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Sr. Director, Guest Care and Contact Centers

Company: Spirit Airlines, Inc.
Location: Miramar
Posted on: November 19, 2021

Job Description:

Sr. Director, Guest Care and Contact Centers

  • Miramar, Florida
  • Marketing
  • 4233 Job Description Overview

    At Spirit Airlines, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100's of new aircraft that will double our fleet!
    • Fly With A Winner: We are proud to be one of FORTUNE World's Most Admired-- Companies in 2021. Our constant growth and improvement mean boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.
    • The Giving Spirit :--We are committed to inspiring positive change in the cities where we work and live. That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.
    • Be Yourself : We want Team Members to feel empowered to bring their whole self to work and contribute to our success - that's why we're committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.
    • Travel The World : We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family. Job Summary: The Sr. Director, Guest Care will be responsible for the overall Guest experience strategy across omni-channels. He/She will drive Guest strategy to automate processes and implement self-service opportunities to increase Guest satisfaction.

      • Oversees the delivery of prompt, professional and accurate responses to Guest inquiries, complaints and compliments. Continually educate both Guests and Team Members of new and changing policies. Facilitate understanding of "the why" behind decisions made at the executive level. Manage stakeholder meeting to determine solutions to complaints, including recommended updates to FAQs, site content, collateral, policies (without reduction in economic outcome). Make sure content provided to Guests is aligned with the Spirit Way.
      • Leads the strategy and management of multi-site contact centers, contract negotiation and vendor management for a better guest experience.
      • Drives Spirit self-service strategy by connecting IT and guest experience to automate processes to increase guest satisfaction and reduce cost.
      • Partners with management to determine appropriate KPI measures for your group. Integrate into metrics book and provide on an ongoing basis for review. Use data to recommend opportunities to provide better service, lower costs, increase revenue and drive business forward.
      • Ensures all claims received are reviewed and resolved within company policy and government regulations. Familiarity with industry standards related to fairly compensating for mishandled luggage. Coordinate with industry liaisons to identify and deny fraudulent claims.
      • Maintains company compliance of DOT rules by being a subject matter expert in all consumer regulated areas. Foster a close relationship with the DOT in which the company can safely approach them for solutions to problems and challenge complaints filed against the company. Serve as a conduit by creating and educating taskforces to successfully and accurately implement rule additions and changes, and comment on proposed rules.
        Promptly and thoroughly respond to requests for information related to formal and informal actions. Mitigate fines by researching and providing supporting evidence to Proposed Consent Orders.
      • Manage conflicts, confrontations, and disagreements in a constructive manner. Takes steps to resolve conflict situations. Addresses and seeks to resolve formal and informal complaints from employees, Guests and stakeholders. Initiates and supports strategies and programs to manage conflict resulting from organizational change.
      • Dedicated to meeting Guests' expectations and needs without adding costs and complexity to the company. Help Guests self-serve with our FAQ's to reduce future costs to Spirit. Trending Guest feedback and providing to other departments for consideration of policy change.
      • Develop networks and builds alliances with key individuals or groups. Collaborates with a variety of individuals and groups across organizational boundaries. Identifies concerns of stakeholders to find common ground across interests. Manage competing initiatives between individuals or groups to eliminate barriers to building partnerships.
      • Monitors internal and external politics and issues that impact the organization. Considers political and organizational reality, the media, and special interests in decision making.
      • Fosters cooperation and teamwork within the organization. Creates an environment that encourages and rewards cooperation, collective problem solving, and collaborative decision making. Builds trust and open communication among team members and with stakeholders.
      • Able to work under pressure of near 100% accuracy while meeting inflexible deadlines. Must be available 24/7/365 days a year.
      • May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies change in workload, rush jobs or technical developments).

        • Bachelors Degree or equivalent experience
        • 10+ years of experience supporting contact centers with at least 3 years as a Director in large contact centers
        • Written Communication - Expresses facts and ideas in a strategic, convincing, and organized manner that is appropriate to the audience.
        • Corporate Complaint Resolution - Maintain expertise in DOT Disability and Air Consumer Access Act. Available 24/7/365 for station operational Needs.
        • DOT - Extensive knowledge in all Guest impacting rules and regulations. Understand impact of Notice of Proposed Rule Makings.
        • Financial Management/Budget - Plan and monitor expenditures to meet organizational objectives and compliance. Able to prepare annual budget documents and explain variance in monthly reports.
        • Legal - Provide evidence in small claims circuit and to support or deny claims against company.
        • People Management - Lead Team Members in understanding policy and compliance. Able to provide career development and conduct performance evaluations for Team Members to retain a competent workforce.
        • Must be able to travel up to 25% of the time national and internationally *Please be advised that you will be asked to complete a required assessment to be considered for this position. This assessment will be emailed to you after you apply. Please be sure to check your Spam folder and/or junk mail if you do not receive it. * We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits and much more. We strive to maintain a professional, yet friendly environment and promote professional and career development for our Team Members.
          EEOC Statement

          Spirit Airlines is an Equal Employment Opportunity employer. All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.

Keywords: Spirit Airlines, Inc., Hollywood , Sr. Director, Guest Care and Contact Centers, Executive , Miramar, Florida

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