Remote Manager – OSP Customer Care Service Team Leader – Sponsored Programs & Research Funding Support (Fully Remote)

About arenaflex

arenaflex is a forward‑thinking organization dedicated to empowering academic institutions, research centers, and nonprofit entities to navigate the complex world of sponsored programs. With a mission to simplify grant administration, ensure compliance, and elevate the experience of investigators and partners, arenaflex has built a reputation for excellence, innovation, and unwavering support. Our team works across continents, leveraging cutting‑edge technology and a collaborative culture to deliver best‑in‑class customer care for every stakeholder involved in research funding.

Why This Role Matters

As the Remote Manager of the OSP Customer Care Service Team, you will be the linchpin that connects researchers, administrators, and external funders. Your leadership will directly influence the satisfaction of thousands of grant applicants and awardees, ensuring that arenaflex remains the trusted partner for seamless sponsored program management. This is a high‑visibility position that blends strategic oversight with hands‑on mentorship, offering you the chance to shape service delivery at a national—and even global—scale.

Key Responsibilities

• Team Leadership & Operations: Direct daily operations of the OSP Customer Care Service Team, setting clear performance targets, monitoring workflow, and ensuring that service level agreements (SLAs) are consistently met or exceeded.
• Mentorship & Development: Coach, mentor, and develop a diverse group of customer care specialists, fostering a culture of continuous learning, empowerment, and professional growth.
• Strategic Service Improvement: Design, implement, and refine strategies that boost service efficiency, reduce response times, and elevate overall customer satisfaction scores.
• Data‑Driven Decision Making: Analyze key service metrics—such as ticket volume, resolution rates, and Net Promoter Scores—to identify trends, root causes, and opportunities for process optimization.
• Escalation Management: Serve as the primary escalation point for complex or high‑impact inquiries, ensuring swift resolution and maintaining strong relationships with stakeholders.
• Cross‑Functional Collaboration: Partner with OSP policy experts, compliance officers, IT, finance, and external partners to resolve issues, streamline processes, and enhance the end‑to‑end customer journey.
• Training & Knowledge Sharing: Develop and deliver comprehensive training programs on sponsored program policies, compliance requirements, and best practices for both new hires and seasoned team members.
• Compliance & Risk Management: Ensure that all customer interactions adhere to federal, state, and institutional regulations governing research funding, and proactively mitigate risk.
• Innovation Advocacy: Champion the adoption of new tools—such as advanced CRM platforms, AI‑driven chatbots, and analytics dashboards—to keep arenaflex at the forefront of customer service technology.

Essential Qualifications

• Bachelor’s degree in Business Administration, Public Administration, Higher Education, or a related field; or equivalent professional experience.
• Minimum of 5 years’ experience managing customer service teams, preferably within academic, research, or grant‑administration environments.
• Demonstrated ability to lead remote or hybrid teams, with a track record of achieving measurable performance improvements.
• Strong analytical skills, with experience interpreting service data, generating actionable insights, and presenting findings to senior leadership.
• Exceptional communication and interpersonal abilities, capable of building rapport with internal stakeholders, external funders, and diverse customer groups.
• Proficiency with customer relationship management (CRM) systems, ticketing platforms, and data visualization tools (e.g., Salesforce, Zendesk, Power BI, Tableau).

Preferred Qualifications & Nice‑to‑Haves

• Experience in grant management, sponsored research programs, or university research administration.
• Familiarity with compliance frameworks such as the Uniform Guidance, OMB Circulars, and institutional research policies.
• Certification in Project Management (PMP) or Service Management (ITIL) that demonstrates a structured approach to process improvement.
• Background in change management, with the ability to guide teams through technology adoption and procedural updates.
• Multilingual capabilities or experience supporting international research collaborations.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop talent in a remote environment.
• Strategic Thinking: Vision to align day‑to‑day operations with broader organizational goals.
• Customer‑Centric Mindset: Deep empathy for the challenges faced by researchers and administrators.
• Analytical Acumen: Comfort working with large data sets, KPI dashboards, and performance metrics.
• Problem‑Solving: Quick, decisive action when handling escalated or high‑stakes issues.
• Technology Savvy: Proficiency with modern CRM, ticketing, and collaboration tools; openness to emerging AI solutions.
• Compliance Awareness: Understanding of regulatory requirements governing research funding.
• Communication Excellence: Clear, concise, and persuasive written and verbal communication.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Leadership development programs, including executive coaching and mentorship from senior arenaflex leaders.
• Continuous education stipends for certifications, workshops, and conferences related to grant administration, compliance, and customer service excellence.
• Opportunities to lead cross‑functional initiatives that influence company‑wide policy and technology roadmaps.
• Exposure to a global network of research institutions, expanding your industry knowledge and professional contacts.
• A clear promotion pathway toward senior management positions such as Director of Customer Experience or Vice President of Sponsored Programs Services.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Collaboration, Innovation, and Impact. We celebrate diversity, encourage curiosity, and empower employees to take ownership of their work. As a fully remote team, you will enjoy:

• Flexible scheduling that respects work‑life balance and accommodates different time zones.
• A supportive virtual community with regular team‑building events, coffee chats, and wellness activities.
• State‑of‑the‑art collaboration tools that keep you connected to colleagues, leadership, and stakeholders.
• A transparent communication style where ideas are welcomed, and feedback loops are integral to our processes.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Market‑aligned base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Generous paid time off (PTO) and holidays, plus additional days for volunteer work.
• Remote work stipend covering home office equipment, internet, and ergonomic accessories.
• Wellness programs, including virtual fitness classes, mental‑health resources, and employee assistance programs.
• Professional development budget and tuition reimbursement for advanced degrees.
• Employee recognition programs that celebrate achievements and milestones.

How to Apply

If you are passionate about delivering exceptional service to the research community, thrive in a remote leadership role, and want to make a tangible impact on the future of sponsored programs, we invite you to join arenaflex. Click the link below to submit your application and become part of a team that values excellence, integrity, and innovation.

Apply to this role at arenaflex

Closing Statement

arenaflex is committed to building an inclusive workforce where every voice is heard and every employee can grow. We look forward to reviewing your application and exploring how your expertise can help us elevate the customer experience for sponsored programs worldwide. Take the next step in your career—apply today and help shape the future of research funding with arenaflex.