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Why arenaflex?
arenaflex is a dynamic leader in the travel and hospitality industry, delivering unforgettable vacation experiences to millions of guests each year. Our commitment to safety, innovation, and exceptional service has made us a trusted brand for travelers seeking seamless, high‑quality vacation packages. As we continue to expand our portfolio of destinations, partnerships, and digital solutions, we need visionary leaders who can champion the customer journey from booking through post‑travel, ensuring that every guest feels valued, protected, and delighted.
Position Overview
The Senior Manager, Vacation Customer Operations will own the strategic and tactical execution of the post‑booking, in‑destination, and post‑travel phases of our vacation products. This role sits at the intersection of operations, safety, crisis management, and customer engagement, reporting directly to the Vice President of Product & Loyalty. You will lead a high‑performing team responsible for delivering consistent, world‑class experiences, while collaborating closely with arenaflex’s Contact Center, Product, Partnerships, and third‑party suppliers.
Key Responsibilities
- Team Leadership & Development: Coach, mentor, and grow a diverse team of operations specialists, ensuring high engagement, clear career pathways, and a culture of continuous improvement.
- End‑to‑End Vacation Journey Management: Oversee all touchpoints after a vacation is booked—including destination support, on‑site assistance, and post‑travel follow‑up—to guarantee seamless experiences.
- Policy & Procedure Design: Create and refine policies for issue resolution, escalation, and compliance, working hand‑in‑hand with Customer Relations and legal teams.
- Customer Satisfaction & NPS Management: Lead the Net Promoter Score (NPS) program, transform feedback into actionable insights, and share learnings with Product, Partnerships, and Marketing.
- Health, Safety & Compliance: Direct compliance initiatives for in‑destination activities, health & safety protocols, and the execution of the Safety Management System (SMS) for vacation packages.
- Crisis & Incident Management: Serve as the primary lead for the Incident Management System, orchestrating emergency communications, evacuations, and rapid response plans.
- Contact Center Partnership: Jointly manage contact‑center performance with Customer Service & Support (CS&S), balancing service excellence with revenue generation.
- Process Optimization: Identify workflow bottlenecks, champion technology adoption, and lead cross‑functional projects that enhance operational efficiency.
- Strategic Contribution: Participate in the Vacations leadership team to shape product strategy, set performance targets, and drive growth initiatives.
- Metrics & Reporting: Own key operational KPIs such as NPS, average handling time, first‑time resolution, and compensation handling, delivering regular performance dashboards to senior leadership.
- Stakeholder Alignment: Facilitate collaboration across internal and external partners—including third‑party vendors, destination authorities, and technology providers—to ensure unified execution.
Essential Qualifications
- U.S. citizenship or current, unrestricted authorization to work in the United States (no sponsorship available).
- High school diploma or GED required; bachelor’s degree or equivalent experience strongly preferred.
- 5+ years of progressive leadership experience in operations, product management, or customer service within a travel‑focused, SaaS, or hospitality environment.
- Demonstrated success leading cross‑functional teams and managing large, complex projects with measurable outcomes.
- Hands‑on experience with travel health & safety compliance, crisis response, and incident management systems.
- Proven ability to develop and execute policies that improve customer experience and operational resilience.
- Fluency in data‑driven decision making—experience analyzing NPS, CSAT, handling time, and other performance metrics to drive continuous improvement.
Preferred Experience & Skills
- Background in airline vacation packages, online travel agencies, or hospitality operations.
- Experience managing or supporting contact‑center environments, especially in high‑volume, multi‑channel settings.
- Track record of building and scaling customer advisory boards or feedback loops.
- Strong storytelling ability—translating complex operational data into compelling narratives for senior leaders.
- Expertise influencing senior stakeholders across functional silos with conflicting priorities.
- Capability to travel up to 40% of the time, including occasional on‑site visits to destination partners or arenaflex corporate offices.
Core Competencies
- Influence & Negotiation: Ability to align disparate groups behind a common vision.
- Problem‑Solving & Innovation: Comfortable tackling ambiguous challenges and designing creative solutions.
- Communication Excellence: Clear, concise written and verbal skills; adept at presenting to executives and front‑line staff alike.
- Risk Management: Instinct for spotting financial, operational, and reputational risks before they materialize.
- Resilience Under Pressure: Thrive in fast‑paced, deadline‑driven environments while maintaining composure.
- Customer‑Centric Mindset: Passion for delivering the kind of experience that turns first‑time travelers into lifelong brand advocates.
Culture & Work Environment at arenaflex
At arenaflex, we champion a culture built on collaboration, inclusion, and continuous learning. Our Dallas‑based headquarters is a vibrant campus where face‑to‑face interaction fuels creativity and camaraderie. We believe that a supportive environment empowers employees to take risks, share ideas, and grow both personally and professionally. As a senior leader, you will model the arenaflex Way—embracing transparency, respect, and a relentless focus on safety and customer delight.
Career Growth & Learning Opportunities
- Access to arenaflex’s Leadership Development Academy, offering executive coaching, mentorship programs, and cross‑functional rotations.
- Opportunity to shape industry‑defining safety standards and influence the future of vacation travel on a global scale.
- Eligibility for high‑visibility projects that interact directly with C‑suite executives and external partners.
- Support for advanced certifications in risk management, hospitality operations, and data analytics.
Compensation, Benefits & Perks
arenaflex values the contributions of its leaders and offers a competitive total rewards package:
- Base Salary: $148,500 – $165,000 annually, commensurate with experience and qualifications.
- Performance Bonus: Discretionary annual bonuses for leaders who exceed key metrics.
- Travel Privileges: Complimentary flight benefits on all arenaflex routes for you and eligible dependents.
- Retirement Savings: Company‑matched 401(k) contributions up to 9.3% of eligible earnings, plus potential profit‑sharing contributions.
- Health & Wellness: Comprehensive medical, dental, vision, and pet insurance plans available from day one, with a 30‑day enrollment window.
- Work‑Life Balance: Generous paid time off, flexible scheduling where operationally feasible, and a supportive environment for personal development.
- Employee Assistance: Access to counseling services, financial planning resources, and wellness programs.
Application Process
If you are ready to lead a transformational team, safeguard traveler wellbeing, and elevate arenaflex’s vacation portfolio to new heights, we want to hear from you. Click the link below to submit your application and join a company where your expertise will directly shape unforgettable travel experiences for millions.
Apply Now – Senior Manager, Vacation Customer Operations
arenaflex is an Equal Opportunity Employer
We actively seek diverse perspectives and encourage applicants of all backgrounds, identities, and experiences to apply. Together, we create a workplace where every voice is heard, respected, and celebrated.
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