Senior Program Manager, Consumer Customer Service Support, Program Delivery Group at arenaflex
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.
In today's fast-paced and ever-evolving retail landscape, arenaflex is at the forefront of innovation, committed to delivering exceptional customer experiences that set the standard for excellence. As a Senior Program Manager in the Consumer Customer Service Support (C2S2) Program Delivery team, you will be instrumental in driving strategic initiatives that positively impact the customer and customer service associate experiences.
About arenaflex
arenaflex is a global leader in e-commerce, committed to revolutionizing the way people shop and interact with brands. With a culture that values innovation, customer obsession, and operational excellence, arenaflex is the perfect place for talented professionals who share our passion for delivering exceptional customer experiences.
Key Responsibilities
As a Senior Program Manager, you will be responsible for defining the strategy and direction for projects, gaining consensus and clear alignment at all levels, and driving the execution of programs that impact the customer and customer service associate experiences. Your key responsibilities will include:
* Defining the strategy and direction for projects and gaining consensus and clear alignment at all levels as appropriate.
* Interacting with cross-disciplinary and cross-functional teams, including 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.
* Defining, prioritizing, and planning projects that need to be implemented to execute on the process and technical requirements.
* Scheduling, securing resources, and managing cross-functional teams to deliver to these projects.
* Monitoring the execution and ensuring the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request.
* Monitoring project's overall progress; anticipating risks, resolving issues, and initiating corrective action as appropriate.
* Managing the dependencies and the interfaces between projects and negotiating the trade-offs needed.
* Providing overall stakeholder management and project progress reporting on a regular basis.
* Where applicable, managing and overseeing third-party contributions to the project.
A Day in the Life
As a Senior Program Manager at arenaflex, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. You will be responsible for driving strategic initiatives that positively impact the customer and customer service associate experiences. You will work closely with cross-functional teams to design and execute projects that meet the needs of our customers and associates.
Benefits
arenaflex offers a comprehensive benefits package that includes:
* 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 to have:
* 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 offers a competitive compensation package that 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.
Diversity, Equity, and Inclusion
arenaflex is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
How to Apply
If you are a motivated and experienced program manager looking for a new challenge, please apply to this role via our internal or external career site. We look forward to hearing from you!
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About arenaflex
arenaflex is a global leader in e-commerce, committed to revolutionizing the way people shop and interact with brands. With a culture that values innovation, customer obsession, and operational excellence, arenaflex is the perfect place for talented professionals who share our passion for delivering exceptional customer experiences.
Key Responsibilities
- Defining the strategy and direction for projects and gaining consensus and clear alignment at all levels as appropriate.
- Interacting with cross-disciplinary and cross-functional teams, including 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.
- Defining, prioritizing, and planning projects that need to be implemented to execute on the process and technical requirements.
- Scheduling, securing resources, and managing cross-functional teams to deliver to these projects.
- Monitoring the execution and ensuring the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request.
- Monitoring project's overall progress; anticipating risks, resolving issues, and initiating corrective action as appropriate.
- Managing the dependencies and the interfaces between projects and negotiating the trade-offs needed.
- Providing overall stakeholder management and project progress reporting on a regular basis.
- Where applicable, managing and overseeing third-party contributions to the project.
A Day in the Life
As a Senior Program Manager at arenaflex, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. You will be responsible for driving strategic initiatives that positively impact the customer and customer service associate experiences. You will work closely with cross-functional teams to design and execute projects that meet the needs of our customers and associates.
Benefits
- 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 to have:
- 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
We are looking for candidates with:
- 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 offers a competitive compensation package that 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.
Diversity, Equity, and Inclusion
arenaflex is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
How to Apply
If you are a motivated and experienced program manager looking for a new challenge, please apply to this role via our internal or external career site. We look forward to hearing from you!
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