Experienced Shared Services Manager, Partner & Customer Service – Remote Opportunity at arenaflex

As a forward-thinking and innovative organization, arenaflex is dedicated to delivering exceptional customer experiences across multiple channels. We're seeking an experienced Shared Services Manager, Partner & Customer Service to join our team and drive operational excellence in our contact centers. This is a unique opportunity to showcase your passion for continuous improvement, leadership skills, and expertise in creating intuitive and effortless service experiences.

About arenaflex

arenaflex is a leading company that has revolutionized the way we approach customer service. Our mission is to provide a seamless and personalized experience for our customers, partners, and agents. We're committed to fostering a culture of innovation, collaboration, and continuous improvement. Our team is passionate about making a difference and delivering exceptional results.

Position Overview

As a Shared Services Manager, Partner & Customer Service, you will play a critical role in improving contact center service experiences for customers, partners, and agents. You will lead cross-functional teams to identify opportunities for improvement, implement countermeasures to eliminate waste, mitigate risk, reduce costs, and drive operational excellence. Your expertise in continuous improvement will enable you to drive transformational projects, coach and mentor team members, and educate them on operational improvement and CI principles.

Key Responsibilities

* Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers

• Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce costs, and drive operational excellence
• Educate team members on operational improvement and CI principles
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center
• Develop and implement process improvements to enhance customer satisfaction, reduce contact volume, and drive brand affinity
• Collaborate with stakeholders to identify opportunities for improvement and develop strategic plans to address them
• Analyze data and metrics to measure the effectiveness of improvement initiatives and make data-driven decisions

Essential Qualifications

* 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives

• 3 years of experience in implementation and/or project management
• 3+ years of experience conducting requirements gathering and analysis
• Expertise in building and establishing relationships across multiple levels, both within and external to the organization
• Skilled in influencing and managing change
• Ability to work in a fast-paced and changing environment
• Strong decision-making skills
• Ability to apply a structured problem-solving framework
• Process improvement experience (formal or informal)
• Bachelor's degree or significant relevant experience
• Hands-on experience designing tools for operations supporting contact centers or customer experience
• Strong organizational planning, development, and business judgment
• Demonstrated history of delivering innovative solutions
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use

Preferred Qualifications

* Experience working in a contact center or customer experience environment

• Knowledge of continuous improvement methodologies and tools
• Certification in Lean, Six Sigma, or other process improvement disciplines
• Experience with data analysis and metrics-driven decision-making
• Strong communication and interpersonal skills
• Ability to work in a remote environment

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Flexible work arrangements, including remote work options
• Collaborative and dynamic work environment
• Comprehensive training and onboarding program
• Access to cutting-edge tools and technologies
• Recognition and rewards for outstanding performance

Work Environment and Culture

arenaflex is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe that our differences are our strength and that our unique perspectives and experiences enable us to better serve our customers and partners. Our culture is built on a foundation of collaboration, innovation, and continuous improvement. We're passionate about making a difference and delivering exceptional results.

How to Apply

If you're a motivated and results-driven professional with a passion for continuous improvement, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We're an equal opportunity employer and welcome applications from diverse candidates.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to hear from interested candidates and look forward to connecting with you. Apply To This Job Apply for this job