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, with its roots in Minnesota, offers 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 around the world. As a growing airline, blithequark is focused on connecting communities with their favorite people and places, and we're looking for a talented Senior Manager Customer Care to join our team.

About the Role

As a Senior Manager Customer Care at blithequark, you will be responsible for providing 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 enable your team members to 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

Qualifications and Skills

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
• 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

Career Growth 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 supportive and collaborative 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:

• A commitment to diversity, equity, and inclusion
• A focus on employee well-being and work-life balance
• A collaborative and supportive work environment
• A culture of innovation and continuous improvement

Compensation, Perks, and Benefits

As a Senior Manager Customer Care at blithequark, you will be eligible for:

• A competitive salary and bonus structure
• A comprehensive benefits package, including dental and vision, PPO and high deductible health plans, health savings accounts (HSA and FSA), and dependent care
• Starting day one, free standby and discounted travel privileges for employees, family, and friends
• 401(k) match and paid time off
• Paid holidays and life and AD&D insurance
• Employee Assistance Program, including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Manager Customer Care role at blithequark. With our commitment to employee growth and development, comprehensive benefits package, and supportive company culture, we believe that you will find a rewarding and fulfilling career with us. Apply today and join our team of dedicated professionals who are passionate about making travel more attainable for everyone!