Experienced Shared Services Manager – Partner & Customer Service (Remote) – Continuous Improvement Innovator for Exceptional Customer Experiences

Introduction to arenaflex

At arenaflex, we are passionate about creating a unique and personalized experience for our customers and partners. As a company that values connection and community, we strive to make a positive impact on the lives of those we serve. Our commitment to excellence and customer satisfaction has driven us to become a leader in our industry, and we are now seeking a talented Shared Services Manager to join our team. As a continuous improvement innovator, you will play a key role in shaping the future of our customer service experience and driving operational excellence across our contact centers.

Job Overview

As a Shared Services Manager at arenaflex, you will be responsible for working cross-functionally to improve contact center service experiences for customers, partners, and agents. Using Continuous Improvement tools and methods, you will identify opportunities for growth, implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence. Your expertise and passion for making it easy for customers to get help will be essential in delivering intuitive and effortless service experiences across multiple contact channels, driving brand affinity, and growing customer loyalty.

Key Responsibilities

• Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers, pairing operational excellence with continuous improvement skills to coordinate and lead transformational improvement projects.
• Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
• Educate team members on operational improvement and Continuous Improvement (CI) principles to ensure a culture of excellence and innovation.
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, ensuring the integrity and security of our customer interactions.
• Collaborate with stakeholders to develop and implement strategies that drive brand affinity, customer loyalty, and revenue growth, while reducing contact volume and improving overall customer satisfaction.

Qualifications and Requirements

To be successful in this role, you will need to possess a unique blend of skills, experience, and personal qualities. We are looking for individuals with:

• 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
• 3+ years of experience in implementation and/or project management, with a proven track record of delivering results-driven projects on time and within budget.
• 3+ years of experience conducting requirements gathering and analysis, with the ability to apply a structured problem-solving framework to complex business problems.
• Expertise in building and establishing relationships across multiple levels, both within and external to the organization, with a strong ability to influence and manage change.
• A strong decision-making skills, with the ability to apply business judgment and critical thinking to drive operational excellence and customer satisfaction.
• A Bachelor's degree or significant relevant experience in a related field, with hands-on experience designing tools for operations supporting contact centers or customer experience.
• Demonstrated history of delivering innovative solutions, with experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.

Preferred Qualifications

• Experience working in a fast-paced and changing environment, with the ability to adapt to new challenges and priorities.
• Strong organizational planning, development, and business judgment, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with process improvement methodologies, such as Lean or Six Sigma, with a certification or training in Continuous Improvement principles.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees. As a Shared Services Manager, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program to ensure a smooth transition into the role.
• Ongoing training and development opportunities to enhance your skills and knowledge in Continuous Improvement, project management, and customer experience.
• Coaching and mentoring from experienced leaders and subject matter experts.
• Opportunities for career advancement and professional growth within the company.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our unique and inclusive company culture. As a Shared Services Manager, you will be part of a dynamic and collaborative team that values diversity, equity, and inclusion. Our company culture is built on the principles of:

• Respect and empathy for our customers, partners, and colleagues.
• A commitment to excellence and customer satisfaction.
• A culture of innovation and continuous improvement.
• A focus on diversity, equity, and inclusion, with a commitment to creating a welcoming and inclusive workplace for all employees.

Compensation and Benefits

At arenaflex, we offer a comprehensive compensation and benefits package to our eligible employees. This includes:

• Competitive salary and bonus structure.
• Comprehensive health coverage with a variety of plans to choose from.
• Stock and savings programs, including our equity reward program.
• Flexible scheduling and opportunities for paid time off.
• 100% tuition coverage through our education assistance program.

Conclusion

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Shared Services Manager role at arenaflex. As a continuous improvement innovator, you will have the opportunity to make a real impact on our customer service experience and drive operational excellence across our contact centers. With a comprehensive compensation and benefits package, ongoing training and development opportunities, and a unique and inclusive company culture, arenaflex is the perfect place to grow your career and achieve your goals. Apply today and join our team of passionate and dedicated professionals who are committed to delivering exceptional customer experiences.