Experienced Senior Manager Customer Care, Partner and Customer Service – Remote Opportunity at arenaflex

Unlock your potential with a new role at arenaflex as a Senior Manager Customer Care, Partner and Customer Service! This position is based in Remote and we are looking to fill it quickly. This position requires a strong and diverse skillset in relevant areas to drive success. The salary for this position is set at a competitive salary.

About arenaflex and the Opportunity

arenaflex is a leading organization in the industry, dedicated to delivering exceptional customer experiences and fostering a culture of innovation and growth. As a Senior Manager Customer Care, Partner and Customer Service, you will play a critical role in leading a dedicated team focused on resolving escalated customer service issues and managing executive escalations. This role emphasizes 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.

Responsibilities

As a Senior Manager Customer Care, Partner and Customer Service at arenaflex, your key responsibilities will include:

• Model leadership behaviors grounded in arenaflex's Mission and Values: Provide coaching and developmental opportunities to partners, ensuring they have the necessary tools and resources to deliver exceptional service.
• Manage, develop, and implement new processes to address escalations and highly visible mentions: Develop and implement effective strategies to address customer concerns and improve overall customer satisfaction.
• Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams: Collaborate with various stakeholders to develop cohesive engagement tactics and crisis management guides.
• Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides: Work closely with cross-functional teams to develop effective strategies for customer engagement and crisis management.
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media: Monitor social media conversations and develop strategies to engage with customers and address concerns.
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data: Analyze data to inform strategies and develop effective storytelling insights.
• Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes: Collaborate with cross-functional teams to innovate and redesign processes to improve customer satisfaction and experience.

Requirements

To be successful in this role, you will need:

• Bachelor's degree or significant relevant experience: A degree in a related field or significant relevant experience in customer service, customer care, or a related field.
• Professional experience managing branded channels across multiple social media platforms: Experience managing social media channels and developing effective engagement strategies.
• 5+ years managing successful teams: Proven experience managing successful teams and developing effective leadership skills.
• 5+ years general business experience in large, matrixed organizations: Experience working in large, matrixed organizations and developing effective business skills.
• 5+ years leading cross-functional initiatives: Proven experience leading cross-functional initiatives and developing effective collaboration skills.
• 5+ years change management experience: Experience managing change and developing effective strategies to drive change.
• Strong organizational planning, development, and business judgment: Strong organizational planning, development, and business judgment skills.
• Demonstrated history of delivering innovative solutions: Proven experience delivering innovative solutions and developing effective strategies.
• 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 experience would be beneficial:

• Strong awareness of emerging trends and analyzing data to provide actionable insights: Strong awareness of emerging trends and ability to analyze 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: arenaflex is committed to helping you achieve your educational goals.
• Health coverage with a variety of plans to choose from: arenaflex offers a range of health coverage options to suit your needs.
• Stock & savings programs like the equity reward program, Bean Stock: arenaflex offers a range of stock and savings programs to help you grow your wealth.
• Flexible scheduling and opportunities for paid time off: arenaflex values work-life balance and offers flexible scheduling and paid time off.

Simple Application Process

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