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. We are on a path towards becoming a leader in our industry, driven by our shared purpose of connecting people and uniting the world. As a global company operating in hundreds of locations around the world, serving millions of customers, and employing tens of thousands of employees, we recognize the unique responsibility that comes with our presence. We are committed to uplifting and providing opportunities in the places where we work, live, and operate, and we believe that this can only be achieved with a truly diverse and inclusive workforce. Job Overview The Manager of Irregular Operations (IRROPS) Programs at arenaflex leads enterprise programs designed to improve the employee and customer experience during delays and cancellations. This role involves partnering with various operating groups across customer strategy and innovation, airport operations, and technology organizations to identify and solve customer and employee pain points related to irregular operations. The ideal candidate will have a strong background in leadership, project management, and analytical skills, with the ability to motivate and provide leadership to cross-functional teams. Key Responsibilities Lead and manage complex cross-functional projects from ideation to implementation, ensuring that all stakeholders are aligned and that project goals are met. Collaborate across departments to rebuild and maintain the IRROPS playbook and standard operating procedures, ensuring that all processes are up-to-date and effective. Develop and implement organizational change strategies to support project success, including communicating changes to stakeholders and ensuring a smooth transition. Create executive-level presentations and deliver updates to leadership, providing insights and recommendations on how to improve the customer and employee experience. Utilize operational data and digital insights to identify gaps and monitor key performance metrics, making data-driven decisions to drive improvements. Essential Qualifications To be successful in this role, you will need to have a Bachelor's degree in a relevant field, with a minimum of 4+ years of direct and indirect leadership experience in large-scale, cross-functional workstreams. You will also need to have excellent analytical capabilities, solutions-oriented thinking, and proficiency in Microsoft Office, especially PowerPoint and Excel. The ability to motivate and provide leadership, as well as experience working with cross-functional groups at various organizational levels, is essential. Preferred Qualifications Field implementation experience and project management skills are preferred, as is experience working directly with frontline teams. A strong understanding of the airline industry and irregular operations is desirable, as is experience with data analysis and digital insights. Certifications in project management or a related field are a plus, as is experience with change management and organizational development. Career Growth and Development Opportunities At arenaflex, we are committed to the growth and development of our employees. We offer opportunities for professional development and career progression, encouraging individuals to bring new ideas to the table and providing a pathway for leadership and project management experience. Our goal is to help our employees achieve their full potential, and we provide the support and resources needed to make this happen. Company Culture and Environment arenaflex values diverse experiences and perspectives, encouraging an inclusive environment where everyone has the opportunity to contribute and grow. We promote collaboration across different levels and departments, fostering a culture of teamwork and innovation. Our employees are our greatest asset, and we are committed to creating a work environment that is engaging, supportive, and rewarding. Compensation and Benefits We offer a competitive benefits package aimed at keeping our employees happy, healthy, and well-traveled. This includes a comprehensive health insurance plan, retirement savings plan with company matching, and generous vacation and paid time off policy. We also offer employee-run "Business Resource Group" communities, parental leave, and privileges such as space available travel. Why Join arenaflex? Joining arenaflex means becoming part of a 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. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Conclusion In conclusion, the Manager of Customer Experience and Irregular Operations Programs at arenaflex is a critical role that requires strong leadership, project management, and analytical skills. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. With a competitive benefits package, opportunities for career growth and development, and a commitment to diversity and inclusion, arenaflex is the perfect place to take your career to the next level. How to Apply To apply for this role, please submit your application, including your resume and a cover letter, to our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Apply for this job