Experienced Full Stack Customer Service Project Management, Principal – Remote

Join arenaflex, a leading off-price e-commerce portfolio company, as we continue to redefine the online shopping experience. As a seasoned Customer Service Project Management, Principal, you will play a pivotal role in driving process improvements, tool enhancements, and medium to large cross-functional programs that impact our member and/or the Customer Service organization. If you're passionate about delivering exceptional customer experiences, have a knack for project management, and thrive in a fast-paced, dynamic environment, we want to hear from you.

About arenaflex

arenaflex is a pioneering e-commerce company that connects the next-generation shopper to world-class brands. Our daily sale events offer a treasure hunt experience, allowing our large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail. With three complementary sites – Rue La La, Gilt, and ShopSimon – we're at the forefront of fashion and technology, sparking delight through daily discovery.

Our Culture

At arenaflex, we're not just about shopping; we're about sparking delight for our Associates, Members, and ourselves. Our culture is rooted in our values: Kind, Passionate, Collaborative, Innovative, Tenacious, and Empowered. We inspire each other to push past the expected every day, creating a work environment that's both challenging and rewarding.

The Role

As a Customer Service Project Management, Principal, you will be responsible for partnering with customer service operations, CS tools, technology, and other cross-functional partners to plan, track, update, and deliver process improvements, tool enhancements, and medium to large cross-functional programs that impact our member and/or the Customer Service organization. This role is accountable for assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates.

Key Responsibilities

* Plan, track, manage, and report on all CS impacting programs and larger company-driven projects for Customer Service

• Build a master project plan/project tracker that will show high-level and detailed information on all ongoing and closed projects, including Big Bets tracking
• Send regular program updates on each program in progress and facilitate lessons learned post-launch
• Create individual project plans that show task-level detail with ownership, due dates, status, dependencies, and risks
• Oversee the planning, execution, and completion of a project
• Lead complex initiatives managing all activities in a project life cycle, such as initiation, planning, executing, controlling, and closing for short- and long-term projects, line of business-wide, and medium to high risk, scope, and complexity
• Conduct project kick-off meetings, regular project check-ins, and Go/No Go meetings to ensure all impacted teams are aligned
• Support the CS tools/technology, CS Operations, process management, and training teams to accelerate project delivery to the organization
• Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment
• Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
• Develop a project backlog for projects requiring technical team development. Regularly review the backlog and prioritization with CS leadership to ensure highest impact items are properly prioritized
• Own the CS intake site and project initiation and tracking
• Demonstrate customer service knowledge and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations

Essential Qualifications

* Bachelor's degree

• Proficient in relevant computer applications
• 3-5 years of project/program experience, preferably in a customer experience
• Strong listening, written, and verbal communication skills with an ability to adapt to different audiences
• Knowledge of customer service practices and principles
• Able to work collaboratively and cross-functionally
• Experience using problem-solving and analytical skills to solve business problems and drive process improvements
• Ability to work effectively with tight deadlines in a fast-paced environment
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Preferred Qualifications

* Master's degree or higher

• PMP or Agile certification
• Experience working in a similar role within the e-commerce industry
• Strong understanding of project management methodologies and tools
• Experience with customer relationship management (CRM) systems and customer service software

What We Offer

* Competitive base salary range: $90,000 - $95,000

• Bonus/commission, equity, 401(k) match, and a variety of benefits (depending on role eligibility)
• Opportunity to work with a leading e-commerce company that's pushing the boundaries of innovation and customer experience
• Collaborative and dynamic work environment that values diversity, inclusion, and employee growth
• Flexible remote work arrangement with opportunities for professional development and career advancement

How to Apply

If you're a motivated and experienced project management professional looking to join a dynamic team that's passionate about delivering exceptional customer experiences, apply now! Visit our careers page to submit your application and join the arenaflex team. Apply for this job