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

At arenaflex, we're not just building a company – we're crafting a community that's passionate about delivering exceptional customer experiences. As a Senior Manager Customer Care, Partner and Customer Service, you'll be at the forefront of this mission, leading a dedicated team to resolve escalated customer service issues and manage executive escalations. If you're a seasoned leader with a knack for empowering partners and driving business growth, we want to hear from you.

About arenaflex

arenaflex is a dynamic and innovative company that's revolutionizing the way we interact with customers. With a strong commitment to customer satisfaction and a passion for delivering exceptional experiences, we're constantly pushing the boundaries of what's possible. Our team is made up of talented individuals who share a common goal: to make a meaningful impact on our customers' lives. As a Senior Manager Customer Care, Partner and Customer Service, you'll be part of a collaborative and supportive environment that encourages growth, innovation, and creativity.

Responsibilities

As a Senior Manager Customer Care, Partner and Customer Service, you'll be responsible for:

• Modeling leadership behaviors grounded in arenaflex's Mission and Values: Provide coaching and developmental opportunities to partners, empowering them to deliver exceptional service and drive business growth.
• Managing, developing, and implementing new processes: Address escalations and highly visible mentions, ensuring that our customers receive the highest level of service and support.
• Providing customer care and executive escalations insights: Offer messaging guidance and response recommendations across teams, ensuring that our customers receive consistent and effective support.
• Partnering with public affairs, social marketing, risk, and legal: Develop cohesive engagement tactics and crisis management guides, ensuring that our customers receive timely and effective support.
• Supporting the enterprise social customer care strategy: Monitor conversations across social media, identifying opportunities to engage with customers and drive business growth.
• Performing research, listening, and performance analysis: Inform strategies and storytelling insights through data, ensuring that our customers receive personalized and effective support.
• Collaborating and establishing partnerships: Work with support and business units to continuously innovate and redesign processes, ensuring that our customers receive the highest level of service and support.

Requirements

To be successful in this role, you'll need:

• Bachelor's degree or significant relevant experience: A strong foundation in business, customer service, or a related field.
• Professional experience managing branded channels: Proven experience managing multiple social media platforms and developing effective engagement strategies.
• 5+ years managing successful teams: A track record of leading high-performing teams and driving business growth.
• 5+ years general business experience in large, matrixed organizations: A deep understanding of business operations and the ability to navigate complex organizational structures.
• 5+ years leading cross-functional initiatives: Proven experience leading initiatives that require collaboration and coordination across multiple teams and departments.
• 5+ years change management experience: A strong understanding of change management principles and the ability to drive business growth through change.
• Strong organizational planning, development, and business judgment: A proven ability to develop and implement effective business strategies and drive business growth.
• Demonstrated history of delivering innovative solutions: A track record of developing and implementing innovative solutions that drive business growth.
• Experience facilitating root cause analysis and driving solutions to complex problems: A strong understanding of problem-solving principles and the ability to drive business growth through effective problem-solving.
• Strong reporting skills with the ability to summarize data into MBR reports: A proven ability to analyze data and develop effective reports that drive business growth.

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: A deep understanding of emerging trends and the ability to analyze data to provide actionable insights.
• Ability to apply knowledge of multidisciplinary business principles and practices: A strong understanding of business principles and practices and the ability to apply them to achieve successful outcomes in cross-functional projects.

Benefits

As a Senior Manager Customer Care, Partner and Customer Service at arenaflex, you'll enjoy a range of benefits, including:

• 100% tuition coverage through arenaflex's College Achievement Plan: A comprehensive education program that covers 100% of tuition costs for eligible employees.
• Health coverage with a variety of plans to choose from: A range of health insurance plans to suit your needs and budget.
• Stock & savings programs like the equity reward program, Bean Stock: A comprehensive stock and savings program that rewards employees for their hard work and dedication.
• Flexible scheduling and opportunities for paid time off: A flexible work schedule and paid time off to ensure that you have a healthy work-life balance.

How to Apply

If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and be part of a community that's shaping the future of customer care. Apply for this job