Customer Service Manager – Airport Operations & Frontline Leadership | $25/Hour | Philadelphia

About arenaflex

Are you ready to take your career to new heights while exploring a world of opportunity both at work and beyond? At arenaflex, we believe that the journey matters just as much as the destination. When you join our Philadelphia-based airport operations team, you'll be part of a dynamic organization that connects people across the globe, invests in your professional development, and empowers you to become the best version of yourself. Whether you are leading a team through a busy travel day or developing strategies to elevate the customer experience, you'll face challenges with adaptability, grace, and a spirit of genuine hospitality. We invite you to advance both your personal life and your career — and come aboard the arenaflex family today.

Why You'll Love This Role

arenaflex is searching for an ambitious, goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, broaden their knowledge, and grow their network within the organization. Through our structured leadership development program, you will have the tools, mentorship, and resources you need to become the most effective leader you aspire to be in the arenaflex operation.

As a CSM, you will ensure a safe, high-performing operation by leading, engaging, coaching, and developing our frontline colleagues. You will support your team's day-to-day work by creating a secure, reliable, and welcoming environment while delivering an exceptional experience to every customer who walks through our doors. If you are energized by a fast-paced, ever-changing atmosphere and are passionate about safety, teamwork, leadership, and delivering a quality experience to our customers, partners, and vendors — this is the role for you.

This position is a key member of the Airports Team within the Customer Experience Division, reporting directly to the Senior Operations Leadership team in Philadelphia.

What You'll Do

• Drive operational excellence while maintaining a safety-conscious environment that elevates end-to-end customer care, resulting in elevated employee and customer safety, well-being, and satisfaction.
• Serve as a safety advocate: actively look for safety concerns, address them on the spot, and partner with the Safety Team to implement corrective action plans when needed.
• Establish team and individual goals in support of departmental and company objectives; coach and mentor frontline colleagues in skill development, customer service excellence, and company culture behaviors.
• Build and promote effective relationships with team members that foster empathy, authenticity, honesty, respect, and pride across the operation.
• Effectively allocate resources and offer appropriate support to enable teams to meet operational goals in a safe and efficient manner.
• Ensure the ongoing safety and reliability of operations by conducting self-audits, observations, root cause analyses, and other related safety engagement activities.
• Promote effective communication across departments to unite teams in pursuit of shared goals and unified customer experience outcomes.
• Apply working knowledge of the Joint Collective Bargaining Agreement (JCBA) and ensure that all team members adhere to corporate policy and procedure.
• Embody our core values in everything you do: passion, accountability, efficiency, reliability, integrity, optimism, genuineness, motivation, and dedication.
• Manage escalated service issues with poise and confidence, and remain visible and accessible to your team when challenges arise.
• Communicate key corporate and local information to frontline leaders in a clear, efficient, and effective manner. Set clear expectations and ensure the team understands the "why" behind every focus area.
• Learn and apply the terms of the collective bargaining agreement in everyday interactions with frontline colleagues and local union leadership.

Preferred Qualifications — Education and Prior Work Experience

• Bachelor's degree in Business Administration, Aviation Management, Hospitality, Communications, or a related field preferred.
• Previous airport customer service experience strongly preferred.
• Minimum of three (3) years of experience leading, supervising, or managing others in a customer-facing environment.
• Working knowledge of company policies, procedures, and functional automation applications used in airport or airline operations.

Skills, Licenses, and Certifications

• Proven ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive, respectful workplace.
• Strong active listening skills — taking the time to understand the points being made, asking questions as appropriate, and responding thoughtfully.
• Solid reasoning ability — using logic and structured thinking to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Capability to monitor and assess the performance of self, colleagues, and the operation to identify improvements or take corrective action when needed.
• Strong problem-solving skills with a track record of resolving issues under pressure.
• Ability to work independently as well as collaboratively across departments.
• Capacity to thrive under demanding operational conditions, including peak travel periods, weather disruptions, and time-sensitive scenarios.
• Ability to prioritize and execute tasks with a sense of urgency, accuracy, and attention to detail.
• Sound business judgment to resolve issues with both internal and external customers.
• Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation.
• Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and related digital collaboration tools.
• Possession of, or the ability to obtain, USPS clearance. Note: USPS clearance requires a five-year U.S. residency.
• Willingness and ability to work additional hours when operational needs arise.
• Flexibility to work rotating shifts, including weekends, holidays, and scheduled days off.

What You'll Get at arenaflex

We believe that taking care of our team is the foundation of taking care of our customers. That's why arenaflex offers a comprehensive and competitive benefits package designed to support your health, financial well-being, and personal growth.

• Health Benefits: From your very first day on the job, you'll have access to medical, dental, prescription, and vision coverage to help you and your family stay healthy. We also offer virtual doctor visits, flexible spending accounts (FSAs), and additional wellness resources to make quality care easy and accessible.
• Wellness Programs: We want you to be your best self — that's why our wellness programs give you the tools, resources, and personalized support you need to thrive at work and at home. From mental health resources to fitness incentives, we invest in your whole-person well-being.
• 401(k) Program: Available upon hire. Depending on your workgroup, employer contributions to your 401(k) program become available after one year of service, helping you plan and prepare for the future.
• Additional Perks: Other great benefits include our Employee Assistance Program (EAP), pet insurance, and exclusive discounts on hotels, car rentals, cruises, travel packages, and more — because the arenaflex experience extends well beyond the airport.
• Travel Privileges: Explore the world with industry-leading travel benefits, including discounted flights and hotel stays for you and your eligible family members.
• Paid Time Off: Generous paid time off, holiday pay, and personal leave options to help you recharge and enjoy life outside of work.
• Tuition and Development Reimbursement: Arenaflex believes in continuous learning. Take advantage of tuition assistance and professional development reimbursement programs that help you grow your career on your terms.

Be Yourself at arenaflex

From the colleagues we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at arenaflex. Our 20+ Employee Business Resource Groups (EBRGs) are focused on connecting our team members to our customers, suppliers, communities, and shareholders — helping every colleague reach their full potential. We are committed to fostering an inclusive workplace that embraces and exceeds the needs of our diverse world, because we know that different perspectives make us stronger, smarter, and more innovative.

Why Philadelphia?

Our Philadelphia station is one of the busiest and most important hubs in the arenaflex network, serving millions of travelers every year. As a Customer Service Manager in Philadelphia, you'll be part of a tight-knit, high-energy team that takes pride in connecting the City of Brotherly Love to destinations across the country and around the globe. You'll work in a fast-paced, rewarding environment where no two days are the same, and where your leadership directly shapes the experience of every customer who passes through our doors.

Career Growth and Learning Opportunities

At arenaflex, we are deeply committed to the growth of our people. From the moment you join, you will be paired with experienced mentors and have access to a robust curriculum of leadership development programs, cross-functional project opportunities, and exposure to senior leaders across the organization. Many of our General Managers, Directors, and Vice Presidents started their careers in frontline customer service roles just like this one. Your path to leadership starts here — and we are committed to walking it with you.

Our Culture

Culture at arenaflex is more than a set of values on a poster — it is the way we treat one another, the way we serve our customers, and the way we give back to the communities we call home. We are a team that shows up for each other, celebrates wins big and small, and treats every challenge as a chance to learn. Whether you are mentoring a new hire, supporting a colleague through a difficult day, or finding creative solutions to unexpected disruptions, you will be part of a culture built on care, curiosity, and commitment.

Your Next Step Starts Here

Are you ready to feel an enormous sense of pride and fulfillment as you do your part to keep one of the largest and most respected travel operations in the world running smoothly, caring for people on life's journey? If you are a motivated leader with a passion for customer service, a dedication to safety, and a desire to grow your career with an organization that truly invests in its people — we want to hear from you.

Come as you are. Bring your experience, your perspective, and your ambition. arenaflex will provide the platform, the support, and the community. Together, we will move the world — one customer, one flight, one connection at a time.

Take the next step in your career and apply today to join the arenaflex team in Philadelphia.