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About arenaflex – Elevating the Travel Experience
At arenaflex, we are redefining the way people move across the globe. As a leading airline and travel solutions provider, we combine cutting‑edge technology, a passionate workforce, and an unwavering commitment to safety, service, and sustainability. Our mission is to make every journey memorable, whether it’s a business trip, a family vacation, or a crew member’s personal travel. We foster an environment where innovation thrives, employees are empowered, and customers are delighted.
Why This Role Matters
The Senior Customer Support Operations Manager is the engine that drives arenaflex’s world‑class service experience. You will shape how we engage with our valued crewmembers, corporate partners, and travelers, ensuring that every interaction reflects our core values of Safety, Caring, Integrity, Passion, and Fun. This position is a unique blend of people leadership, strategic partnership management, and operational excellence.
Role Overview
Reporting to the Vice President of Customer Experience, you will lead a dynamic group of supervisors and frontline agents across multiple specialized support desks. Your mandate includes developing talent, optimizing processes, managing budgets, and partnering with senior leaders to deliver seamless, cost‑effective, and revenue‑generating customer interactions.
Key Responsibilities
- Leadership & Talent Development – Coach, mentor, and elevate supervisors and agents, creating clear career pathways and fostering a high‑engagement culture.
- Change Management – Guide teams through process enhancements, technology rollouts, and organizational shifts with proven change‑leadership methodologies.
- Budget Ownership – Prepare, monitor, and report on departmental budgets, conduct variance analysis, and implement cost‑control initiatives.
- Cross‑Functional Collaboration – Partner with General Managers, Directors, and VPs across arenaflex to align support strategies with broader business objectives.
- Tool & Process Optimization – Evaluate, select, and deploy performance‑boosting tools; oversee training programs and continuous improvement cycles.
- Escalation Management – Personally handle high‑severity escalations, legal‑related complaints, and complex recovery cases, ensuring swift and satisfactory resolutions.
- Strategic Partnerships – Build and nurture relationships with corporate travel accounts, government agencies, and other B2B partners.
- Data‑Driven Decision Making – Leverage analytics to monitor service levels, identify trends, and drive actionable insights.
- Project Leadership – Lead cross‑departmental initiatives, from system integrations to new service launches.
- Compliance & Safety Advocacy – Promote the arenaflex Safety Management System (SMS) and ensure all interactions meet regulatory standards.
Team Structure & Areas of Oversight
You will oversee one or more of the following specialized support desks, each critical to arenaflex’s diverse customer base:
- Business‑to‑Business Desk (B2B) – Handles meetings, corporate travel contracts, large‑group bookings, government contracts, and unique group travel requests.
- Crew Travel Desk – Supports arenaflex crewmembers with both business and leisure travel, and develops partner e‑ticketing agreements.
- Customer Recovery Specialists – Manages irate or escalated communications across email, chat, and phone, including legal threats, medical incidents, and regulatory complaints (e.g., ACAA, DOT).
- General Customer Support – Delivers timely assistance to all travelers—voice and digital—covering arenaflex and interline bookings, including premium (Mosaic) customers.
- Group Booking Team – Coordinates travel for groups of ten or more, ensuring synchronized itineraries and seamless execution.
Essential Qualifications
- High School Diploma or GED required.
- Minimum 5 years of customer service, sales, or airline experience, OR 3 years of arenaxperience within arenaflex’s Customer Experience (CEX) division.
- At least 5 years of leadership or supervisory experience, ideally within the airline or travel industry.
- Exceptional written and verbal communication skills.
- Demonstrated ability to thrive in a fast‑paced, constantly evolving environment.
- Strong prioritization and multitasking capabilities.
- Proven independent work ethic and team‑oriented mindset.
- Advanced research and analytical skills, with experience producing compliant reports.
- Willingness to travel occasionally (approximately 10% overnight trips).
- Flexible availability for nights, weekends, and holidays.
- Proficiency with Microsoft Office Suite and web browsers.
- Successful completion of a ten‑year background investigation and pre‑employment drug screening.
- Legal authorization to work in the United States (no visa sponsorship available).
Preferred Qualifications & Add‑On Expertise
- Bachelor’s degree in Business, Hospitality, Aviation Management, or a related field.
- Hands‑on experience with Sabre Interact reservation system.
- Familiarity with Aspect Scheduling Suite or similar workforce management tools.
- Fluency in Spanish (spoken, written, and translation) – a strong asset for serving diverse markets.
- Outstanding project management and time‑management abilities.
Core Skills & Competencies for Success
- Strategic Thinking – Ability to align day‑to‑day operations with long‑term business goals.
- Emotional Intelligence – Sensitivity to team dynamics and customer sentiment.
- Analytical Acumen – Comfortable interpreting KPIs, service metrics, and financial data.
- Technology Savvy – Quick adopter of new platforms, AI‑driven tools, and digital communication channels.
- Negotiation & Conflict Resolution – Skilled at de‑escalating high‑stakes situations.
- Coaching Mindset – Passion for developing people, delivering constructive feedback, and celebrating achievements.
- Safety Advocacy – Commitment to the arenaflex Safety Management System and regulatory compliance.
Work Environment & Culture at arenaflex
Our headquarters features a modern, collaborative office space designed for comfort and productivity. Agents and supervisors benefit from flexible work‑from‑home options, ergonomic workstations, and state‑of‑the‑art technology. arenaflex’s culture is built on:
- Safety First – Every employee acts as a Safety Ambassador.
- People‑Centric – We empower our crewmembers and staff to bring their whole selves to work.
- Innovation – Continuous improvement is baked into every process.
- Fun & Passion – Celebrations, team‑building events, and recognition programs keep morale high.
Compensation, Benefits & Perks
arenaflex offers a competitive total‑reward package designed to attract top talent:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based annual bonus tied to team and company outcomes.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company matching contributions.
- Generous paid time off, including vacation, sick leave, and holidays.
- Travel benefits for employees and eligible family members—including discounted fares on arenaflex flights.
- Professional development stipend for certifications, conferences, or continuing education.
- Employee assistance program, wellness resources, and on‑site fitness facilities at select locations.
Career Growth & Learning Opportunities
As a senior leader, you will have clear pathways to advance within arenaflex’s global operations. Potential next steps include Director of Customer Experience, Vice President of Service Operations, or regional executive roles. We invest heavily in leadership development, mentorship programs, and cross‑functional rotations to broaden your expertise.
Application Process
If you are ready to lead a high‑performing support organization, shape industry‑defining customer experiences, and grow your career with a forward‑thinking airline, we want to hear from you. Submit your resume and a compelling cover letter outlining your relevant achievements and vision for the role.
Apply Now – Join arenaflex Today!