Senior Manager Customer Care (Remote) – Lead Customer Experience and Service Recovery at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever 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 customer service and service recovery for our growing airline.

About blithequark

At blithequark, we're not your average airline. We're agile, resilient, and full of uncommon opportunity. With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering 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 team is focused on connecting our community with their favorite people and places, and we're committed to making travel more attainable.

About the Role

As a Senior Manager Customer Care, you'll be responsible for leading our customer care team, central reservations control team, and social media team to deliver exceptional customer experiences and service recovery. You'll work closely with cross-functional leaders to identify customer and competitor trends, and develop strategies to improve processes and support a positive customer experience. Your expertise in regulatory compliance, customer service management, and people leadership will be invaluable in driving our customer care initiatives forward.

Key Responsibilities

* Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team to ensure efficient service and high satisfaction

• 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

Qualifications

* 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
• 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?

At blithequark, we're committed to creating a workplace that values diversity, equity, and inclusion. We believe that an important part of our strength comes from our people and their array of perspectives. We offer a comprehensive benefit package, including dental and vision, 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, fitness incentive, and stop smoking support.

Equal Opportunity Employer

blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is free from discrimination and harassment, and where all employees feel valued, respected, and supported.

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job