Experienced Manager of Customer Experience and Irregular Operations Programs – Leading Enterprise Programs for Enhanced Employee and Customer Experience

Introduction to arenaflex There has never been a more exciting time to join arenaflex, as we embark on a journey to become a leader in our industry. Our shared purpose – Connecting People, Uniting the World – is about more than just connecting individuals; it's about uplifting and providing opportunities in the places where we work, live, and operate. With a presence in hundreds of locations worldwide, millions of customers, and tens of thousands of employees, we recognize the importance of a diverse and inclusive workforce in driving our success. Job Overview The Manager of Irregular Operations (IRROPS) Programs plays a critical role in leading enterprise programs that enhance the employee and customer experience during delays and cancellations. This position will collaborate with operating groups across customer strategy and innovation, airport operations, and technology organizations to identify and address customer and employee pain points related to irregular operations. By joining arenaflex, you will become an integral part of a team dedicated to delivering exceptional customer service while embodying a strong commitment to diversity and inclusion. Key Responsibilities Lead and manage complex cross-functional projects from ideation to implementation, ensuring seamless execution and minimal disruption to customers and employees. Collaborate across departments to rebuild and maintain the IRROPS playbook and standard operating procedures, driving process improvements and efficiency. Develop and implement organizational change strategies to support project success, leveraging data-driven insights and stakeholder feedback. Create executive-level presentations and deliver updates to leadership, providing actionable recommendations and progress reports. Utilize operational data and digital insights to identify gaps and monitor key performance metrics, informing data-driven decisions and optimizing program effectiveness. Essential Qualifications To be successful in this role, you will need: A Bachelor's degree in a relevant field, such as business administration, operations management, or a related discipline. At least 4+ years of direct and indirect leadership experience in large-scale, cross-functional workstreams, with a proven track record of driving project success and team collaboration. Excellent analytical capabilities and solutions-oriented thinking, with the ability to distill complex problems into actionable solutions. Proficiency in Microsoft Office, particularly PowerPoint and Excel, with the ability to create compelling presentations and data visualizations. Experience working with cross-functional groups at various organizational levels, with a strong ability to motivate and provide leadership to diverse teams. Preferred Qualifications While not required, the following qualifications are preferred: Field implementation experience, with a deep understanding of operational complexities and customer needs. Project management skills, with the ability to manage multiple projects simultaneously and prioritize tasks effectively. Career Growth and Development Opportunities At arenaflex, we are committed to the growth and development of our employees. This role offers opportunities for professional development, career progression, and leadership experience. You will be encouraged to bring new ideas to the table, and we will provide a pathway for you to develop your skills and expertise. Work Environment and Company Culture arenaflex values diverse experiences and perspectives, fostering an inclusive environment where everyone has the opportunity to contribute and grow. We promote collaboration across different levels and departments, encouraging a culture of teamwork, innovation, and continuous improvement. Our employee-run "Business Resource Group" communities provide a platform for employees to connect, share ideas, and drive positive change. Compensation, Perks, and Benefits We offer a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. This includes: A competitive salary based on experience, with opportunities for growth and development. Comprehensive health insurance plans, ensuring you and your loved ones are protected. A retirement savings plan with company matching, helping you plan for your future. Generous vacation and paid time off policy, allowing you to recharge and pursue your passions. Parental leave, 401k, and privileges such as space available travel, providing a great work-life balance. Why Join arenaflex? By joining arenaflex, you will become part of a dynamic team dedicated to delivering exceptional customer service while embodying a strong commitment to diversity and inclusion. This is an opportunity to play a key role in enhancing customer and employee experiences during travel disruptions, making a tangible impact in the industry. With a vibrant culture, diverse community, and numerous professional opportunities, Chicago is an excellent place to live and work. Conclusion If you are a motivated and experienced professional looking to make a difference in the industry, we encourage you to apply for this exciting opportunity. As a Manager of Customer Experience and Irregular Operations Programs at arenaflex, you will have the chance to lead enterprise programs, drive process improvements, and enhance the employee and customer experience. Don't miss this opportunity to join a team dedicated to connecting people and uniting the world. Apply today and take the first step towards a rewarding and challenging career with arenaflex! Apply for this job