through internal training platforms and external conferences.

Work Environment & Culture at arenaflex

Our remote‑first model is built on trust, autonomy, and collaboration. arenaflex values diversity, equity, and inclusion, believing that a variety of perspectives fuels innovation and better decision‑making. Employees enjoy:

• Flexible work schedules that accommodate personal commitments and time zones.
• A supportive leadership team that encourages open dialogue, mentorship, and career progression.
• Regular virtual town halls, team‑building events, and cross‑departmental initiatives to keep remote employees connected.
• Access to cutting‑edge technology and tools that enable seamless communication and efficient workflow.
• A culture of safety, where every employee is empowered to contribute ideas that improve operational reliability and passenger well‑being.

Career Growth & Development

arenaflex invests in your future. As a Senior Manager, Customer Care, you will have clear pathways to advance into senior leadership roles such as Director of Customer Experience, Vice President of Operations, or other executive positions within the organization. We provide:

• Individual development plans tailored to your career aspirations.
• Mentorship programs pairing you with seasoned executives.
• Access to industry conferences, webinars, and certification courses (e.g., Certified Customer Service Manager, Aviation Safety Management).
• Opportunities to lead high‑visibility projects that shape company‑wide strategy.

Equal Opportunity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate the unique contributions of every employee, regardless of age, color, national origin, citizenship status, disability, race, religion, gender identity, sexual orientation, veteran status, or any other characteristic protected by law. Our commitment to an inclusive workplace ensures that all voices are heard, respected, and valued.

Physical Requirements

While this role is primarily remote, occasional on‑site activities may require you to:

• Stand, walk, and use your hands for routine tasks.
• Lift up to 10 lb frequently and up to 25 lb occasionally.
• Maintain visual acuity for close‑up and distance viewing, including color and peripheral vision.

How to Apply

If you are ready to lead a high‑performing customer‑care organization, drive strategic initiatives, and make a tangible impact on the travel experience of millions, we invite you to join arenaflex. Click the link below to submit your application and start your journey with a company that values innovation, resilience, and people.

Apply Job!

Take the Next Step

At arenaflex, your expertise will be celebrated, your ideas will shape the future of air travel, and your career will flourish. We look forward to welcoming a visionary leader who shares our passion for exceptional service and continuous improvement.