Senior Manager – Customer Experience Partner Success & Global Support Operations (Remote/Onsite)

About arenaflex

arenaflex is a fast‑growing technology and logistics platform that empowers local economies by connecting consumers, merchants, and delivery partners through a seamless, data‑driven experience. From its origins as a door‑to‑door delivery service, arenaflex has expanded into a comprehensive last‑mile logistics network that moves everything from meals to household goods. Our mission is to make every interaction—whether it’s a customer ordering a product, a merchant fulfilling an order, or a partner delivering a package—simple, reliable, and delightful.

Our culture is built on curiosity, empathy, and relentless improvement. We encourage bold ideas, celebrate diverse perspectives, and give every team member the autonomy to own their projects and shape the future of the business. If you thrive in a dynamic environment where data meets human connection, arenaflex is the place to accelerate your career.

Why This Role Matters

As the Manager, Customer Experience Partner Success, you will be the strategic bridge between arenaflex and its global network of support partners (BPOs). Your leadership will directly influence the quality of support delivered to millions of users worldwide, ensuring that first‑contact resolutions, satisfaction scores, and operational efficiency meet the high standards that define arenaflex.

This role is perfect for a data‑savvy, people‑focused leader who enjoys turning insights into action, driving continuous improvement across multiple sites, and collaborating with cross‑functional teams to shape the future of customer support.

Key Responsibilities

• Design, implement, and refine reporting frameworks that surface performance gaps and opportunities for improvement across all support partner sites.
• Lead quality‑monitoring programs that drive measurable behavioral changes in support agents, resulting in higher CSAT and faster resolution times.
• Partner closely with Training, Content, and Product teams to ensure new launches, processes, and policies are communicated clearly and adopted consistently.
• Maintain calibrated quality targets across multiple international support locations, balancing consistency with local nuances.
• Conduct regular business reviews with support partner leadership, presenting data‑driven insights and actionable recommendations.
• Identify, prioritize, and execute process and project improvements that enhance efficiency, reduce waste, and elevate the overall customer experience.
• Collaborate with Product, Engineering, and Operations to surface customer pain points and influence roadmap decisions.
• Monitor emerging trends, flag early warnings, and develop proactive mitigation strategies.
• Manage a portfolio of ad‑hoc projects assigned by senior leadership, ensuring timely delivery and alignment with strategic goals.
• Travel up to 20% of the time (both domestic and international) to build strong relationships with partner sites and conduct on‑site assessments.

Essential Qualifications

• Bachelor’s degree in a quantitative, business, or related field, or equivalent experience (minimum four years in a quantitative or business role).
• At least 3 years of experience managing support operations, with a proven track record of meeting or exceeding KPIs such as CSAT, FCR, and AHT.
• Demonstrated success driving operational excellence and quality improvements across multiple support sites or regions.
• Strong analytical mindset: ability to distill large data sets into clear, actionable insights; root‑cause analysis is second nature.
• Exceptional communication skills—both written and verbal—with the ability to present complex information in a concise, visual, and compelling manner.
• Highly organized, detail‑oriented, and capable of managing multiple deadlines in a fast‑paced environment.
• Owner mentality: proactive, quality‑focused, and constantly seeking ways to raise the bar.

Preferred Qualifications

• Experience working with third‑party BPO partners in a global context.
• Advanced degree (MBA, Master’s in Analytics, or related) or certifications in Six Sigma, Lean, or Quality Management.
• Familiarity with customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow) and data visualization tools (Tableau, Power BI).
• Previous exposure to logistics or e‑commerce environments.
• Multilingual abilities or experience working in multicultural teams.

Core Skills & Competencies

• Data‑Driven Decision Making: Proficiency in SQL, Excel, or similar tools to extract, analyze, and interpret performance metrics.
• Stakeholder Management: Ability to influence and collaborate with senior leaders, partner executives, and cross‑functional teams.
• Process Optimization: Expertise in mapping, redesigning, and scaling support processes for efficiency and quality.
• Change Management: Comfortable leading teams through new initiatives, policy updates, and technology rollouts.
• Customer‑Centric Mindset: Deep empathy for end‑users and a relentless focus on delivering exceptional experiences.
• Project Management: Strong planning, execution, and risk‑mitigation skills; PMP or similar certification is a plus.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Mentorship from senior leaders in Global Operations and Customer Experience.
• Leadership development programs that prepare you for senior director or VP‑level responsibilities.
• Cross‑functional exposure to Product, Engineering, and Merchant Partnerships, broadening your strategic perspective.
• Funding for industry conferences, certifications, and advanced analytics training.
• A clear promotion pathway based on measurable impact, innovation, and leadership effectiveness.

Work Environment & Culture at arenaflex

Our teams operate in a hybrid model that balances flexibility with collaboration. Whether you choose to work from one of our core offices (New York, San Francisco, Chicago, Denver, Los Angeles, Seattle, Sunnyvale, Tempe, or Washington D.C.) or remotely, you will be part of a supportive network that values:

• Transparency: Open communication channels and regular town‑halls keep everyone aligned.
• Inclusivity: A diverse workforce where every voice is heard and celebrated.
• Innovation: Time and resources dedicated to experimenting with new ideas.
• Well‑being: Programs that promote mental health, physical fitness, and work‑life harmony.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the value you bring to the organization.

• Base Salary: $112,200 – $165,000 USD, calibrated to location, experience, and market conditions.
• Equity Grants: Opportunity to earn stock options that align your success with the company’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; wellness expense reimbursement; mental‑health resources.
• Retirement Savings: 401(k) plan with employer match.
• Paid Time Off: Generous vacation, paid parental leave, and paid holidays.
• Family Support: Family‑forming assistance, adoption subsidies, and flexible work arrangements.
• Commute & Travel: Commuter benefit match and travel allowances for required site visits.
• Learning & Development: Access to online learning platforms, tuition reimbursement, and internal training workshops.

Diversity, Inclusion & Equal Opportunity

arenaflex is committed to building a workforce that reflects the communities we serve. We actively recruit, develop, and retain talent from all backgrounds, experiences, and perspectives. Our inclusive policies ensure that every employee—regardless of race, gender, sexual orientation, disability, veteran status, or any other protected characteristic—feels valued and empowered to succeed.

We also comply with all applicable fair‑chance hiring ordinances and welcome applicants with diverse life experiences, including those with arrest or conviction records, where legally permissible.

Application Process & Next Steps

If you are ready to lead a high‑impact team, shape global support strategy, and drive measurable improvements for millions of users, we want to hear from you. To apply, click the link below, submit your resume, and tell us why you’re the perfect fit for arenaflex.

Apply Now

Join arenaflex and Make an Impact

At arenaflex, your work will directly influence how people experience the world of on‑demand logistics. You’ll partner with talented professionals, solve complex challenges, and leave a lasting imprint on a company that’s redefining the future of delivery. Take the next step in your career—apply today and become a catalyst for exceptional customer experiences worldwide.