Join the Team at blithequark
Are you a customer-centric leader looking for a new challenge in the air travel industry? Do you have a passion for delivering exceptional customer experiences and leading high-performing teams? Look no further than blithequark, a unique hybrid low-cost carrier with over 40 years of experience in the industry. We're seeking a Senior Manager Customer Care to join our team and help us make travel more attainable for our customers.
About blithequark
blithequark is not your average airline. We're agile, resilient, and full of uncommon opportunity. Our team is focused on connecting our community with their favorite people and places, and we're looking for talented individuals like you to help us achieve our goals. With a growing network of scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world, we're an exciting place to work and grow your career.
Job Summary
We're seeking a Senior Manager Customer Care to provide strategy and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a Senior Manager Customer Care, you'll lead people leaders overseeing teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. Your goal will be to provide the right vision, strategy, resources, and support to help your team members deliver efficient service and maintain high 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
- Using customer feedback that is collected, 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 & 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
Essential 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
What We Offer
At blithequark, we're committed to providing our employees with the resources and support they need to succeed. As a Senior Manager Customer Care, you'll enjoy a comprehensive benefit package, including:
- Dental and vision insurance
- 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, & 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
Work Environment and Culture
At blithequark, we value our employees and strive to create a work environment that is inclusive, supportive, and empowering. We believe in:
- Embracing diversity and promoting equality of opportunity
- Fostering a culture of respect, empathy, and understanding
- Providing opportunities for growth and development
- Encouraging work-life balance and flexibility
Career Growth Opportunities
At blithequark, we're committed to helping our employees grow and develop their careers. As a Senior Manager Customer Care, you'll have opportunities to:
- Develop your leadership skills and expertise
- Contribute to the development of our customer experience strategy
- Collaborate with cross-functional teams to drive business results
- Participate in training and development programs
How to Apply
If you're a motivated and customer-focused leader looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!
Equal Opportunity Employer
blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.
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