Experienced Senior Manager Customer Care Leader – Strategic Travel Recovery and Social Media Customer Service Expert

Introduction to blithequark

Imagine being part of a dynamic and innovative team that is revolutionizing the travel industry. At blithequark, we're not just another airline - we're a unique hybrid low-cost carrier that offers a diverse range of services, including scheduled flights, charter operations, and cargo services. With over 40 years of experience and a strong presence in Minnesota, we're committed to making travel more accessible and enjoyable for our customers. As a Senior Manager Customer Care at blithequark, you'll play a vital role in shaping our customer service strategy and ensuring that our customers receive exceptional support throughout their journey.

Job Overview

The Senior Manager Customer Care is a critical leadership role that oversees the day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a seasoned customer care professional, you will lead a team of people leaders who manage irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. Your expertise and vision will help us deliver efficient service, maintain high customer satisfaction, and drive business growth.

Key Responsibilities

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

Qualifications and Skills

To be successful in this role, you'll need:

• A Bachelor's degree or 4 years of relevant work experience in customer-facing or 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
• Proficiency in Microsoft Office Suite applications and ability to analyze and interpret data, create reports
• Strong written and verbal communication skills, with the ability to work effectively with cross-functional teams and stakeholders
• 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
• Periodic commute to blithequark headquarters may be required

Preferred Skills

• Experience managing people leaders and leading high-performing teams
• Experience with irregular operations and complaint resolution
• 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 Development

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Senior Manager Customer Care, you'll have access to:

• Comprehensive training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth within the company
• A supportive and collaborative work environment that values diversity, equity, and inclusion
• Recognition and rewards for outstanding performance and contributions to the company

Work Environment and Company Culture

At blithequark, we pride ourselves on our unique and dynamic company culture. As a Senior Manager Customer Care, you'll be part of a team that:

• Values and respects every employee's contribution to the business
• Believes in the importance of diversity, equity, and inclusion in the workplace
• Offers a range of benefits and perks, including comprehensive health insurance, 401(k) match, paid time off, and discounted travel privileges
• Encourages open communication, feedback, and collaboration across teams and departments

Compensation and Benefits

As a Senior Manager Customer Care at blithequark, you'll receive a competitive salary and benefits package, including:

• Comprehensive benefit package, including dental and vision insurance
• PPO and high deductible health plans, as well as health savings accounts (HSA and FSA)
• Dependent care and life insurance benefits
• 401(k) match and paid time off
• Discounted travel privileges for employees, family, and friends
• Opportunities for career advancement and professional growth

Conclusion

If you're 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 commitment to innovation, customer satisfaction, and employee growth, we offer a unique and rewarding work environment that will help you achieve your career goals. Join our team and be part of a dynamic and exciting journey in the travel industry!