Manager Customer Excellence (Projects) at arenaflex

Join arenaflex, a leading global hospitality company, as a Manager Customer Excellence (Projects) and be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a key member of our Customer Excellence Team, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every guest with whom you interact.

About arenaflex

arenaflex, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. arenaflex is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the arenaflex Careers blog and Instagram to learn more about what it’s like to be on Team arenaflex!

Job Summary

As a Manager Customer Excellence (Projects), you will be the primary representative for arenaflex Reservations and Customer Care (HRCC) on both internal and corporate projects. You will collaborate with other project managers, owners, and participants to ensure all HRCC requirements and timelines are captured and completed. Your role is crucial in providing exceptional customer experiences, driving business growth, and improving operational efficiency.

Key Responsibilities

* Manage HRCC internal and corporate project deliverables using industry-standard project management tools

• Be primary relationship manager for partnerships (internal and external)
• Maintain project tracking tools and documentation to support the intake and oversight of new project requests
• Work with teams to develop comprehensive business cases including approval rationale, budget requirements, implementation criteria, and resource allocation
• Conduct and document business plans, standard operating procedures (SOPs), project trackers, and reporting requirement sessions
• Study and document standard processes and implement change to improve efficiency
• Be project lead coordinating teams and managing deliverables across multiple workstreams
• Be the HRCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to ensure HRCC requirements and timelines are defined and met

How You Will Collaborate With Others

* Partner with Process and Project Analysts to study, document, and implement business and process changes related to partnership programs

• Participate in partner project meetings representing HRCC, and document business discussions, outcomes, actions, and risks
• Represent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teams
• Bring teams together to document project tasks, assign owners, and timelines, and create a project framework for follow-up and execution when the programs are in business as usual
• Communicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projects
• Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation
• Consult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectations
• Support additional HRCC, corporate, and technical projects when not engaged in partnership-specific projects

What Projects You Will Take Ownership Of

* As part of HRCC Shared Services, you will be responsible for customer success projects related to internal and external partnerships, brands, and corporate pillar programs

• Time not dedicated to partnership-specific responsibilities will be allocated to supporting other HRCC and enterprise-wide projects and operational processes

Why You'll Be a Great Fit

* Four (4) years of project management, Agile methodology, and business process experience

• Two (2) years' experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts
• Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma
• Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports
• Experience collaborating with partner teams and senior leadership to guide strategic initiatives
• Travel less than 10%

Preferred Qualifications

* Four (4) years of experience in project management or process/project management

• PMP or relevant project management, process, or Agile certification

What It's Like Working for arenaflex

arenaflex offers a comprehensive benefits package, including:

• Medical and prescription drug coverage
• Dental coverage
• Vision coverage
• Life insurance
• Short-and long-term disability insurance
• Access to our employee stock purchase plan (ESPP) where you can purchase arenaflex shares at a 15 percent discount
• A 401(k) savings plan
• 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment
• Up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents
• 10 paid holidays and 2 floating holidays throughout the year
• Up to 5 bereavement days
• Flexible spending accounts
• A health savings account
• An employee assistance program
• Access to a care coordination program (“Wellthy”)
• A legal services program
• An educational assistance program
• Adoption assistance
• A backup childcare program
• Pre-tax commuter benefit
• Our travel discount

Work Environment and Culture

arenaflex is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Our diverse and inclusive environment is designed to support the mental and physical wellbeing of all Team Members, so they can thrive personally and professionally.

Compensation and Benefits

The annual salary range for this role is $70,000 - $100,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the arenaflex Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.

How to Apply

If you are a motivated and experienced project management professional looking for a new challenge, please submit your application to join our team at arenaflex. We look forward to hearing from you! Apply for this job