**Senior Manager Customer Care – Remote Opportunity at blithequark**

Are you a customer-centric leader with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark as a Senior Manager Customer Care, where you'll play a critical role in shaping the future of our customer care operations. **About blithequark** blithequark is a unique hybrid low-cost carrier that's been making waves in the industry for over 40 years. With a strong presence in the US, Canada, Central America, and the Caribbean, we're committed to connecting our community with their favorite people and places. Our team is ambitious, resilient, and agile, and we're always looking for talented individuals who share our values and passion for innovation. **The Role** As a Senior Manager Customer Care at blithequark, you'll be responsible for leading our customer care team, central reservations control team, and social media team to deliver exceptional customer experiences. You'll work closely with cross-functional leaders to identify trends, improve processes, and drive positive change. Your expertise in regulatory compliance, customer service management, and people leadership will be invaluable in shaping our customer care strategy and ensuring seamless execution. **Key Responsibilities** * Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team to ensure efficient service delivery and high customer satisfaction * Manage people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences * Serve as a subject matter expert on regulatory requirements and changes, including Part 382, service animal, accessibility, and complaint resolution * Maintain an environment that values employees and provides opportunities for individual growth and advancement * Analyze customer feedback and provide actionable insights to stakeholders across the organization * Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations * Represent the customer and team in 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 changes to DOT policies and procedures, as well as other international governing agencies * Perform other duties as assigned **Qualifications** * Bachelor's degree or 4 years of relevant work experience * 3+ years of operational leadership in a customer-facing or customer service management role * Experience working in a highly regulated environment, preferably with a focus on airline complaint processes and DOT regulatory requirements * Proficient 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** * 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 **Physical Requirements** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. **Why Join blithequark?** * Comprehensive benefit package, including dental and vision, PPO and high deductible health plans, health savings accounts (HSA and FSA), dependent care, and more * 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 family * Fitness incentive and Stop Smoking Support * Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities **How to Apply** If you're a motivated and customer-focused leader who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. **Note** The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c Apply for this job