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

About arenaflex – Redefining the Skies

arenaflex is not your average airline. With more than four decades of deep roots in Minnesota, we have evolved into a dynamic hybrid low‑cost carrier that blends scheduled passenger service, charter flights, and global cargo operations. Our network spans the United States, Canada, Central America, and the Caribbean, connecting travelers to the people and places they love while delivering reliable, affordable air travel.

Our culture is built on agility, resilience, and a relentless pursuit of uncommon opportunities. At arenaflex, every employee is part of an ambitious team that supports one another, our passengers, and the broader community. We believe that travel should be attainable for everyone, and we empower our people to turn that belief into reality every day.

Position Overview – Senior Manager, Customer Care (Remote)

arenaflex is seeking a visionary Senior Manager, Customer Care to lead the strategy and day‑to‑day execution of mid‑travel recovery, post‑travel recovery, and social‑media‑based customer service. This remote leadership role will oversee multiple high‑performing teams—including the Central Reservations Control (CRC) unit, the Social Media engagement team, and the irregular‑operations recovery specialists—to ensure seamless, compliant, and customer‑centric experiences across the entire travel journey.

Key Responsibilities

• Strategic Leadership: Define and drive the long‑term vision for mid‑travel and post‑travel recovery, aligning resources, technology, and people to meet regulatory standards and exceed passenger expectations.
• Team Oversight: Directly manage people leaders who supervise the Customer Care, CRC, and Social Media teams, fostering a culture of accountability, continuous improvement, and high morale.
• Regulatory Expertise: Serve as arenaflex’s subject‑matter expert on Department of Transportation (DOT) regulations, Part 382, accessibility requirements, service‑animal policies, and complaint‑resolution protocols.
• Operational Excellence: Ensure 24/7 coverage for the CRC function, guaranteeing that stations and irregular‑operations teams receive timely support during schedule changes, disruptions, and emergencies.
• Customer Advocacy: Represent the voice of the passenger in cross‑functional reviews, translating feedback into actionable insights that drive process enhancements and elevate the overall travel experience.
• Data‑Driven Decision Making: Collect, analyze, and report on customer feedback, operational metrics, and competitor trends; deliver concise, actionable intelligence to senior leadership and stakeholder groups.
• Compliance Monitoring: Keep abreast of evolving DOT policies, international aviation regulations, and industry best practices; proactively adjust arenaflex processes to remain compliant.
• Collaboration & Influence: Partner with Marketing, Operations, Legal, and IT to develop integrated solutions that streamline recovery workflows and improve communication channels.
• Continuous Improvement: Identify opportunities for automation, technology upgrades, and process redesign that reduce manual effort, shorten resolution times, and boost satisfaction scores.
• People Development: Mentor and coach people leaders, providing career‑path guidance, performance feedback, and professional development resources to nurture future leaders.
• Other Duties: Undertake additional responsibilities as assigned, ensuring alignment with arenaflex’s strategic objectives and operational priorities.

Essential Qualifications

• Bachelor’s degree in Business Administration, Aviation Management, or a related field, or a minimum of four years of equivalent professional experience.
• At least three years of operational leadership experience in a customer‑facing environment, preferably within a highly regulated industry such as aviation, transportation, or logistics.
• Demonstrated expertise navigating complex regulatory frameworks, with a strong understanding of DOT complaint processes and Part 382 compliance.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and the ability to create data‑rich reports and presentations.
• Exceptional analytical skills—ability to interpret data trends, develop actionable insights, and communicate findings to diverse audiences.
• Outstanding written and verbal communication abilities, with a talent for crafting clear, concise messages for both internal stakeholders and external customers.
• Self‑motivated and capable of thriving in a remote work setting; must maintain a dedicated, distraction‑free home office.
• Reliable high‑speed internet connection (minimum 10 Mbps download) and a hard‑wired Ethernet setup to ensure uninterrupted connectivity.
• Willingness to travel periodically to arenaflex headquarters for in‑person meetings, training sessions, and team events.

Preferred Skills & Experience

• Proven experience managing people leaders and multi‑disciplinary teams in a fast‑paced, service‑oriented environment.
• Hands‑on familiarity with irregular‑operations recovery, including schedule disruptions, weather‑related delays, and unscheduled maintenance events.
• Current or attainable Complaint Resolution Official (CRO) certification, demonstrating deep knowledge of airline complaint handling standards.
• Experience with customer‑relationship platforms such as Salesforce, 15Below, Sprout Social, or comparable social‑media management tools.
• Background in process automation, workflow optimization, or implementation of AI‑driven chatbots for customer service.

Core Skills & Competencies

• Leadership & Influence: Ability to inspire, motivate, and guide large, geographically dispersed teams toward shared goals.
• Strategic Thinking: Visionary mindset that balances short‑term operational needs with long‑term strategic initiatives.
• Customer‑Centric Mindset: Deep empathy for passengers, translating their needs into tangible service improvements.
• Regulatory Acumen: Strong grasp of aviation regulations, compliance requirements, and industry standards.
• Data Literacy: Comfort working with large data sets, KPI dashboards, and performance analytics.
• Communication Excellence: Clear, persuasive, and diplomatic communication across all levels of the organization.
• Problem‑Solving: Creative, solution‑focused approach to complex operational challenges.
• Technology Savvy: Familiarity with modern CX platforms, ticketing systems, and collaboration tools.

Physical Requirements

While this role is primarily remote, occasional on‑site activities may require the ability to stand, walk, use hands for typing or handling equipment, and lift up to 25 pounds. Vision requirements include close, distance, color, peripheral, and depth perception to effectively monitor dashboards and communication tools.

Compensation, Benefits & Perks

arenaflex offers a competitive total‑reward package designed to support your health, financial security, and personal well‑being:

• Comprehensive medical, dental, and vision coverage with both PPO and high‑deductible health plan options.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage out‑of‑pocket expenses.
• Dependent care assistance and life/AD&D insurance for added peace of mind.
• Generous 401(k) plan with company match to help you build long‑term wealth.
• Paid Time Off (PTO), paid holidays, and flexible scheduling to maintain work‑life balance.
• Employee Assistance Program (EAP) offering counseling services for you and your family.
• Fitness incentives, stop‑smoking support, and wellness resources to promote a healthy lifestyle.
• Travel privileges: free standby travel on arenaflex flights for you, your family, and friends starting day one, plus discounted rates on paid tickets.
• Professional development budget, tuition reimbursement, and access to industry conferences.

Career Growth & Development Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As Senior Manager, Customer Care, you will:

• Gain exposure to senior leadership and influence company‑wide strategic decisions.
• Lead cross‑functional initiatives that shape the future of customer experience across the airline.
• Access mentorship programs, leadership training, and certification pathways (including CRO status).
• Participate in innovation labs focused on AI‑driven service recovery and digital transformation.
• Prepare for potential advancement into Director‑level roles overseeing broader operational or customer‑experience portfolios.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from any location while staying deeply connected to arenaflex’s mission. We foster an inclusive, collaborative environment where diverse perspectives are celebrated, and every employee feels valued. Regular virtual town halls, team‑building events, and occasional in‑person gatherings at our Minneapolis headquarters keep the community spirit alive.

arenaflex is committed to:

• Providing equal employment opportunities regardless of age, race, gender, sexual orientation, disability, veteran status, or any protected characteristic.
• Maintaining a safe, respectful workplace where harassment and discrimination are not tolerated.
• Supporting employee resource groups (ERGs) that champion inclusion, mentorship, and community outreach.
• Encouraging continuous learning through internal training platforms, external certifications, and knowledge‑sharing sessions.

How to Apply

If you are ready to lead a high‑impact customer‑care organization, drive operational excellence, and shape the future of travel at arenaflex, we want to hear from you. Click the link below to submit your application, resume, and a cover letter that highlights your relevant experience and vision for the role.

Apply Now – Join arenaflex!

Equal Opportunity Statement

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. It is the policy of arenaflex to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/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.

arenaflex is an Equal Opportunity Employer – Protected Veterans – Individuals with Disabilities.

We also comply with all applicable pay‑transparency regulations. Employees with access to compensation information as part of their essential job functions are required to maintain confidentiality, except where disclosure is mandated by law.