Experienced Senior Manager Customer Care – Strategic Leadership in Mid-Travel Recovery, Post-Travel Recovery, and Social Media Customer Service for a Dynamic Airline

Introduction to blithequark

Imagine being part of a unique hybrid low-cost carrier that has been making travel more attainable for over 40 years. blithequark is not your average airline; we're agile, resilient, and full of uncommon opportunities. As a growing airline with Minnesota roots, we offer diverse services, including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. Our enthusiastic team is focused on connecting our community with their favorite people and places, and we're looking for a talented Senior Manager Customer Care to join our team.

Job Overview

As a Senior Manager Customer Care at blithequark, you will provide strategic leadership and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. You will lead people leaders overseeing teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. Your vision, strategy, resources, and support will help your team members deliver efficient service and maintain high customer satisfaction.

Key Responsibilities

• Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team
• Manage people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences
• Serve as a subject matter expert to the organization on regulatory requirements and changes (e.g., Part 382, service animal, accessibility, complaint resolution)
• Maintain an environment that values employees and provides opportunities for individual growth and advancement
• Use customer feedback to provide a strong feedback loop of actionable information to stakeholders across the organization
• Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations
• Represent the customer and team for ongoing review of irregular operations management and service recovery
• Identify customer and competitor trends and partner with cross-functional leaders to improve processes in support of a positive customer experience
• Monitor any changes to DOT policies and procedures as well as other international governing agencies
• Other duties as assigned

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree or 4 years of relevant work experience
• 3+ years of operational leadership in a role that involves customer-facing/customer service management
• Experience working in a highly regulated environment, preferably with a focus on airline complaint processes and DOT regulatory requirements
• Proficiency in Microsoft Office Suite applications
• Ability to analyze and interpret data, create reports
• Strong written and verbal communication skills
• Ability to work from home in a private office/distraction-free environment
• Hard-wired connection to your modem of at least 10 MBPS
• Periodic commute to blithequark headquarters may be required

Preferred Skills

While not required, the following skills are preferred:

• Experience managing people leaders
• Experience with irregular operations
• Currently holds or can obtain Complaint Resolution Official (CRO) status
• Familiarity with Salesforce, 15 Below, Sprout Social, and/or similar customer communication platforms

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in investing in our employees' growth and development. As a Senior Manager Customer Care, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A dynamic and supportive work environment that encourages innovation and creativity
• Regular feedback and coaching to help you achieve your goals

Work Environment and Company Culture

At blithequark, we value our employees and believe that they are our greatest asset. Our company culture is built on the principles of:

• Respect and inclusivity
• Open communication and transparency
• Collaboration and teamwork
• Continuous learning and improvement

Compensation, Perks, and Benefits

As a Senior Manager Customer Care at blithequark, you will enjoy a comprehensive benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health insurance, including dental and vision
• 401(k) match and retirement savings plan
• Paid time off and holidays
• Free standby and discounted travel privileges for employees, family, and friends
• Employee assistance program, including counseling and wellness services

Conclusion

If you are a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for the Senior Manager Customer Care role at blithequark. With our dynamic and supportive work environment, comprehensive benefits package, and opportunities for career growth and development, we believe that you will find a rewarding and fulfilling career with our team. Apply now to join our team and help us make travel more attainable for our customers.