Experienced Customer Experience Manager – Global Help Desk Operations

Join arenaflex, a leading food delivery and logistics company, in shaping the future of customer experience. Are you passionate about delivering exceptional customer experiences and driving business growth? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Experience Manager to join our global help desk operations team.

About arenaflex

arenaflex is a technology and logistics company that started with food delivery and is now expanding to become a platform for all possible products. Our mission is to engage local economies by empowering our colleagues to make rapid, informed decisions that show compassion for our diverse range of customers – from Dashers to shipping partners to customers. We're a company that values innovation, collaboration, and customer satisfaction.

About the Job

As a Customer Experience Manager, you will play a critical role in driving the quality of our customer support experience by partnering with help desk partners (BPOs) to ensure their performance meets arenaflex's standards, including First Contact Resolution (FCR), customer satisfaction scores, and other key performance indicators (KPIs). You will report to arenaflex's Director, Customer Experience Partner Success, and will be responsible for:

• Developing and implementing quality monitoring projects that result in measurable improvements in colleague performance
• Collaborating with training and content teams to establish consistency with new launches, processes, and strategies
• Maintaining quality performance across multiple locations within an aligned objective framework
• Performing business audits with help desk partner groups
• Identifying, recommending, and implementing process and project enhancements
• Working cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs and trends
• Other activities assigned by management or on a case-by-case basis

This role may require 20% travel (domestic and international).

We're excited about you because...

* You have a BA/BS degree in a quantitative or business field or four years of work experience in a quantitative or business role.

• You have driven activities excellence and quality improvements across multiple help desk locations.
• You are analytical and data-driven, with experience refining large datasets to meaningful insights – data analysis is your specialty.
• You know how to present complex data clearly and concisely with strong written, verbal, and visual communication skills.
• You are efficient and detail-oriented, with perfect development and fully completed tasks.
• You are comfortable in a fast-paced, dynamic, team-oriented environment and able to handle multiple deadlines simultaneously.
• You have a proprietor mindset, focused on quality, yield-driven, proactive, and continuously driving yourself to improve.

About arenaflex

At arenaflex, our mission to engage local economies shapes how our colleagues move quickly, learn, and repeat to make informed decisions that show compassion for our diverse range of customers. We're a technology and logistics company that started with food delivery and is now expanding to become a platform for all possible products. We're seeking colleagues who can help us go from an organization known for delivering food to an organization that people go to for all possible products. arenaflex is growing rapidly and evolving continuously, which offers our colleagues the opportunity to share their unique perspectives, tackle new challenges, and own their careers. We're committed to supporting workers' satisfaction, strength, and overall well-being by providing comprehensive benefits and perks, including premium healthcare, health savings account (HSA) contributions, paid parental leave, and more.

Our Commitment to Diversity and Inclusion

We're committed to developing and engaging a more diverse community within our organization, industry, and communities. That's why we recruit and develop diverse teams of individuals from all backgrounds, experiences, and perspectives. We believe that genuine growth happens when everyone has a seat at the table and the tools, resources, and opportunities to succeed.

Proclamation of Non-Discrimination

Regarding our values and objectives, no employee or candidate will face discrimination or harassment based on: race, color, national origin, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability status, or veteran status. Beyond mere non-discrimination and harassment in regard to "protected classes," we also strive to prevent other subtle forms of unacceptable behavior (i.e., stereotyping) from gaining traction in our office. Whether overt or hidden, barriers to progress have no place at arenaflex. We value a diverse workforce – individuals who identify as women, non-binary or gender non-conforming, LGBTQIA+, Native American or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently abled, parents and caregivers, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

If you require accommodations, please inform your hiring contact upon initial contact.

Pay

The base compensation range for this position is listed below. Pay in different geographies may vary. Actual pay within the compensation range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For jobs that are available to be filled remotely, base compensation is capped by employee work location. Please discuss your planned work location with your hiring representative for more information. arenaflex cares about you and your overall well-being, which is why we offer a comprehensive benefits package for full-time employees, including health insurance, a 401(k) plan with a company match, short-term and long-term disability insurance, basic life insurance, wellness benefits, paid time off, paid parental leave, and more. In addition to base compensation, the compensation package for this role also includes opportunities for equity awards. Apply Now! Apply for this job