Senior Program Manager, Consumer Customer Service Support, Program Delivery Group

Join arenaflex's Consumer Customer Service Support (C2S2) Program Delivery team as a Senior Program Manager and play a pivotal role in shaping the customer experience. Are you a seasoned program manager with a passion for driving customer-centric initiatives? Do you thrive in fast-paced environments where collaboration, negotiation, and prioritization are key? Look no further! arenaflex is seeking an experienced Senior Program Manager to join our Consumer Customer Service Support (C2S2) Program Delivery team.

About arenaflex

arenaflex is a global leader in the e-commerce industry, dedicated to providing an exceptional customer experience. Our Consumer Customer Service Support (C2S2) Program Delivery team is responsible for ensuring readiness and delivering projects that impact the customer and CS associate experiences. As a Senior Program Manager, you will collaborate with global, cross-functional business teams and CS operations to drive project success and advocate for the customer experience.

Key Responsibilities

As a Senior Program Manager, you will:

• Define the strategy and direction for projects and gain consensus and clear alignment at all levels as appropriate.
• Interact with cross-disciplinary and cross-functional teams like Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams to design the project's standard operational procedures, processes, and technical requirements.
• Define, prioritize, and plan projects that need to be implemented to execute on the process and technical requirements.
• Schedule, secure resources, and manage cross-functional teams to deliver to these projects.
• Monitor the execution and ensure the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request.
• Monitor project's overall progress; anticipate risks, resolve issues, and initiate corrective action as appropriate.
• Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
• Provide overall stakeholder management and project progress reporting on a regular basis.
• Where applicable, manage and oversee third-party contributions to the project.

A Day in the Life

As a Senior Program Manager at arenaflex, you can expect a dynamic and fast-paced work environment. You will have the opportunity to work with cross-functional teams, collaborate with global business teams, and drive project success. arenaflex offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. Some of the benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

Qualifications

To be successful in this role, you will need:

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Bachelor's Degree

Preferred Qualifications

* 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field

Compensation

arenaflex's compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Diversity, Equity, and Inclusion

arenaflex is committed to a diverse and inclusive workplace. arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

How to Apply

If you are a motivated and experienced program manager looking to join a dynamic team, apply now! This position will remain posted until filled. Applicants should apply via our internal or external career site. Apply Job! Apply for this job