Senior Manager, Customer Care – Partner and Customer Service (Remote, U.S.)

At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional customer experiences. As a leader in the industry, we're committed to fostering a culture of innovation, inclusivity, and growth. We're now seeking a dynamic and experienced Senior Manager, Customer Care to join our Partner and Customer Service team. This role offers a unique opportunity to make a meaningful impact on our customers' lives while driving business growth and excellence.

About arenaflex

arenaflex is a forward-thinking organization that's dedicated to creating a better world, one cup at a time. Our mission is to inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time. We're known for our commitment to quality, sustainability, and community involvement. Our team is comprised of passionate individuals who share a common goal: to make a positive difference in the lives of our customers and partners.

The Role

As a Senior Manager, Customer Care, you'll play a critical role in leading our Partner and Customer Service team to deliver exceptional customer experiences. You'll be responsible for guiding and supporting a team of experienced professionals in resolving escalated customer service issues, managing executive escalations, and supporting social care strategy. Your expertise will be essential in developing and implementing new processes to address escalations and highly visible mentions, providing customer care and executive escalations insights, and collaborating with internal and external stakeholders to drive short- and long-term strategies.

Key Responsibilities

* Model leadership behaviors that are grounded in arenaflex's Mission and Values, providing partners with coaching, feedback, and developmental opportunities, and building effective teams.

• Manage, develop, and implement new processes to address escalations and highly visible mentions, providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media, and addressing important mentions in real-time through documentation.
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data, collaborating and establishing partnerships with support and business units to continuously innovate and redesign processes to better serve our customers and partners.

We're Looking for Someone with:

* A 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

What We Offer

* A comprehensive compensation and benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock.

• Flexible scheduling and opportunities for paid time off.
• A flexible workplace that allows for hybrid work, with the option to work remotely up to two days per week for those living in the greater Seattle area.

Join Our Team

If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you. Apply today to become a part of our dynamic and inclusive team at arenaflex.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this 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 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 applicantaccommodation. Apply Job! Apply for this job