Senior Manager, Customer Care – Empowering Partners and Delivering Exceptional Service at arenaflex

Are you a seasoned leader with a passion for customer care and a knack for driving innovation? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex as a Senior Manager, Customer Care, where you'll lead a dedicated team in resolving escalated customer service issues and managing executive escalations. As a key member of our Partner and Customer Service team, you'll empower our partners with the necessary tools and resources to deliver exceptional service while collaborating with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.

About arenaflex

arenaflex is a leading global company that's passionate about delivering exceptional customer experiences. We're committed to empowering our partners to make a positive impact in the lives of our customers, and we're looking for talented individuals like you to join our team. As a Senior Manager, Customer Care, you'll be part of a dynamic team that's dedicated to driving innovation, improving processes, and delivering results.

Responsibilities

As a Senior Manager, Customer Care, you'll be responsible for leading a dedicated team in resolving escalated customer service issues and managing executive escalations. Your key responsibilities will include:

• Modeling leadership behaviors grounded in arenaflex's Mission and Values: You'll provide coaching and developmental opportunities to partners, empowering them to deliver exceptional service and live our company's values.
• Managing, developing, and implementing new processes: You'll develop and implement new processes to address escalations and highly visible mentions, ensuring that our customers receive the best possible service.
• Providing customer care and executive escalations insights: You'll provide insights, messaging guidance, and response recommendations across teams, ensuring that our customers receive timely and effective support.
• Partnering with public affairs, social marketing, risk, and legal: You'll collaborate with these teams to develop cohesive engagement tactics and crisis management guides, ensuring that our customers receive the best possible support.
• Supporting the enterprise social customer care strategy: You'll support the development of our social customer care strategy, monitoring conversations across social media and providing insights to inform our approach.
• Performing research, listening, and performance analysis: You'll conduct research, listening, and performance analysis to inform strategies and storytelling insights through data, ensuring that our customers receive the best possible service.
• Collaborating and establishing partnerships: You'll collaborate and establish partnerships with support and business units to continuously innovate and redesign processes, ensuring that our customers receive the best possible service.

Requirements

To be successful in this role, you'll need to have:

• A Bachelor's degree or significant relevant experience: You'll have a strong educational background or significant relevant experience in customer care, leadership, or a related field.
• Professional experience managing branded channels across multiple social media platforms: You'll have experience managing branded channels across multiple social media platforms, ensuring that our customers receive the best possible service.
• 5+ years managing successful teams: You'll have a proven track record of managing successful teams, ensuring that our customers receive the best possible service.
• 5+ years general business experience in large, matrixed organizations: You'll have experience working in large, matrixed organizations, ensuring that our customers receive the best possible service.
• 5+ years leading cross-functional initiatives: You'll have experience leading cross-functional initiatives, ensuring that our customers receive the best possible service.
• 5+ years change management experience: You'll have experience driving change and managing complex projects, ensuring that our customers receive the best possible service.
• Strong organizational planning, development, and business judgment: You'll have strong organizational planning, development, and business judgment skills, ensuring that our customers receive the best possible service.
• Demonstrated history of delivering innovative solutions: You'll have a proven track record of delivering innovative solutions, ensuring that our customers receive the best possible service.
• Experience facilitating root cause analysis and driving solutions to complex problems: You'll have experience facilitating root cause analysis and driving solutions to complex problems, ensuring that our customers receive the best possible service.
• Strong reporting skills with the ability to summarize data into MBR reports: You'll have strong reporting skills, with the ability to summarize data into MBR reports, ensuring that our customers receive the best possible service.

Nice-to-haves

While not required, the following skills and qualifications would be a plus:

• Strong awareness of emerging trends and analyzing data to provide actionable insights: You'll have a strong awareness of emerging trends and the ability to analyze data to provide actionable insights, ensuring that our customers receive the best possible service.
• Ability to apply knowledge of multidisciplinary business principles and practices: You'll have the ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects, ensuring that our customers receive the best possible service.

Benefits

As a Senior Manager, Customer Care at arenaflex, you'll enjoy a range of benefits, including:

• 100% tuition coverage through arenaflex's College Achievement Plan: You'll have the opportunity to pursue higher education without incurring any tuition costs, ensuring that you have the skills and knowledge you need to succeed in your role.
• Health coverage with a variety of plans to choose from: You'll have access to a range of health coverage options, ensuring that you and your loved ones have the support you need.
• Stock & savings programs like the equity reward program, Bean Stock: You'll have the opportunity to participate in stock and savings programs, ensuring that you have a stake in the company's success.
• Flexible scheduling and opportunities for paid time off: You'll have the flexibility to manage your schedule and take time off when you need it, ensuring that you have a healthy work-life balance.

How to Apply

If you're a motivated and experienced leader who's passionate about customer care, we invite you to apply for the Senior Manager, Customer Care role at arenaflex. Please submit your application through our website, including your resume, cover letter, and any other relevant materials. We can't wait to hear from you! Apply for this job