Senior Program Manager – Customer Service Contact Reduction, Self‑Service Automation & AI‑Driven Customer Engagement Technologies

About arenaflex – Pioneering the Future of Customer Experience

At arenaflex, we believe that every interaction with a customer is an opportunity to create delight, trust, and lasting loyalty. As a global leader in e‑commerce and digital services, arenaflex continuously invests in cutting‑edge technologies—especially artificial intelligence and automation—to empower customers to solve their own challenges quickly, efficiently, and independently. Our Customer Engagement Technology (CET) team is at the heart of this mission, building world‑class self‑service platforms that reduce the need for manual support while enhancing overall satisfaction. If you are passionate about shaping the next generation of AI‑powered support experiences, this is the place where your vision can make a worldwide impact.

Role Summary – Senior Program Manager, Contact Reduction & Automation

We are seeking a strategic, results‑driven Senior Program Manager to lead a high‑visibility, multi‑regional program aimed at dramatically reducing customer service contacts that require human agents. You will own the end‑to‑end lifecycle of complex, cross‑functional initiatives that expand automated tools, integrate generative AI, and deliver measurable improvements in contact volume, cost, and customer sentiment. This role sits at the intersection of product strategy, engineering execution, data‑driven analysis, and stakeholder partnership, offering you a unique platform to influence both technology direction and business outcomes across arenaflex.

Key Responsibilities

• Program Ownership: Serve as the single point of accountability for the contact‑reduction program, defining its vision, roadmap, and success metrics from concept through launch and post‑implementation optimization.
• Stakeholder Engagement: Build and nurture relationships with senior leaders, science and engineering teams, operations, legal, finance, and external partners to secure alignment, resources, and timely decision‑making.
• Requirements Definition: Collaborate with internal and external customers to capture business and technical requirements, translating them into clear, actionable specifications for development teams.
• Project Planning & Execution: Design comprehensive project plans, allocate resources, mitigate risks, and drive execution across multiple time zones, ensuring milestones are met on schedule.
• Communication & Reporting: Produce concise, data‑rich updates for executive audiences, including monthly roadmap reviews, business health dashboards, and quarterly program retrospectives.
• Cross‑Functional Coordination: Align product, engineering, UX, data science, and operations groups to develop integrated solutions that meet both automation goals and exceptional customer experience standards.
• Trade‑off Management: Evaluate time‑to‑market versus feature depth, making informed decisions in partnership with stakeholders to maximize impact while maintaining quality.
• Change Management: Design and execute rollout plans, training materials, and support processes to ensure smooth adoption of new self‑service capabilities across domestic and international markets.
• Performance Tracking: Establish KPIs such as contact deflection rate, AI resolution accuracy, and customer satisfaction (CSAT) scores; continuously monitor results and recommend iterative improvements.
• Scalability & Expansion: Identify opportunities to extend successful automation pilots to additional product lines, regions, and languages, driving global scale.
• Strategic Innovation: Champion forward‑thinking ideas, pilot emerging AI technologies, and influence the broader CET team’s roadmap to stay ahead of industry trends.

A Day in the Life

Each day you will be at the nexus of data, technology, and people. You’ll start by reviewing the latest metrics from our AI‑driven self‑service bots, pinpointing trends that signal emerging opportunities or challenges. You’ll then convene a cross‑functional sync with senior engineers, product managers, and legal counsel to prioritize the next set of enhancements. Throughout the day, you’ll field ad‑hoc requests from regional operations teams, negotiate resource allocations with finance, and craft executive‑level presentations that translate technical progress into business value. Your ability to thrive in ambiguity, juggle multiple workstreams, and keep a relentless focus on the customer will be the engine that drives program success.

Essential Qualifications

• Minimum 5 years of program or project management experience delivering large‑scale, technology‑focused initiatives.
• Proven track record of using data and metrics to identify improvement opportunities and to measure program impact.
• Demonstrated ability to own program strategy, end‑to‑end delivery, and communication of results to senior leadership.
• Bachelor’s degree in Business, Engineering, Computer Science, or a related discipline.
• Deep intuitive understanding of optimal versus sub‑optimal customer experiences, with a knack for quickly diagnosing pain points and proposing effective solutions.

Preferred Qualifications

• 2+ years of experience driving process improvements and operational efficiencies in a fast‑paced environment.
• Master’s degree or MBA with a focus on operations, organizational development, or a related field.
• Hands‑on experience with AI/ML technologies, conversational bots, or generative AI platforms.
• Certification in project management methodologies (e.g., PMP, PRINCE2, Agile Scrum).
• Experience working in globally distributed teams and managing remote stakeholders.

Core Skills & Competencies

• Strategic Thinking: Ability to envision long‑term program outcomes and align day‑to‑day activities with broader business goals.
• Analytical Acumen: Comfortable working with large data sets, building dashboards, and extracting actionable insights.
• Influence & Negotiation: Skilled at persuading senior leaders, securing resources, and driving consensus across diverse groups.
• Communication Excellence: Clear, concise, and compelling storytelling for both technical and non‑technical audiences.
• Adaptability: Thrive in a dynamic, high‑throughput environment where priorities shift rapidly.
• Customer‑Centric Mindset: Passion for delivering experiences that delight customers and reduce friction.
• Technical Fluency: Familiarity with software development lifecycles, API integrations, and AI model deployment.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As a Senior Program Manager, you will:

• Gain visibility with C‑suite executives and shape strategic decisions that affect millions of customers worldwide.
• Work alongside world‑class data scientists and AI engineers, deepening your technical expertise in generative AI and automation.
• Lead a high‑performing team of program analysts, product owners, and operations specialists, building leadership experience.
• Access a robust learning ecosystem that includes tuition reimbursement, internal bootcamps, mentorship programs, and conferences focused on AI, product management, and customer experience.
• Explore lateral moves into product management, AI strategy, or global operations, leveraging the transferable skills you develop.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and innovative culture where diverse perspectives are celebrated. Our teams operate with a “customer‑obsessed” mindset, encouraging bold ideas, rapid experimentation, and continuous learning. You’ll find:

• Flexible work arrangements, including hybrid office‑remote options.
• Employee resource groups that champion diversity, equity, and inclusion.
• Regular “innovation days” where you can prototype new concepts with cross‑functional peers.
• A supportive leadership team that values work‑life balance and personal growth.

Compensation, Perks & Benefits

arenaflex offers a competitive total‑reward package designed to attract and retain top talent. While exact figures vary by location and experience, you can expect:

• A base salary that aligns with market benchmarks for senior program management roles.
• Performance‑based bonuses and equity grants that reflect your impact on business outcomes.
• Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Generous paid time off, parental leave, and flexible holiday policies.
• Retirement savings plans with company matching contributions.
• Wellness programs, employee assistance resources, and on‑site amenities where applicable.

Commitment to Diversity & Inclusion

arenaflex is dedicated to building a workforce that mirrors the diverse world we serve. We are an equal‑opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or any other protected characteristic. If you require accommodation during the application process, please let us know, and we will work with you to ensure an accessible experience.

How to Apply

If you are excited about shaping the future of AI‑driven customer service and possess the drive to lead complex, high‑impact programs, we want to hear from you. Submit your application through the arenaflex career portal, and be prepared to showcase your strategic thinking, data‑driven decision‑making, and passion for customer excellence.

Join arenaflex and Transform Customer Service at Scale

Ready to make a global impact? Become a catalyst for change, empower millions of customers, and advance your career with arenaflex. Apply today and start your journey toward building the next generation of self‑service automation.