Remote Call Center Customer Service Manager – Leadership of Health Solutions & Loyalty Programs at arenaflex

About arenaflex – A Purpose‑Driven Leader in Health & Wellness

At arenaflex, we believe that health is more than a transaction; it’s a relationship built on trust, empathy, and innovation. Our purpose—Bringing our heart to every moment of your health—guides everything we do, from the way we design digital experiences to the way we support our colleagues on the front lines. With a rapidly evolving health‑care landscape, arenaflex is committed to delivering human‑centric solutions that are personal, convenient, and affordable. Our culture is anchored in the Heart At Work Behaviors™, a set of principles that empower every employee to make a meaningful impact, drive continuous improvement, and champion a collaborative spirit.

Position Overview – Why This Role Matters

We are seeking a dynamic, results‑oriented leader to serve as the Manager, Call Center Customer Service for our Services & Benefits division. This remote position will oversee the operational success of the Over‑the‑Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. You will be the catalyst that ensures performance guarantees are met, service levels exceed expectations, and customer satisfaction thrives. If you are passionate about developing talent, optimizing processes, and shaping a high‑performing team, this role offers a unique platform to influence arenaflex’s growth and the health of millions of customers.

Key Responsibilities

Team Leadership & Performance Management

• Lead a diverse team of front‑line supervisors and dedicated agents, fostering a culture of accountability and excellence.
• Set clear performance targets, monitor key metrics, and provide coaching to ensure achievement of service level agreements and quality standards.
• Address colleague relations issues promptly, mediating conflicts and promoting a respectful, inclusive workplace.

Colleague Engagement & Development

• Design and execute engagement initiatives that boost morale, retention, and professional growth.
• Partner with leadership to identify development pathways, mentorship opportunities, and career‑advancement programs for team members.

Issue Resolution & Root‑Cause Analysis

• Serve as the escalation point for complex customer issues requiring managerial intervention.
• Conduct thorough investigations, collaborate with cross‑functional partners, and deliver swift, effective resolutions.
• Perform comprehensive root‑cause analyses, develop preventive action plans, and track implementation success.

Operational Excellence & Process Improvement

• Oversee day‑to‑day operations of Over‑the‑Counter Health Solutions, ExtraCare, and ExtraCare Plus, ensuring seamless execution across all touchpoints.
• Coach supervisors on quality, productivity, and performance optimization.
• Continuously review and refine processes, leveraging data‑driven insights to enhance efficiency, accuracy, and customer satisfaction.
• Collect and analyze customer feedback, identifying trends and actionable improvement opportunities.

Training, Learning & System Implementation

• Collaborate with the training team to design and roll out comprehensive learning programs that keep colleagues current on product updates, policy changes, and best practices.
• Assess training needs for new hires, refresher courses, and continuous learning for both internal staff and vendor partners.
• Coordinate scheduling with Learning & Development and Workforce Management to ensure optimal coverage and skill development.
• Support the adoption of new technologies, systems, and processes, acting as a change champion.

Cross‑Functional Collaboration

• Partner with Digital, IT, Workforce Management, Knowledge & Quality, and Product Owners to drive process enhancements and technology integrations.
• Work closely with Vendor Management and third‑party BPO partners to meet performance goals and resolve escalated customer concerns.
• Promote a collaborative environment where interdisciplinary teams align around shared objectives and deliver superior outcomes.

Essential Qualifications

• Minimum 3 years of demonstrated leadership and collaboration experience, preferably managing People Leaders in a customer‑service or retail setting.
• At least 3 years of hands‑on experience overseeing large‑scale contact‑center operations in a competitive, multi‑unit environment.
• Proven ability to manage multiple priorities, solve complex operational problems, and drive cost efficiencies.
• Strong analytical mindset with experience conducting root‑cause analyses and implementing corrective actions.
• Willingness to travel up to 25% for on‑site engagements, training sessions, and cross‑functional workshops.

Preferred Qualifications & Desired Expertise

• Background in Healthcare, Medicare, Managed Care Organizations, or related customer‑service domains.
• Experience partnering with third‑party BPO vendors and managing geographically dispersed teams.
• Strategic thinker with a continuous‑improvement orientation and strong project‑management capabilities.
• Exceptional verbal and written communication skills, with the ability to influence stakeholders at all organizational levels.
• Proficiency in Windows, MS Office Suite, and familiarity with call‑center platforms (e.g., NICE, Genesys, or similar).
• Bilingual proficiency in Spanish is highly valued.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing talent.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed their expectations.
• Data‑Driven Decision Making: Comfortable interpreting KPIs, dashboards, and analytics to guide strategy.
• Change Management: Skilled at guiding teams through technology rollouts, process redesigns, and organizational shifts.
• Collaboration: Strong partnership skills across digital, IT, product, and vendor teams.
• Problem Solving: Ability to dissect complex issues, identify root causes, and implement sustainable solutions.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Manager, you will have access to:

• Leadership development programs tailored for emerging senior leaders.
• Mentorship from senior executives within the Services & Benefits division.
• Tuition reimbursement and education assistance for advanced degrees or certifications.
• Internal mobility pathways that enable you to transition into product management, operations strategy, or broader corporate roles.
• Regular workshops on emerging technologies, analytics, and customer‑experience design.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the value you bring to the organization. While exact compensation will be calibrated based on experience, education, and location, the package typically includes:

• A base salary range of $54,300 – $145,860 annually, with eligibility for performance‑based bonuses and short‑term incentives.
• Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Retirement savings options, including a 401(k) plan with company match and an Employee Stock Purchase Plan.
• Fully‑paid term life insurance, short‑term and long‑term disability protection.
• Generous paid time off (PTO), paid holidays, and sick leave in accordance with state regulations.
• Well‑being programs, mental‑health resources, and employee assistance services.
• Discounts on arenaflex store purchases, as well as partner‑program savings.
• Access to free development courses, certifications, and a robust learning portal.

Work Environment & Culture at arenaflex

Our remote‑first model empowers you to work from anywhere within the United States while staying connected to a vibrant, supportive community. You’ll join a team that values:

• Heart‑Centered Service: Every interaction is guided by empathy and a genuine desire to improve health outcomes.
• Innovation: We encourage creative problem‑solving and the exploration of new technologies to stay ahead of industry trends.
• Inclusivity: A diverse workforce where every voice is heard, respected, and celebrated.
• Flexibility: While call‑center hours span 8:00 am–11:00 pm EST, you’ll have the autonomy to structure your workday to balance personal commitments.
• Collaboration: Regular virtual town halls, cross‑functional workshops, and community‑building events keep teams aligned and engaged.

How to Apply

If you are ready to lead a high‑impact team, drive operational excellence, and make a tangible difference in the lives of millions, we invite you to submit your application today. Join arenaflex and become part of a purpose‑driven organization where your heart and your career can thrive together.

Apply Job!