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

Join arenaflex, a dynamic and innovative company, as we seek an exceptional Senior Manager, Customer Care to lead our dedicated team in delivering exceptional customer service experiences. As a key member of our team, you will be responsible for empowering partners with the necessary tools and resources to deliver exceptional service while collaborating with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.

About arenaflex

arenaflex is a leading company that is passionate about delivering exceptional customer experiences. We believe that our customers are at the heart of everything we do, and we are committed to providing them with the best possible service. Our company culture is built on a foundation of respect, empathy, and a passion for innovation. We are a remote-first company, and we believe that our employees should have the flexibility to work from anywhere while still being connected to our team.

Responsibilities

As a Senior Manager, Customer Care, you will be responsible for leading a dedicated team focused on resolving escalated customer service issues and managing executive escalations. Your key responsibilities will include:

• Model leadership behaviors grounded in arenaflex's Mission and Values: Provide coaching and developmental opportunities to partners, and lead by example in demonstrating arenaflex's Mission and Values.
• Manage, develop, and implement new processes to address escalations and highly visible mentions: Develop and implement new processes to address escalated customer service issues and highly visible mentions, and continuously monitor and evaluate their effectiveness.
• Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams: Provide insights, messaging guidance, and response recommendations to various teams to ensure that customer care and executive escalations are handled effectively.
• Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides: Collaborate with various stakeholders to develop cohesive engagement tactics and crisis management guides to ensure that customer care and executive escalations are handled effectively.
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media: Monitor conversations across social media and provide insights and recommendations to support the enterprise social customer care strategy.
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data: Conduct research, listening, and performance analysis to inform strategies and storytelling insights through data, and provide recommendations to stakeholders.
• Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes: Collaborate with support and business units to continuously innovate and redesign processes to ensure that customer care and executive escalations are handled effectively.

Requirements

To be successful in this role, you will need to have:

• Bachelor's degree or significant relevant experience: A bachelor's degree or significant relevant experience in a related field.
• Professional experience managing branded channels across multiple social media platforms: Experience managing branded channels across multiple social media platforms.
• 5+ years managing successful teams: 5+ years of experience managing successful teams.
• 5+ years general business experience in large, matrixed organizations: 5+ years of experience in general business in large, matrixed organizations.
• 5+ years leading cross-functional initiatives: 5+ years of experience leading cross-functional initiatives.
• 5+ years change management experience: 5+ years of experience in change management.
• Strong organizational planning, development, and business judgment: Strong organizational planning, development, and business judgment skills.
• Demonstrated history of delivering innovative solutions: A demonstrated history of delivering innovative solutions.
• Experience facilitating root cause analysis and driving solutions to complex problems: Experience facilitating root cause analysis and driving solutions to complex problems.
• Strong reporting skills with the ability to summarize data into MBR reports: Strong reporting skills with the ability to summarize data into MBR reports.

Nice-to-haves

While not required, the following skills and experiences would be beneficial:

• Strong awareness of emerging trends and analyzing data to provide actionable insights: Strong awareness of emerging trends and analyzing data to provide actionable insights.
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects: Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.

Benefits

arenaflex offers a comprehensive benefits package, including:

• 100% tuition coverage through arenaflex College Achievement Plan: 100% tuition coverage through arenaflex College Achievement Plan.
• Health coverage with a variety of plans to choose from: Health coverage with a variety of plans to choose from.
• Stock & savings programs like the equity reward program, Bean Stock: Stock & savings programs like the equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off: Flexible scheduling and opportunities for paid time off.

How to Apply

If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. Apply for this job