Senior Manager Customer Service Customer Advocacy – arenaflex

Join arenaflex's Customer Advocacy Team and Shape the Future of Customer Experience

At arenaflex, we're revolutionizing the way we interact with our customers, and we're looking for a seasoned leader to join our Customer Advocacy team as a Senior Manager. As a key member of our organization, you'll have the opportunity to drive strategic direction, lead a global team, and make a lasting impact on our customers' experiences.

About arenaflex

arenaflex is a global leader in the industry, known for our innovative approach to customer service and our commitment to excellence. With a diverse range of products and services, we're constantly pushing the boundaries of what's possible. Our team is passionate, driven, and dedicated to delivering exceptional results.

Job Summary

As a Senior Manager Customer Service Customer Advocacy, you'll lead a global organization that owns several products designed to align customer problems and experiences with the right owners and drive root cause resolution. You'll be responsible for developing and executing strategies that drive customer experience excellence, leading a team of up to 200 employees, and collaborating with cross-functional teams to identify opportunities and engage business owners.

Key Responsibilities

* Develop and lead a team of up to 200 employees with 6+ direct reports

• Manage a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times
• Communicate clearly with key stakeholders up to SVP level on issues impacting the customer experience and own the execution of proactive communications and remedial actions to mitigate against customer-impacting issues
• Work backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, in order to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts
• Provide quantitative and qualitative information to business teams in order to drive process/policy change initiatives and root-cause resolution of customer pain-points by engaging with the relevant senior stakeholders through weekly, monthly, and quarterly business reviews
• Problem-solving with strong analytical and EI skills
• Building and maintaining strong internal relationships across CS and with multiple business teams
• Communicating and presenting to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects

Essential Qualifications

* Bachelor's Degree in Business Management related degree required

• 10+ years experience in roles that required data analysis, program management, creative problem-solving, and cross-functional collaboration
• 10+ years experience leading leaders across varying disciplines including program, product, and analytics roles
• 10+ years experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts
• Global Stakeholder Management Experience across Americas, EU, and Asia Pacific regions
• People management experience; leading multifunctional groups/teams

Preferred Qualifications

* Advanced degree (technical or MBA)

• Six Sigma Master Black Belt or Lean Certification
• Experience of remote management across multiple locations
• Experience in customer service operations
• Working knowledge of SQL and statistical concepts
• Ability to converse with technology teams to bridge the language gap between business and tech
• Proven track record of delivering large-scale, complex, and cross-functional projects and programs
• Experience communicating and presenting to senior leaders with exceptional ability to influence without authority
• Demonstrated ability to assess trade-offs and have the right instinct where data-based decision is not possible
• Ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a global leader in the industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Flexible work arrangements and remote work options
• Access to cutting-edge technology and tools
• Comprehensive training and onboarding program

How to Apply

If you're a motivated and experienced leader who is passionate about customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Apply Now!

Note:

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 [arenaflex's disability accommodation page](https://www.arenaflex.com/disability-accommodation). Apply for this job