At arenaflex, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right, a driving philosophy that guides every member of our team. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.
**About arenaflex**
arenaflex is a leading airline that offers 'Low Fares Done Right' to more than 100 destinations and growing in the United States, Canada, Dominican Republic, and Mexico on more than 350 daily flights. Headquartered in Denver, arenaflex's hard-working aviation professionals pride themselves in delivering the company's signature Low Fares Done Right service to customers. arenaflex is the proud recipient of the Federal Aviation Administration's 2018 Diamond Award for maintenance excellence and was recently named the industry's most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.
**Why Join arenaflex?**
At arenaflex, we like to think we're creating something very special for our team members. Work is why we're here, but the perks are nice too:
• Flight benefits for you and your family to fly on arenaflex Airlines
• Buddy passes for your friends so they can experience what makes us so great
• Discounts throughout the travel industry on hotels, car rentals, cruises, and vacation packages
• Discounts on cell phone plans, movie tickets, restaurants, luggage, and over 2,000 other vendors
• Enjoy a 'Dress for your Day' business casual environment
• Flexible work schedules that support work/life balance
• Total Rewards program including a competitive base salary, short-term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time, and medical/dental/vision insurance that begins the 1st of the month following your hire date.
• We play our part to make a difference. The HOPE League, arenaflex Airlines' non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship
**Job Summary**
We are seeking an experienced Regional Airport Customer Service Manager to join our team in Denver. As a Regional Airport Customer Service Manager, you will be responsible for delivering outstanding and safe operational performance, customer service, and financial performance in a number of arenaflex airport locations. You will be the primary arenaflex representative to both the airport and business partner for the stations within your region. In addition to daily operations, this position oversees seasonal and new station openings and seasonal closures of stations.
**Key Responsibilities**
• Safety: Be a champion for safety through accountability, awareness, and communication. Ensure that all employees, direct and business partner, understand the importance of safety and require that they conduct themselves in a manner that reflects this value and enhances the level of safety of the company.
• Operational Performance: Ensure outstanding operational performance in assigned cities. Work cross-functionally with other operational and planning departments to influence and improve day-to-day performance. Ensure business partner management and front-line visibility to station and corporate goals and drive continuous improvement through effective management and development of processes and procedures.
• Customer Service: Deliver superlative customer service through engagement, motivation, coaching, and leadership. Be a tireless advocate of Low Fares Done Right and effectively communicate its meaning to arenaflex's business partners and front-line teams.
• Fiscal Responsibility: Develop and manage multi-million-dollar budgets with accuracy. Continuously strive to lower costs through identification and elimination of inefficiencies and improvement of contracts.
• Executive interaction: Interact with arenaflex Officers and Directors. Collaborate with senior management to provide strategic and operational planning input for the Customer Service Division as well as the company. Report progress and results to senior management on a regular basis.
• Regulatory Compliance: Ensure compliance with all airline and government agency regulations and protocols. Monitor compliance with all FAA, TSA, and DOT regulations. Establish sound working relationships with FAA, TSA, Customs, Immigrations, airport authorities, and business partners. Where applicable, ensure all international requirements are met and complied with, working with CBP and governments where necessary to procure rights and slots.
• Vision: Keep an open mind to new ideas and ways of conducting business, while focusing on the Company's goals and business plan. Foster an environment where employee suggestions are vetted and implemented when in line with the company's direction.
• Visible and Active Leadership: Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partner leadership and employees to establish excellent two-way communication and manage the flow of correspondence to and from the stations. Be a role model for others to follow. Guide business partners as they partner to lead the day-to-day operations of our stations.
• Availability: Be available 24/7. This includes phone calls, texts, and email responses in real time.
• Data Analysis: Have the ability to interpret and pull reports from multiple company reporting platforms. Share operational performance reports with business partners to ensure transparency and performance to goals.
• Business Partner Satisfaction: Ensure each city in the region is led by experienced, motivated, energetic, polished, and professional business partner managers and supervisors who focus on safety, operational performance, customer service, communication, employee engagement, and fiscal performance.
• Reward and recognition: Identify successes and seek ways to recognize superior performance while ensuring high standards are set and maintained.
• Appearance: Ensure that a high standard is set with regard to the appearance of our business partners, facilities, and equipment.
• Administration and Quality Assurance: Manage the contractual requirements of the stations, ensuring that local management is adhering to the standards set. Monitor compliance with all training, safety, financial, and operational goals, ensuring that business partners understand and perform to the level of expectation and operational excellence expected by arenaflex.
• Technology: Assist in the assessment, justification, implementation, and performance of technology to make our stations as efficient as possible, working with the Information Technology division (IT).
**Other Functions**
• Work directly with the Customer Service Training Manager during the development of training curricula to ensure quality control and effectiveness of all training.
• Manage special projects and committees.
• Perform other functions as assigned by the Director, Stations.
• Fluency in Spanish required for predominantly Spanish-speaking or Latin American locations.
**Qualifications**
• Bachelor's degree required or equivalent work experience
• 5+ years prior passenger airline experience in a leadership role
• Previous City Manager experience
**Knowledge, Skills, and Abilities**
• Must have a high level of initiative, strong team-building skills, excellent communication skills, the ability to teach others leadership techniques, and a complete understanding of station management responsibilities. Must have a desire to serve others and travel flexibility. Must be self-motivated, a good listener, innovative, and a coach.
• Ability to effectively manage multiple, concurrent projects and priorities
• Ability to effectively manage and justify station budgets
• Ability to demonstrate superior instructional and facilitation skills
• Ability to manage and mentor business partners in an effort to make the customer service experience uniform across the system.
• Skill in interpersonal communications, leadership, delegation, collaboration, critical-thinking, and problem-solving
• Knowledge and understanding of Federal Aviation Administration Regulations, Transportation Security Administration, Department of Transportation, Americans with Disabilities Act, as well as any other regulatory entities
**Travel**
Frequent (up to 75%)
**Equipment Operated**
Standard office equipment, including PC, copier, fax machine, printer
**Work Environment**
• This role will be based in Denver, CO via a remote work from home arrangement with 75% travel
• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
• Outdoor work, around heavy equipment – all types of weather
**Physical Effort**
Position requires strenuous physical work. Heavy lifting, pushing, or pulling of objects up to 100 pounds occasionally and/or up to 50 pounds frequently.
**Supervision Received**
Considerable Latitude: The incumbent establishes methods and procedures for attaining specific goals and objectives, and receives guidance in terms of broad goals. Only the final results of work are typically reviewed.
**Positions Supervised**
• General Manager ACS
• Regional Supervisor
• ACS Manager
**Salary Range**
$81,752 - $108,511
• Relocation offer assistance available
• In addition to your base salary, you will be eligible to earn an annual short-term incentive, at the discretion of arenaflex's Board of Directors or one of such board's committees, based on the attainment of performance metrics for arenaflex and/or individual performance objectives, in each case established and evaluated by such board or one of its committees. Your target annual bonus will be (%10) of your base salary, but the actual amount of your annual bonus may range (0% - %20) of your base salary.
**Disclaimer**
The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.
**Equal Opportunity Employer**
arenaflex Airlines is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status, or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
**Zero Tolerance Drug-Free Workplace**
arenaflex Airlines is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP). Further, any applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with arenaflex.
**Apply Now**
If you are a motivated and experienced leader who is passionate about delivering exceptional customer service and operational performance, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information].