Experienced Manager, Customer Experience Partner Success – Remote Opportunity at arenaflex

At arenaflex, we're revolutionizing the way people interact with our global network of support centers, striving to deliver an exceptional customer experience at scale. As a Manager, Customer Experience Partner Success, you'll play a pivotal role in enhancing the quality of our customer support experience by partnering with support partners (BPOs) to ensure their quality meets arenaflex expectations. If you're passionate about driving operations excellence, quality improvements, and customer satisfaction, we invite you to join our dynamic team.

About arenaflex

arenaflex is a technology and logistics company that's rapidly growing and changing. Our mission is to empower local economies, and we're committed to supporting employees' happiness, healthiness, and overall well-being. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. Our team members are passionate about making a difference, and we're looking for like-minded individuals to join our community.

About the Role

As a Manager, Customer Experience Partner Success, you'll be responsible for managing the support experience of our international last-mile logistics platform. Your key responsibilities will include:

• Creating new and using existing reporting to identify areas to improve performance metrics and productivity through quality monitoring
• Executing quality monitoring programs that result in measurable behavioral changes in Teammates (agents)
• Partnering with training and content to reinforce compliance with new launches, processes, and policies
• Maintaining multiple sites' quality performance within a calibrated target
• Performing business review with Support Partner Teams
• Identifying, recommending, and formulating process and project improvements
• Working cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs
• Identifying and reporting on trends early and often
• Other projects assigned by management or as needed

This role may require 20% travel (International and Domestic).

We're Excited About You Because

* You have a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas

• You have 3+ years of support operations experience managing support KPIs such as CSAT
• You have driven operations excellence and quality improvements across multiple support sites
• You are analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty
• You know how to present complex information clearly and concisely with strong written, verbal, and visual communication skills
• You are well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities
• Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously
• Have an owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better

What We Offer

* A competitive salary, with a base pay range of $112,200 - $165,000 USD, localized according to your work location

• Opportunities for equity grants
• A comprehensive benefits package, including a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays
• Medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program, among others
• A dynamic and inclusive work environment, with a commitment to diversity and inclusion
• Opportunities for career growth and professional development
• A chance to make a meaningful impact on our customers and the community

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. We're an equal opportunity employer, and we welcome applications from diverse candidates.

How to Apply

If you're passionate about customer experience, operations excellence, and quality improvements, we encourage you to apply. Even if you feel you're not a perfect match, we'd still love to hear from you. Please submit your application through our website, and we'll be in touch soon.

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