Senior Manager Customer Care - Strategy & Execution for Exceptional Customer Experience (Remote)

Join blithequark, a Trailblazing Airline Redefining Travel

At blithequark, we're not just another airline; we're a dynamic, resilient team driven by a passion for making travel more attainable. With a rich history spanning over 40 years and deep Minnesota roots, we've evolved into a unique hybrid low-cost carrier, offering a diverse range of services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations worldwide. As part of our ambitious team, you'll have the opportunity to grow and contribute to our mission while being supported by a culture that values collaboration, innovation, and community.

About the Role: Senior Manager Customer Care

We're seeking a seasoned Senior Manager Customer Care to spearhead the strategy and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a key leader, you'll be responsible for guiding people leaders who oversee teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. Your vision, strategy, and expertise will be instrumental in delivering efficient service and maintaining high customer satisfaction.

Key Responsibilities:

• Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team, ensuring seamless execution and high-quality service.
• Manage people, processes, and technology to support regulatory compliance, efficiency, and positive customer experiences, leveraging your expertise in customer service management.
• Serve as a subject matter expert on regulatory requirements and changes, such as Part 382, service animal policies, accessibility, and complaint resolution, ensuring the organization remains compliant and up-to-date.
• Foster an environment that values employees, providing opportunities for individual growth and advancement, and promoting a culture of excellence within the team.
• Utilize customer feedback to create a strong feedback loop, providing actionable insights to stakeholders across the organization to drive improvements.
• Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations, guaranteeing timely and effective support.
• Represent the customer and team in ongoing reviews of irregular operations management and service recovery, driving process improvements and enhancing the customer experience.
• Identify customer and competitor trends, partnering with cross-functional leaders to improve processes and support a positive customer experience.
• Monitor changes to DOT policies and procedures, as well as other international governing agencies, to stay ahead of regulatory requirements.
• Perform other duties as assigned, demonstrating flexibility and a commitment to achieving team goals.

Essential Qualifications:

• Bachelor's degree or 4 years of relevant work experience, providing a solid foundation in customer service management or a related field.
• 3+ years of operational leadership experience in a customer-facing or customer service management role, with a proven track record of success.
• Experience working in a highly regulated environment, preferably with a focus on airline complaint processes and DOT regulatory requirements, ensuring compliance and expertise.
• Proficiency in Microsoft Office Suite applications, with the ability to analyze and interpret data, create reports, and drive informed decision-making.
• Strong written and verbal communication skills, with the ability to effectively communicate with stakeholders at all levels.
• Ability to work from home in a private office/distraction-free environment, with a hardwired connection to your modem of at least 10 MBPS, ensuring reliable and efficient remote work.

Preferred Skills:

• Experience managing people leaders, with a proven ability to develop and grow talent.
• Experience with irregular operations, providing a deep understanding of the complexities and challenges involved.
• Currently holds or can obtain Complaint Resolution Official (CRO) status, demonstrating expertise in complaint resolution and regulatory compliance.
• Familiarity with Salesforce, 15 Below, Sprout Social, and/or similar customer communication platforms, enabling effective management of customer interactions.

What We Offer

At blithequark, we provide a comprehensive benefits package, including:

• Dental and vision coverage
• 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, and friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program, including counseling for employees and their families
• Fitness incentive and Stop Smoking Support

Career Growth and Development

At blithequark, we're committed to helping you grow and develop your skills. As a Senior Manager Customer Care, you'll have opportunities to:

• Develop your leadership skills, guiding people leaders and teams to achieve exceptional results.
• Enhance your knowledge of regulatory requirements and industry trends, staying ahead of the curve.
• Drive process improvements and innovations, leveraging your expertise to shape the customer experience.
• Collaborate with cross-functional leaders, building relationships and driving business outcomes.

Our Culture and Work Environment

At blithequark, we value our employees and strive to create a positive and inclusive work environment. As a remote worker, you'll enjoy:

• Flexibility and autonomy, working from the comfort of your own home.
• Opportunities for virtual collaboration and connection with colleagues across the organization.
• A culture that prioritizes employee well-being, growth, and development.

Equal Opportunity Employer

blithequark is an equal opportunity employer, committed to diversity and inclusion. We welcome applicants from diverse backgrounds and perspectives, and are committed to providing a work environment that is free from discrimination and harassment.

Join Our Team

If you're a seasoned customer service leader with a passion for delivering exceptional experiences, we want to hear from you. Apply now to join blithequark as a Senior Manager Customer Care, and be part of a team that's redefining the future of travel.

Don't miss this opportunity to make a meaningful impact and take your career to new heights. Apply today!