Partner Manager, Customer Experience – BPO Operations & Strategic Vendor Relationship Leadership

Join arenaflex and Shape the Future of Customer Experience

Are you passionate about delivering exceptional customer experiences and building strategic partnerships that drive operational excellence? arenaflex is seeking an experienced and dynamic Partner Manager to join our Customer Experience team. In this pivotal role, you will be responsible for managing and nurturing relationships with our Business Process Outsourcing (BPO) partners, ensuring seamless operations, maximizing customer satisfaction, and achieving ambitious business goals.

At arenaflex, we believe that every customer interaction is an opportunity to create a lasting impression. As a Partner Manager, you will serve as the crucial link between arenaflex and our external BPO partners, driving accountability, fostering a culture of high performance, and ensuring that our customers receive the outstanding support they deserve. This is a chance to make a significant impact on both our partner relationships and the overall customer journey.

What You'll Do

As a Partner Manager at arenaflex, you will take ownership of the daily operations of our BPO sites across assigned regions. Your role is multifaceted and requires a unique blend of relationship management, operational leadership, and strategic thinking. Here's what you can expect:

Relationship Management

• Regularly communicate with BPO partners to understand their needs, address concerns, and proactively manage expectations to foster strong, long-term relationships
• Cultivate a continuous improvement mindset across all partner interactions
• Work collaboratively with partners to build a strong team culture that embraces shared values and standards
• Ensure that partner teams deliver a customer experience that authentically represents the arenaflex brand across your assigned region
• Act as the primary escalation point for partner-related issues and concerns

Performance Monitoring & Optimization

• Track and analyze key performance indicators (KPIs) including Positive Experience scores, Issue Resolution rates, Average Handle Time, After Call Work, Quality metrics, and Speed to Answer Rates
• Identify areas for improvement and co-develop actionable improvement plans with partners
• Monitor performance outliers and collaborate with partners to optimize results across the entire advocate population
• Drive accountability and improvements in agent-level performance through comprehensive scorecard reporting
• Track corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, and other stakeholders

Internal Collaboration

• Work closely with internal teams including Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO
• Ensure seamless partner integration and alignment with arenaflex's overall company strategy
• Coordinate operations between arenaflex local and global teams and partner teams who manage day-to-day customer interactions
• Infuse arenaflex's mission, values, and culture into partner teams so they are reflected in every customer support interaction

Partner Training & Development

• Provide ongoing training and support to partners on BPO services, processes, and systems
• Ensure partners have the ability to effectively sell and deliver solutions
• Offer coaching and best practices to help elevate response quality and customer satisfaction
• Support partners in preparing for special events such as product launches, promotions, and communications reinforcements

Strategic Insights & Communication

• Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results
• Provide insights and recommendations for executive meetings including Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR)
• Bring the voice of the customer and advocates to stakeholders to develop new features, processes, and tools that improve the viewer experience
• Stay updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities

Operational Excellence

• Conduct audits of Statement of Work (SOW) documents, playbooks, and other operational documentation
• Collaborate in gathering information for new help center article creation including FAQs and Knowledge Base (KB) content
• Handle administrative support tasks including Purchase Orders, invoicing follow-up, and payment processing

What You'll Need

To succeed in this role, you'll need a unique combination of skills, experience, and personal attributes. We are looking for candidates who thrive in dynamic environments and are passionate about driving customer experience excellence.

Education & Experience

• Bachelor's degree in Business Administration, Business Management, or a related field
• 3+ years working in a high-volume customer-facing environment with operational leadership experience
• 5+ years of operational leadership experience
• Experience in building and managing internal or external teams
• Preferred: 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners

Core Competencies

• Exceptional Communication Skills: Excellent verbal and written communication skills to build rapport with partners and influence stakeholders at all levels
• Analytical Abilities: Strong analytical skills to monitor partner performance, identify areas for improvement, and drive continuous improvement in operational processes through effective partner leadership
• Problem-Solving Expertise: Proven problem-solving skills for addressing multiple, complex issues including escalations management
• Project Management: Solid project management skills to oversee partnership initiatives from inception to completion
• Influence & Advocacy: Proven ability to lead through influence and advocacy, driving results without direct authority
• Adaptability: Ability to work in an environment of change and deliver results under tight deadlines

Additional Requirements

• Flexibility to support operations including some weekends, nights, and holidays as needed
• Willingness to travel internationally as required
• Strong business acumen and understanding of the BPO industry (preferred)
• Disability accommodation for employment applications

Why Join arenaflex

At arenaflex, we are committed to creating a diverse, inclusive, and equitable workplace where all employees feel valued and empowered to bring their authentic selves to work. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best experiences, and remain relevant in a rapidly changing world.

Career Growth & Development

We believe in investing in our people. As a Partner Manager at arenaflex, you will have access to extensive professional development opportunities, including leadership training, industry certifications, and exposure to cross-functional projects that will accelerate your career growth. You'll work alongside talented professionals across various departments, gaining a comprehensive understanding of customer experience operations and vendor relationship management.

Compensation & Benefits

We offer competitive compensation packages that reflect your skills and experience. The hiring range for this position is $103,500.00 to $138,800.00 per year, with the actual base pay taking into account internal equity and may vary based on geographic region, job-related knowledge, skills, and experience. In addition to base salary, you may be eligible for bonus and long-term incentive units as part of our comprehensive compensation package.

Our benefits package includes:

• Full range of medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Paid time off and holidays
• Employee assistance programs
• Tuition reimbursement and professional development opportunities
• Employee discounts and perks

Our Culture

arenaflex fosters a collaborative, innovative, and supportive work environment where every voice matters. We encourage creativity and new ideas, and we celebrate achievements both big and small. Our commitment to diversity and inclusion means we welcome all job seekers, including individuals with disabilities and veterans with disabilities.

Equal Opportunity Employer

arenaflex and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. arenaflex fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world.

Ready to Make an Impact?

If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is the perfect role for you. Join arenaflex and help us shape the future of customer experience while building rewarding partnerships that make a difference.

We invite you to apply today and take the first step toward an exciting career with a company that values excellence, innovation, and people. Your journey to transforming customer experiences starts here!