Experienced Senior Program Manager, Consumer Customer Service Support – Program Delivery Group

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Senior Program Manager, Consumer Customer Service Support, you'll play a pivotal role in driving our vision forward. We're seeking an experienced and results-driven professional to join our Remote location, available for immediate commencement. If you're passionate about program management, customer service, and driving business growth, we want to hear from you.

About arenaflex

arenaflex is a leading innovator in the industry, committed to delivering exceptional customer experiences. Our team is passionate about creating a culture of innovation, collaboration, and continuous learning. We're dedicated to empowering our employees to grow and develop their skills, and we're excited to welcome like-minded individuals to our team.

Job Summary

As a Senior Program Manager, Consumer Customer Service Support, you'll be responsible for leading cross-functional teams to deliver projects that impact the customer and CS associate experiences. You'll use your project or program management experience to advocate for, and improve, the customer experience, using KPIs to make data-driven decisions. You'll define, design, and drive a program's vision and roadmap to completion, supporting business teams' CS-impacting initiatives.

Key Responsibilities

* Define the strategy and direction for projects and gain consensus and clear alignment at all levels as appropriate.

• Interact with cross-disciplinary and cross-functional teams like Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams to design the project's standard operational procedures, processes, and technical requirements.
• Define, prioritize, and plan projects that need to be implemented to execute on the process and technical requirements.
• Schedule, secure resources, and manage cross-functional teams to deliver to these projects.
• Monitor the execution and ensure the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request.
• Monitor project's overall progress; anticipate risks, resolve issues, and initiate corrective action as appropriate.
• Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
• Provide overall stakeholder management and project progress reporting on a regular basis.
• Where applicable, manage and oversee third-party contributions to the project.

A Day in the Life

As a Senior Program Manager, Consumer Customer Service Support, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You'll be responsible for leading cross-functional teams to deliver projects that impact the customer and CS associate experiences. You'll use your project or program management experience to advocate for, and improve, the customer experience, using KPIs to make data-driven decisions.

Benefits

* Competitive salary

• Medical, dental, and vision coverage
• Maternity and parental leave options
• Paid time off (PTO)
• 401(k) plan
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Basic Qualifications

* 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Bachelor's degree

Preferred Qualifications

* 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field

Why Join arenaflex?

* arenaflex is a total compensation company, offering a comprehensive benefits package, including medical, financial, and other benefits.

• We're committed to a diverse and inclusive workplace, and we're an equal opportunity employer.
• We offer opportunities for career growth and development, and we're passionate about empowering our employees to grow and develop their skills.
• We're a collaborative and dynamic work environment, and we're dedicated to delivering exceptional customer experiences.

How to Apply

If you're passionate about program management, customer service, and driving business growth, we want to hear from you. Apply now to join our team as a Senior Program Manager, Consumer Customer Service Support. Apply for this job