Experienced Full Stack Process Manager – Card Customer Channels

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences through innovative process management. As a Principal Associate, Process Management, you'll be part of a talented team that thrives on understanding how things work, mapping out business processes, and making them better. If you're a highly motivated, disciplined process professional with a passion for collaboration, communication, and continuous improvement, we want to hear from you.

About arenaflex

arenaflex is a leading financial services company that's dedicated to helping our customers achieve their financial goals. With a strong commitment to innovation, customer satisfaction, and employee development, we're constantly pushing the boundaries of what's possible in the industry. Our team is passionate about creating a culture that's inclusive, diverse, and supportive, where everyone has the opportunity to grow and thrive.

The Role

As a Principal Associate, Process Management, you'll play a key role in delivering processes that impact our company's bottom line. You'll work closely with our product and operations teams to ensure efficient processes throughout the product development life cycle. Your expertise will be invaluable in influencing feature designs, implementing new features, and driving process improvements that enhance our customer experience.

Key Responsibilities

- Ensure efficient processes for collaboration between product and operations teams throughout the product development life cycle - Influence feature designs by being the voice of call center agents to ensure feature designs are developed working backward from phone agent and customer needs - Play a key role in implementing new features in our call center servicing application by ensuring good change management and a "soft landing" for changes - Make recommendations on the process and oversee implementation of call center agent testing of new features - Report results on implementation effectiveness/progress and agent feedback on new features - Identify and implement process improvements driving issue resolution/risk mitigation activities - Tracking and resolving process breakdowns - Understanding customers' needs of the process and driving process improvements - Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions - Assess unsolicited innovation ideas and partner with internal stakeholders to prioritize further investigation, testing, or implementation - Effectively explain and advocate for enhancements with an audience of product, intent or process partners and other stakeholders - Leverage insights and other data to identify potential areas of opportunity that could be solved or improved through innovative thinking or tools - Build relationships and collaborate with key stakeholders to understand and influence visions and roadmaps, understand processes, and drive results

Ideal Candidate

- Excellent communication, collaboration, and influencing skills - Strong problem-solving skills, with ability to develop and apply sound logic - Assertive, proactive, and results-focused - Detail-oriented with the ability to deliver timely, error-free work, with a high degree of independence - Ability to contribute actively in a team environment and support team goals - Considerate and encouraging of unique perspectives and approaches to work

Work from Home Technology Requirements

- Secure home office environment that is free from background noise and distractions - Reliable private internet connection that is not supplied via cellular data or hotspot is required - A private network that is password protected where you have ownership or line of sight to every device on the network - Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) - Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions - ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred - To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page - Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required arenaflex Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Basic Qualifications

- High School Diploma, GED, or equivalent certification - At least 2 years of Project or Process Management experience - At least 1 year of experience using Google Suite or Microsoft Office

Preferred Qualifications

- Bachelor's Degree or military experience - At least 1 year of experience in Call Center or Contact Center Operations - At least 3 years of experience in Agile, Process Management, Program Management, or Project Management - At least 3 years of experience implementing software or technology - Lean, Agile, Six Sigma, Business Process Management, or Project Management certification

Compensation and Benefits

arenaflex offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Our compensation package includes a minimum annual salary of $93,400 - $106,600, depending on location. Additionally, you'll be eligible to earn performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI).

Why Join arenaflex?

- Be part of a dynamic and innovative team that's shaping the future of financial services - Enjoy a flexible work-from-home arrangement that allows you to balance your work and personal life - Develop your skills and expertise through ongoing training and development opportunities - Collaborate with talented professionals who share your passion for process management and customer satisfaction - Enjoy a comprehensive benefits package that supports your physical, emotional, and financial well-being

How to Apply

If you're a motivated and experienced process professional who's passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We look forward to reviewing your application and discussing this exciting opportunity with you further.

Equal Opportunity Employer

arenaflex is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Apply for this job