Senior Manager, Customer Service – Driving Exceptional Customer Experience at arenaflex
At arenaflex, we're committed to elevating every life by transforming spaces into havens. As a leading innovation company, we're dedicated to creating smarter, safer, and more beautiful homes that improve lives. Our driving purpose is to make a positive impact on our business, shareholders, people, and the planet. When you join arenaflex, you become part of a high-performing team that's empowered to think big, learn fast, and make bold decisions. We're seeking an exceptional Senior Manager of Customer Service to lead our customer service team in delivering best-in-class B2B customer experience, financial performance, and employee engagement. As a key member of our team, you'll be responsible for building strategy, driving operational excellence, and fostering a culture of innovation and continuous improvement.
About arenaflex
arenaflex is a Fortune Brands Innovations, Inc. company, a leading innovation company focused on creating smarter, safer, and more beautiful homes and improving lives. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe, and Yale residential. We're headquartered in Deerfield, Illinois, and trade on the NYSE as FBIN.
Job Summary
The Senior Manager of Customer Service is a critical role that requires a customer-focused, results-driven, and adaptable leader who can drive exceptional customer experience and financial performance. As a senior leader, you'll be responsible for building and executing strategies that align with our company goals, fostering a culture of innovation and continuous improvement, and leading a team of customer service managers and associates in the US and Canada.
Key Responsibilities
* Lead a team of remote customer service managers and associates in the US and Canada to deliver best-in-class service
- Implement best operating practices to drive continuous improvement, innovation, and excellent service
- Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities
- Meet department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
- Prepare and present regular reports on department performance, customer feedback, and key metrics
- Maintain professional and technical knowledge by tracking emerging trends in customer service operations management
- Align customer service activities and initiatives throughout the organization by partnering cross-functionally with sales, logistics, distribution, operations, and marketing to support customer priorities and service
- Ensure efficient operations, including staffing, scheduling, and resource allocation
- Monitor metrics and performance indicators, including call and email management
- Drive the strategy for customer service operations, focusing on enhancing customer experience and evolving best practice call center tactics and technology
- Oversee training programs for customer service staff, ensuring ongoing development and skill enhancement
Essential Qualifications
* Bachelor's degree required
- Minimum of 7-10 years of experience in a call center industry, including prior experience in a leadership capacity
- Awareness of customer service industry trends and technological advances
- Demonstrated knowledge of Microsoft Office tools
- Ability to plan and execute based on analytics
- Knowledge of call, order, OCR, and workforce management systems
- Proven success in leading cross-functional teams and projects
Preferred Qualifications
* Master's degree or higher
- Experience in a similar role at a leading customer service organization
- Certification in customer service or a related field
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work under pressure and manage multiple priorities
Skills and Competencies
* Strong leadership and interpersonal skills
- Excellent communication and problem-solving abilities
- Proficiency in call center software and CRM systems
- Analytical mindset with the ability to interpret data and make informed decisions
- Customer-focused, results-driven, and adaptable
- Ability to work under pressure and manage multiple priorities
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager of Customer Service, you'll have opportunities to:
- Develop and execute strategies that drive exceptional customer experience and financial performance
- Lead a team of customer service managers and associates in the US and Canada
- Collaborate with cross-functional teams to support customer priorities and service
- Oversee training programs for customer service staff, ensuring ongoing development and skill enhancement
- Participate in professional development opportunities, including training and certification programs
Work Environment and Company Culture
arenaflex is a remote-friendly company that offers a flexible and dynamic work environment. As a Senior Manager of Customer Service, you'll have the opportunity to work from home and collaborate with our team of customer service professionals in the US and Canada. Our company culture is built on the principles of innovation, continuous improvement, and customer focus.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a base salary range of $80,000 USD - $126,500 USD. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance or a role-based sales incentive plan. We also offer comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates' unique needs.
How to Apply
If you're a customer-focused, results-driven, and adaptable leader who is passionate about delivering exceptional customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.
Reasonable Accommodations
arenaflex is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at [insert contact information] and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to. Apply for this job