Experienced Full Stack Senior Manager, Customer Care – Partner and Customer Service

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a dynamic and innovative company, we're seeking a seasoned leader to join our Partner and Customer Service team as a Senior Manager, Customer Care. This is a unique opportunity to leverage your expertise in customer care, social media, and crisis management to drive business growth and foster a culture of excellence.

About arenaflex

arenaflex is a forward-thinking organization that values innovation, collaboration, and customer satisfaction. Our mission is to provide exceptional products and services that meet the evolving needs of our customers. We're committed to creating a diverse and inclusive workplace that empowers our employees to grow, learn, and thrive.

Job Highlights

* Immediate openings available

• Remote work arrangement
• Competitive salary and comprehensive benefits package
• Opportunity to lead a high-performing team and drive business growth
• Collaborative and dynamic work environment
• Flexible scheduling and opportunities for paid time off

Job Summary

As a Senior Manager, Customer Care, you will be responsible for leading a team of experienced customer care professionals in resolving escalated customer service issues, managing executive escalations, and supporting social care strategy. You will empower your team with the necessary tools, resources, and protocols to deliver exceptional service and exceed customer expectations. This role requires a strong leader who can model leadership behaviors grounded in our company's mission and values, provide coaching, feedback, and developmental opportunities, and build effective teams.

Key Responsibilities

* Model leadership behaviors that are grounded in arenaflex's Mission and Values

• Manage, develop, and implement new processes to address escalations and highly visible mentions
• Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams
• Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics, social moderation, and crisis management guides
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media, and addressing important mentions in real-time
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data
• Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes to better serve our customers and partners

Essential Qualifications

* Bachelor's degree or significant relevant experience

• Professional experience managing branded channels across multiple social media platforms
• 5+ years managing successful teams
• 5+ years general business experience in large, matrixed organizations
• 5+ years leading cross-functional initiatives
• 5+ years change management
• Strong organizational planning, development, and business judgment
• Demonstrated history of delivering innovative solutions
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use
• Strong organizational planning and development, and business judgment
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
• Strong awareness of emerging trends and analyzing data to provide actionable insights
• Able to provide insights that influence future strategy. Able to distinguish between an interesting fact and an actionable insight.
• Strong reporting skills; can clearly summarize data into MBR reports.
• People manager; consistent and strong collaborator who galvanizes, leads, and inspires cross-functional teams.

Preferred Qualifications

* Experience working in a customer-centric industry

• Knowledge of social media platforms and their role in customer care
• Familiarity with crisis management and social moderation
• Experience working with diverse teams and stakeholders
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and prioritize multiple tasks

Skills and Competencies

* Strong leadership and management skills

• Excellent communication and interpersonal skills
• Ability to analyze complex data and provide actionable insights
• Strong problem-solving and critical thinking skills
• Ability to work in a collaborative and dynamic environment
• Strong organizational planning and development skills
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities

Career Growth Opportunities and Learning Benefits

* Opportunities for professional growth and development

• Collaborative and dynamic work environment
• Flexible scheduling and opportunities for paid time off
• Comprehensive benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan
• Health coverage with a variety of plans to choose from
• Stock & savings programs like our equity reward program, Bean Stock
• Opportunities for career advancement and leadership development

Work Environment and Company Culture

* Remote work arrangement with flexible scheduling

• Collaborative and dynamic work environment
• Opportunities for professional growth and development
• Comprehensive benefits package
• Flexible scheduling and opportunities for paid time off
• Opportunities for career advancement and leadership development

Compensation, Perks, and Benefits

* Competitive salary and comprehensive benefits package

• Opportunities for professional growth and development
• Flexible scheduling and opportunities for paid time off
• Comprehensive benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan
• Health coverage with a variety of plans to choose from
• Stock & savings programs like our equity reward program, Bean Stock
• Opportunities for career advancement and leadership development

Conclusion

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Senior Manager, Customer Care, you will have the chance to lead a high-performing team, drive business growth, and foster a culture of excellence. Join us at arenaflex and be part of a dynamic and innovative team that is shaping the future of customer care.

Ready to Apply?

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application. Apply to this job

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at [email protected]. Apply for this job