**Senior Manager Customer Care – Remote Opportunity at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark as a Senior Manager Customer Care, where you'll play a critical role in shaping the future of our customer care operations. **About blithequark** blithequark is a unique hybrid low-cost carrier that's been making waves in the industry for over 40 years. With a strong presence in the US, Canada, Central America, and the Caribbean, we're committed to connecting our community with their favorite people and places. Our team is passionate, ambitious, and dedicated to providing safe, efficient, and personalized travel experiences. As a Senior Manager Customer Care, you'll be part of a growing airline that values innovation, resilience, and teamwork. **Job Summary** We're seeking an experienced Senior Manager Customer Care to lead our customer care operations, providing strategic direction and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. As a key member of our leadership team, you'll oversee people leaders, processes, and technology to ensure regulatory compliance, efficiency, and positive customer experiences. **Key Responsibilities** As a Senior Manager Customer Care, you'll be responsible for: * Overseeing the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team * Managing people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences * Serving as a subject matter expert on regulatory requirements and changes (e.g., Part 382, service animal, accessibility, complaint resolution) * Maintaining an environment that values employees and provides opportunities for individual growth and advancement * Using customer feedback to provide a strong feedback loop of actionable information to stakeholders across the organization * Ensuring 24/7 coverage for Central Reservations Control to support stations and irregular operations * Representing the customer and team for ongoing review of irregular operations management and service recovery * Identifying customer and competitor trends and partnering with cross-functional leaders to improve processes in support of a positive customer experience * Monitoring changes to DOT policies and procedures as well as other international governing agencies * Other duties as assigned **Qualifications** To be successful in this role, you'll need: * A 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** While not required, experience in the following areas is highly desirable: * 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 **Physical Requirements** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. **Why Join blithequark?** At blithequark, we're committed to providing a supportive and inclusive work environment that values diversity, equity, and inclusion. We offer a comprehensive benefit package, including: * Comprehensive benefit package including dental and vision * 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 **Equal Opportunity Employer** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values and respects the contributions of all employees. **How to Apply** If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job