Customer Service Manager - Airport Operations Leadership Role | Driving Team Excellence & Customer Experience in Aviation

Join arenaflex: Where Your Career Takes Flight

Are you ready to explore a universe of possibilities, both at work and during your downtime? Join the arenaflex family, and you'll travel the globe, expand your expertise, and become the best version of yourself. As you embark on an exciting new journey, you'll tackle challenges with flexibility and grace, acquiring new skills and advancing your career while having a great time. Imagine a place where you can enhance both your personal and professional life – that opportunity awaits you at arenaflex!

As one of the world's leading aviation companies, arenaflex connects millions of customers to hundreds of destinations across the globe. We pride ourselves on delivering exceptional travel experiences while fostering a culture of inclusion, safety, and operational excellence. Our people are the heart of our organization, and we're searching for a dynamic leader who shares our passion for customer service and team development.

Why You'll Love This Role at arenaflex

arenaflex is seeking a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within our organization. With our comprehensive management development program, you will be able to develop yourself to be the best leader you can be within the arenaflex family.

As a Customer Service Manager at arenaflex, you'll ensure a safe, high-performing operation by leading, engaging, training, and developing frontline team members. You'll support your team's efforts by creating a secure, reliable operation while delivering an exceptional customer experience. This role is perfect for someone who thrives in a fast-paced, dynamic environment and is passionate about safety, teamwork, leadership, and delivering a quality product to our customers, frontline teams, and partners.

Customer Service Managers at arenaflex are empowered to foster an environment that develops our frontline team members and promotes mutual respect, trust, accountability, and core values while connecting people and improving lives during our daily operations. This position is a member of the Domestic Airports Group within the Customer Experience Division.

What You'll Do

As a Customer Service Manager, you will play a pivotal role in driving operational excellence while maintaining a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and wellbeing. Your daily responsibilities will include:

• Champion Safety: Act as a safety advocate by identifying safety concerns and addressing them appropriately and promptly


• Set Goals & Develop Talent: Establish team and individual goals in support of departmental and company objectives; coach and mentor frontline team members in skill development, customer service elevation, and company culture behaviors


• Build Relationships: Establish and promote effective partnerships with team members that foster empathy, authenticity, integrity, respect, and dignity


• Resource Management: Effectively allocate resources and provide appropriate support to enable teams to achieve operational goals in a safe manner


• Ensure Operational Safety & Reliability: Conduct self-reviews, observations, root cause analyses, and other related safety compliance activities


• Foster Collaboration: Promote effective communication among departments to engage our teams to work together to achieve shared goals


• Policy Compliance: Experience with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy and procedures


• Embrace Our Core Values: Demonstrate commitment to our fundamental values including enthusiasm, accountability, efficiency, reliability, trustworthiness, optimism, sincerity, energy, and dedication


• Problem Solving: Resolve complex service deficiencies with minimal supervision


• Communication: Serve as a strong communicator with all levels of the operation


• Multi-Tasking: Handle multiple software programs simultaneously to quickly troubleshoot operations and determine best course of action throughout the day


• Flight Operations: Coordinate operations for frontline team members to operate flights at gates dynamically


• System Utilization: Use GS Realtime and various programs (such as Prime, GETNG, Sabre) to identify and grant day-of overtime, provide staffing inputs, and generate reports


• Time Management: Be proactive and efficient with time management


• Flexibility: Work additional hours when there are operational requirements


• Shift Work: Work rotating shifts including weekends, holidays, and days off

Qualifications We're Seeking

Basic Qualifications

• Bachelor's Degree from an accredited institution


• Must be 18 years of age or older


• Valid passport or the ability to obtain one (USPS clearance or ability to obtain USPS clearance - USPS has a five-year US residency requirement)


• Ability to pass a comprehensive background investigation and drug screen

Preferred Qualifications & Experience

• Prior training and professional experience in a leadership role


• Previous airport customer service experience in the aviation industry


• Minimum of 3 years of experience leading others


• Knowledge of company policies and procedures and practical automation applications


• Familiarity with airline reservation and operations systems

Skills, Licenses & Certifications

To succeed in this role, you'll need a diverse set of skills that enable you to bring out the best performance in our workforce through proactive employee engagement and support for an inclusive workspace:

• Active Listening: Ability to truly listen - focusing on what others are saying, taking time to understand the points being made, asking questions as appropriate


• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems


• Performance Monitoring: Ability to monitor and assess performance of self, colleagues, and operations to make improvements or take corrective action


• Problem Solving: Strong analytical and problem-solving abilities to address complex operational challenges


• Teamwork: Ability to work independently as well as collaboratively with cross-functional teams


• Resilience: Ability to work under demanding operational situations and high-pressure environments


• Prioritization: Ability to prioritize and execute with urgency and precision


• Business Judgment: Capacity to use sound business judgment to resolve issues with internal and external customers


• Coordination: Ability to coordinate station activities and collaborate with multi-functional departments and vendors to ensure essential requirements are met for a safe, efficient, on-time operation


• Technical Skills: Proficiency in Microsoft Office including Word, Excel, PowerPoint, Outlook, and other productivity tools

What You'll Get from arenaflex

At arenaflex, we believe in taking care of our team members so they can take care of our customers. Here's just some of what you can expect when you join our family:

Comprehensive Health & Wellness

• Medical, dental, prescription, and vision benefits starting from day one


• Virtual doctor visits for convenient healthcare access


• Flexible spending accounts to help you manage healthcare costs


• Employee Assistance Program (EAP) for mental health and wellness support


• Wellness programs with resources and support to help you be your best self

Financial Security

• Competitive hourly compensation of $27/hour


• 401(k) retirement program available upon hire (with company contributions after one year of service, depending on workgroup)


• Employee stock purchase programs

Travel Perks & Discounts

• Free or discounted travel for you and your family members on arenaflex flights


• Discounts on hotels, rental cars, cruises, and vacation packages


• Employee travel privileges to hundreds of destinations worldwide

Additional Benefits

• Pet insurance options


• Tuition reimbursement for continuing education


• Professional development and career growth opportunities


• Uniform allowance (where applicable)


• Paid time off and leave programs

Work Environment & Culture at arenaflex

At arenaflex, we believe that our differences make us stronger. From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of our dynamic workforce. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, vendors, communities, and shareholders, helping employees reach their full potential and creating an inclusive workplace to address and exceed the challenges of our diverse world.

You'll find a collaborative, supportive environment where your voice matters and your contributions are recognized. We foster a culture of mutual respect, continuous learning, and operational excellence. As part of our team, you'll have the opportunity to work with passionate professionals who are committed to delivering exceptional travel experiences while prioritizing safety and customer satisfaction.

Our Chicago hub offers a vibrant, fast-paced work environment where no two days are alike. You'll have the chance to interact with diverse customers and team members, solve complex operational challenges, and make a real impact on the travel experience of millions of passengers.

Career Growth & Development

At arenaflex, your career path is limited only by your ambition. As a Customer Service Manager, you'll gain invaluable leadership experience and operational expertise that can serve as a foundation for numerous advancement opportunities within the organization. Many of our senior leaders began their careers in frontline roles and progressed through dedicated development programs.

We invest heavily in your growth through:

• Comprehensive onboarding and training programs


• Leadership development courses


• Mentorship opportunities with experienced managers


• Cross-functional exposure to different areas of the business


• Performance-based promotion pathways

Ready to Take Flight?

Are you ready to feel profound satisfaction and fulfillment as you do your part to keep one of the world's leading airlines running smoothly while caring for people on their life's journey? Come as you are at arenaflex.

This is your opportunity to join a team of dedicated professionals who are passionate about aviation, customer service, and leadership. If you're ready to embrace challenges, develop your skills, and make a meaningful impact, we encourage you to apply today.

At arenaflex, we value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates from all backgrounds to apply and join our team.

Apply now and take the first step toward an exciting career with arenaflex!

Note: This position requires the ability to work rotating shifts, including weekends, holidays, and days off. All candidates must pass a comprehensive background check and drug screening prior to employment.