Join blithequark: Revolutionizing Travel with Uncommon Opportunity
At blithequark, we're not just another airline - we're a dynamic, resilient team that's redefining the travel experience. With a rich history spanning over 40 years in Minnesota, we've evolved into a unique hybrid low-cost carrier, offering a diverse range of services that include 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 Senior Manager Customer Care at blithequark, you'll be part of an ambitious team that's passionate about connecting our community with their loved ones and favorite destinations.
About the Role: Senior Manager Customer Care
We're seeking a seasoned Senior Manager Customer Care to spearhead our mid-travel recovery, post-travel recovery, and social media customer service initiatives. As a key member of our leadership team, you'll be responsible for developing and executing strategies that drive efficient service, high customer satisfaction, and regulatory compliance. This role is perfect for a customer-centric leader who is passionate about delivering exceptional experiences and has a proven track record of success in a fast-paced, dynamic environment.
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 customer interactions.
- Manage people, processes, and technology to support regulatory compliance, efficiency, and positive customer experiences, leveraging data-driven insights to inform decision-making.
- Serve as a subject matter expert on regulatory requirements and changes, providing guidance and support to the organization on matters such as Part 382, service animals, accessibility, and complaint resolution.
- Foster a culture that values employees and provides opportunities for growth and advancement, promoting a positive and inclusive work environment.
- Develop and maintain a strong feedback loop, using customer feedback to inform stakeholders across the organization and drive process improvements.
- Ensure 24/7 coverage for Central Reservations Control, supporting stations and irregular operations, and representing the customer and team in ongoing reviews of irregular operations management and service recovery.
- Identify customer and competitor trends, partnering with cross-functional leaders to improve processes and drive a positive customer experience.
- Monitor changes to DOT policies and procedures, as well as other international governing agencies, to stay ahead of the curve and ensure compliance.
Essential Qualifications:
- Bachelor's degree or 4 years of relevant work experience, with a strong background in customer-facing/customer service management.
- 3+ years of operational leadership experience in a highly regulated environment, preferably with a focus on airline complaint processes and DOT regulatory requirements.
- Proficient in Microsoft Office Suite applications, with the ability to analyze and interpret data, create reports, and communicate effectively in writing and verbally.
- Ability to work from home in a private office/distraction-free environment, with a hard-wired connection to your modem of at least 10 MBPS.
Preferred Skills:
- Experience managing people leaders, with a proven track record of developing and retaining high-performing teams.
- Familiarity with irregular operations, and the ability to navigate complex customer service scenarios.
- Currently holds or can obtain Complaint Resolution Official (CRO) status, demonstrating expertise in complaint resolution and regulatory compliance.
- Experience with customer communication platforms such as Salesforce, 15 Below, Sprout Social, and/or similar tools.
What We Offer: Comprehensive Benefits and Perks
At blithequark, we believe in taking care of our employees and providing a comprehensive benefits package that supports their well-being and financial security. As a Senior Manager Customer Care, you'll enjoy:
- A competitive salary and benefits package, including dental and vision coverage, PPO and high-deductible health plans, and health savings accounts (HSA and FSA).
- Dependent Care and 401(k) matching, helping you plan for the future and achieve your financial goals.
- Starting day one, free standby and discounted travel privileges for employees, family, and friends, making it easy to explore new destinations and stay connected with loved ones.
- Paid Time Off and holidays, allowing you to recharge and enjoy time with family and friends.
- Life and AD&D Insurance, providing peace of mind and financial protection for you and your loved ones.
- Employee Assistance Program, including counseling for employees and their families, supporting mental health and well-being.
- Fitness incentive and Stop Smoking Support, encouraging healthy habits and wellness.
Career Growth and Development Opportunities
At blithequark, we're committed to helping our employees grow and develop in their careers. As a Senior Manager Customer Care, you'll have opportunities to:
- Develop your leadership skills, overseeing teams and driving strategic initiatives that impact the customer experience.
- Stay up-to-date with industry trends and regulatory changes, expanding your knowledge and expertise in customer service and airline operations.
- Collaborate with cross-functional leaders, driving process improvements and innovation across the organization.
Our Culture: Inclusive, Dynamic, and Supportive
At blithequark, we pride ourselves on our inclusive, dynamic, and supportive culture. We believe in fostering a work environment that's collaborative, respectful, and empowering, where employees can thrive and grow. As a Senior Manager Customer Care, you'll be part of a team that's passionate about delivering exceptional customer experiences and making a positive impact in our community.
Equal Opportunity Employer
blithequark is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from individuals of all backgrounds, perspectives, and experiences, and are committed to providing a work environment that's free from discrimination and harassment.
Ready to Join Our Team?
If you're a customer-centric leader with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity to join our team as a Senior Manager Customer Care. With your skills, expertise, and dedication, we'll work together to revolutionize the travel experience and make a positive impact in our community.
Apply Now
Apply Now