Experienced Shared Services Manager – Partner & Customer Service (Remote)

At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional experiences to our customers and partners. As a shared services manager, you'll play a vital role in shaping the future of our contact centers, driving operational excellence, and making it easy for customers to get help. If you're a continuous improvement innovator with a passion for making a difference, we want to hear from you.

About arenaflex

arenaflex is a global leader in the industry, known for our commitment to developing extraordinary leaders who share our passion for service to others. We're a company that's always looking for ways to improve, innovate, and make a positive impact on our customers and communities. Our shared services team is at the heart of this mission, working tirelessly to deliver intuitive and effortless service experiences across multiple contact channels.

Job Summary

As a shared services manager, you'll lead cross-functional teams to improve contact center service experiences for customers, partners, and agents. You'll use continuous improvement tools and methods to discover opportunities, implement countermeasures, and drive operational excellence. This is a unique opportunity to showcase your expertise and passion for making it easy for customers to get help.

Key Responsibilities

* Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers

• Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence
• Educate team members on operational improvement and CI principles
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center
• Work cross-functionally to improve contact center service experiences for customers, partners, and agents
• Use continuous improvement tools and methods to discover opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence

Essential Qualifications

* 5+ years working across functional areas to develop effective business solutions that align with company and business unit/department objectives

• 3 years implementation and/or project management experience
• 3+ years conducting requirements gathering and analysis
• Expert in building and establishing relationships across multiple levels, both within and external to the organization
• Skilled in influencing and managing change
• Ability to work in a fast-paced and changing environment
• Strong decision-making skills
• Ability to apply a structured problem-solving framework
• Process improvement experience (formal or informal)
• Bachelor's degree or significant relevant experience
• Hands-on experience designing tools for operations supporting contact centers or customer experience
• 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

Preferred Qualifications

* Experience working in a contact center or customer experience environment

• Knowledge of continuous improvement methodologies and tools
• Experience with process improvement and change management
• Strong analytical and problem-solving skills
• Ability to work in a remote environment

Skills and Competencies

* Strong leadership and coaching skills

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced and changing environment
• Strong decision-making skills
• Ability to apply a structured problem-solving framework
• Process improvement experience (formal or informal)
• 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a shared services manager, you'll have access to a range of learning and development opportunities, including:

• Continuous improvement training and certification
• Leadership development programs
• Coaching and mentoring from experienced professionals
• Opportunities for career advancement and professional growth

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a welcoming and supportive environment for all employees, and we offer a range of benefits and programs to support our employees' physical, emotional, and financial well-being.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation and benefits package to our eligible part-time and full-time employees. Benefits include:

• Competitive pay and bonuses
• 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
• Flexible scheduling and opportunities for paid time off
• A range of employee discounts and perks

How to Apply

If you're a motivated and experienced professional who's passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a diverse and inclusive workplace that includes employees with diverse backgrounds and experiences. 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 [insert contact information]. Apply for this job