Sun Country Airlines
Senior Manager Customer Care
Sun Country Airlines, Minneapolis, Minnesota, United States, 55400
Sun Country Airlines Senior Manager Customer Care Minneapolis, Minnesota
Description: We're not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable. With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world.Sun Country Airlines is seeking a Senior Manager Customer Care to provide strategy and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. This role leads people leaders overseeing teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. The Senior Manager Customer Care will work to provide the right vision, strategy, resources and support to help their team members deliver efficient service and maintain high satisfaction.Essential Roles and Responsibilities:
Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team.Manage people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences.Serve as a subject matter expert to the organization on regulatory requirements and changes (e.g. Part 382, service animal, accessibility, complaint resolution).Maintain an environment that values employees and provides opportunities for individual growth and advancement.Using customer feedback that is collected, provide a strong feedback loop of actionable information to stakeholders across the organization.Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations.Represent the customer and team for ongoing review of irregular operations management and service recovery.Identify customer & competitor trends and partner with cross-functional leaders to improve processes in support of a positive customer experience.Monitor any changes to DOT policies and procedures as well as other international governing agencies.Other duties as assigned.Qualifications:
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 Sun Country headquarters may be required.Preferred Skills:
Experience 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.Sun Country Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives. It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.#LI-LM1 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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Description: We're not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable. With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world.Sun Country Airlines is seeking a Senior Manager Customer Care to provide strategy and day-to-day execution of mid-travel recovery, post-travel recovery, and social media customer service. This role leads people leaders overseeing teams managing irregular operations, accessibility requests, schedule changes, customer complaints, regulatory compliance, and passenger communication. The Senior Manager Customer Care will work to provide the right vision, strategy, resources and support to help their team members deliver efficient service and maintain high satisfaction.Essential Roles and Responsibilities:
Oversee the performance of the Customer Care team, Central Reservations Control (CRC) team, and Social Media team.Manage people, process, and technology to support regulatory compliance, efficiency, and positive customer experiences.Serve as a subject matter expert to the organization on regulatory requirements and changes (e.g. Part 382, service animal, accessibility, complaint resolution).Maintain an environment that values employees and provides opportunities for individual growth and advancement.Using customer feedback that is collected, provide a strong feedback loop of actionable information to stakeholders across the organization.Ensure 24/7 coverage for Central Reservations Control to support stations and irregular operations.Represent the customer and team for ongoing review of irregular operations management and service recovery.Identify customer & competitor trends and partner with cross-functional leaders to improve processes in support of a positive customer experience.Monitor any changes to DOT policies and procedures as well as other international governing agencies.Other duties as assigned.Qualifications:
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 Sun Country headquarters may be required.Preferred Skills:
Experience 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.Sun Country Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives. It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.#LI-LM1 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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