Senior Manager, Customer Experience & Service Transformation

At arenaflex, we're accelerating growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology, and intelligence.

Join Our Team of Visionaries

We're seeking a seasoned Senior Manager to lead our customer experience and service transformation initiatives. As a key member of our team, you'll have the opportunity to drive business growth, improve customer satisfaction, and enhance the overall customer experience. If you're a strategic thinker with a passion for customer-centricity, we want to hear from you.

About You

You're an expert in customer support and contact centers, with a deep understanding of the software that enables them. You've experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents. You've previously led a customer support transformation and understand large-scale technology delivery. You're a natural leader with top-drawer leadership and verbal skills, able to work well with everyone from junior colleagues to executive stakeholders.

The Work

As a Senior Manager, Customer Experience & Service Transformation, you'll be responsible for:

• Evaluating clients' current customer service offerings and organizations, identifying gaps and opportunities, and generating and prioritizing recommendations for strategic solutions that address their unique needs and business goals
• Quantifying business cases, estimating the value impact of your recommendations, and sequencing transformation roadmaps to realize benefits over time
• Leading delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences
• Collaborating across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions
• Advising clients on how to leverage technologies, including CCaaS, CRM, and GenAI, to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences
• Establishing relationships with client stakeholders and building long-term partnerships for arenaflex
• Identifying opportunities and driving new business development efforts to help new and existing clients transform their customer service
• Managing and coaching junior team members, and continuing to grow your own expertise
• Contributing to perspectives and thought leadership to help arenaflex maintain its thought-leadership position

What We're Looking For

* At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties

• In-depth knowledge of customer service and support business processes and capabilities
• Experience with solutioning and selling new ideas and proposals
• Incorporating experience design and analytics into customer service and support processes
• Leading and understanding large, complex global transformation projects
• At least 5 years of experience working with:

+ Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem + Customer service platform technologies such as Salesforce and Dynamics + Artificial intelligence and front-end digital platforms

• Bachelor's degree in engineering, computer science, information systems, or business
• Bonus points if you have an MBA or equivalent graduate degree, were responsible for a customer support organization, have hands-on experience with artificial intelligence and conversational design, or have expertise in Financial Services or Products

Why Join arenaflex?

* We're a global leader in professional services, with a strong commitment to innovation and customer-centricity

• We offer a dynamic and inclusive work environment, with opportunities for growth and development
• We're passionate about creating positive, long-lasting value for our clients, people, and communities
• We're committed to diversity and inclusion, with a focus on creating a workplace where everyone feels valued and empowered

Compensation and Benefits

* Compensation at arenaflex varies depending on a wide array of factors, including specific office location, role, skill set, and level of experience

• We offer a comprehensive benefits package, including health insurance, retirement savings, and paid time off
• We're committed to providing equal employment opportunities for all employees, including those with disabilities or religious observances

How to Apply

If you're a motivated and experienced professional with a passion for customer-centricity, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Now! Apply for this job