Experienced Senior Technical Program Manager – Customer Service Technology

At arenaflex, we're revolutionizing the way we interact with customers, and we're looking for a seasoned Senior Technical Program Manager to join our Customer Central Technology team (CHEX). As a key member of our team, you'll be responsible for driving large, cross-functional programs that support Customer Service Operations worldwide. If you're passionate about innovation, engineering, and delivering exceptional customer experiences, we want to hear from you.

About arenaflex's Customer Central Technology Team

arenaflex's Customer Central Technology team is a diverse, cross-discipline team of builders who are rapidly innovating in advanced user experience research, machine learning, security, and distributed systems. We're committed to helping customers solve problems faster, easier, and in their preferred way of interacting with arenaflex. Our team integrates with other teams across arenaflex's entire business and is the expert in using technology to create a great service experience for customers.

Job Summary

We're seeking an experienced Senior Technical Program Manager to manage large, cross-functional programs that support Customer Service Operations worldwide. As a Senior TPM, you'll be responsible for driving large cross-team projects that span multiple technology and operational teams. You'll anticipate bottlenecks, escalate effectively, make trade-offs, and balance business needs against technical constraints. The ability to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them in a successful and timely manner is essential.

Key Responsibilities

- Managing the Lifecycle of Complex Cross-Functional Programs: You'll be responsible for managing the lifecycle of complex cross-functional programs, from initiation to delivery. - Focus on Managing a Single Product in a Critical Technology Area: You'll focus on managing a single product in a critical technology area and/or managing larger initiatives that span organizations or geographies in support of broader customer service business objectives. - Responsible for the Delivery of Large and Complex Projects: You'll be responsible for the delivery of large and complex projects, ensuring successful execution and completion. - Contribute to and Develop OP1/OP2 Narratives: You'll contribute to and develop OP1/OP2 narratives and take ownership of organizational goals. - Accountable for Developing and Implementing Overall Strategy: You'll be accountable for developing and implementing overall strategy and driving teams inside and outside of the organization to deliver results. - Define Programs (including Mission, Vision, and Tenets): You'll define programs (including mission, vision, and tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation.

A Day in the Life

As a Senior Technical Program Manager at arenaflex, you'll have the opportunity to work on complex, high-impact projects that drive business results. You'll collaborate with cross-functional teams, including engineering, product management, and operations, to deliver exceptional customer experiences. You'll also have the opportunity to develop and implement overall strategy, drive teams to deliver results, and influence resource allocation.

Requirements

- 5+ Years of Technical Product or Program Management Experience: You'll have 5+ years of technical product or program management experience, with a focus on managing complex, cross-functional programs. - 7+ Years of Working Directly with Engineering Teams Experience: You'll have 7+ years of working directly with engineering teams experience, with a focus on managing technical projects and programs. - 3+ Years of Software Development Experience: You'll have 3+ years of software development experience, with a focus on managing technical projects and programs. - 5+ Years of Technical Program Management Working Directly with Software Engineering Teams Experience: You'll have 5+ years of technical program management working directly with software engineering teams experience, with a focus on managing complex, cross-functional programs. - Experience Managing Programs Across Cross Functional Teams: You'll have experience managing programs across cross-functional teams, building processes and coordinating release schedules.

Essential Qualifications

- 5+ Years of Project Management Disciplines: You'll have 5+ years of project management disciplines, including scope, schedule, budget, quality, along with risk and critical path management experience. - Experience Managing Projects Across Cross Functional Teams: You'll have experience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules. - Experience Defining KPI's/SLA's: You'll have experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership.

Preferred Qualifications

- Experience with Agile Methodologies: You'll have experience with Agile methodologies, including Scrum and Kanban. - Experience with Cloud-Based Technologies: You'll have experience with cloud-based technologies, including AWS and Azure. - Experience with Machine Learning and Artificial Intelligence: You'll have experience with machine learning and artificial intelligence, including developing and deploying models.

Skills and Competencies

- Strong Communication and Interpersonal Skills: You'll have strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams. - Strategic Thinking and Problem-Solving: You'll have strategic thinking and problem-solving skills, with the ability to anticipate bottlenecks and make trade-offs. - Leadership and Influence: You'll have leadership and influence skills, with the ability to drive teams to deliver results and influence resource allocation. - Technical Skills: You'll have technical skills, including experience with software development, cloud-based technologies, and machine learning and artificial intelligence.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to providing career growth opportunities and learning benefits to our employees. As a Senior Technical Program Manager, you'll have the opportunity to develop and implement overall strategy, drive teams to deliver results, and influence resource allocation. You'll also have access to a range of learning benefits, including training programs, mentorship opportunities, and professional development resources.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive company culture that values diversity, equity, and inclusion. We're committed to creating a workplace that's welcoming and supportive of all employees, regardless of their background, identity, or experience. As a Senior Technical Program Manager, you'll have the opportunity to work with a talented and diverse team of professionals, collaborate on complex projects, and contribute to the development of innovative solutions.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation package, including a base salary, equity, sign-on payments, and other forms of compensation. We also offer a range of benefits, including medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan.

How to Apply

If you're passionate about innovation, engineering, and delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to our internal or external career site. We can't wait to hear from you!

About arenaflex

arenaflex is a global company that's committed to delivering exceptional customer experiences. We're a dynamic and inclusive company culture that values diversity, equity, and inclusion. We're passionate about innovation, engineering, and delivering exceptional customer experiences, and we're looking for talented and dedicated professionals to join our team.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We're committed to creating a workplace that's welcoming and supportive of all employees, regardless of their background, identity, or experience.

Accommodations

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit our website for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply for this job