Experienced Business Program Manager - Digital Customer Success at arenaflex

Join arenaflex, a global leader in the technology industry, as we embark on a mission to revolutionize the way we deliver customer experiences. As an Experienced Business Program Manager - Digital Customer Success, you will play a pivotal role in shaping the future of customer success at arenaflex. With a focus on digital customer experiences, you will bridge the gaps between customer and partner needs, driving business outcomes and customer satisfaction.

About arenaflex

arenaflex is a company that empowers every person and organization on the planet to achieve more. With a growth mindset, we innovate to empower others and collaborate to realize our shared goals. Our values of respect, integrity, and accountability create a culture of inclusion where everyone can thrive at work and beyond. As a global leader in the technology industry, we are committed to making a positive impact on the world.

The Digital Customer Success Unit

The Digital Customer Success Unit is a team of passionate professionals dedicated to providing intelligent digital experiences that enable success across our internal teams, customers, and partners. We are looking for an experienced Business Program Manager to join our team and help us deliver agile digital solutions that bridge the gaps between customer and partner needs and business outcomes.

Key Responsibilities

As an Experienced Business Program Manager - Digital Customer Success, you will be responsible for:

• Bridge Gaps: Identify and address customer and partner experience gaps through agile digital solutions, accelerating business and customer outcomes.
• Customer Lens: Enable digital experiences that are aligned with customer needs, business priorities, and CSAM goals, and that optimize the value realization of digital capabilities.
• Hyper Focus: Develop and test 1-2 prioritized digital customer experiences per quarter, from ideation and design through to production PoC, in partnership with E&O Commercial Systems Technology [CST] and CSBI Data Science.
• Get to Scale: Land and expand each prioritized digital solution across solution areas, customer segments, and regions to magnify impact.

Partnership and Collaboration

* With appropriate guidance, build cross-team coordination and community of business and engineers to address challenges and opportunities in the areas of business and technology integrations, and to deliver technical solutions.

• With appropriate guidance, garner support with internal stakeholders for solution vision, strategy, and roadmap to gain buy-in and alignment.
• With appropriate guidance, engage with stakeholders to clarify requirements for a solution, work through evolving needs and experiences, discuss scenarios, and communicate successful features and user stories.

Solution Definition and Design

* With appropriate guidance, support the vision, strategy, and experience of a solution area for a domain area (e.g., hiring).

• With appropriate guidance, align technical solutions with overall business strategic objectives.
• With appropriate guidance, understand and translate the opportunity areas and problem statements into business requirements for the all engineering teams working on the solution.

Solution Delivery and Maintenance

* Partner with the Engineering Team to deliver solution areas and minimize variance between estimates and actual project outcomes.

• Conduct user acceptance testing and/or focus groups to determine the end-user experience and needs.
• Utilize success metrics to evaluate the performance of the technical solution.

Thought Leadership

* Demonstrate expertise in technology landscape and business operations to ensure technical and business solutions are congruent and connected to provide the right business value.

• Support providing trusted voice at the decision-making table for both business and technical teams.
• Prepare business users for change due to implementation of new technical solutions.

Portfolio/Project Management

* Assist in tracking, coordinating, and communicating end-to-end project schedules for solution area(s).

• Assist in holding stakeholders accountable for following the schedule.
• Assist in tracking work, dependencies, and resources against project schedules to enable cohesive, connected user scenarios and utilize finite resources to accomplish goals.

Additional Responsibilities

* Understand current user needs and gaps by conducting qualitative and quantitative analysis.

• Proactively identify and manage scenario backlog, including ensuring partner dependencies are delivered in a timely fashion.
• Partner with the developer team on performance, trade-offs, engineering challenges, and prioritization.
• Define and drive A/B experimentation plans that ensure statistically meaningful conclusions are reached.

Qualifications

* Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years experience in program management, process management, process improvement or software development

• OR equivalent experience.
• 3+ years of experience with using data, analytics, and/or metrics.
• Experience with end-user facing products and services, focus on UX.
• Experience with data analysis experience with Excel, PowerBI, SQR, R, Python/Pandas, or other tools.
• Experience in building large scale solutions.
• Project management, leadership, and cross-group collaboration skills.
• Proficient written and verbal communication/presentation skills through all levels of organization, technical and non-technical.
• Analytical aptitude and track record of problem solving and ability to think strategically.
• Experience with A/B testing is a plus.

Compensation and Benefits

The typical base pay range for this role across the U.S. is USD $115,000 - $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $146,200 - $219,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.arenaflex.com/us/en/us-corporate-pay

How to Apply

If you are a motivated and experienced Business Program Manager looking to join a dynamic team, please submit your application by July 25, 2024. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. Apply Job! Apply for this job