Experienced Full Stack Customer Experience & Service Transformation Senior Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to accelerate growth and value for our clients through sustained customer relevance. As a Customer Experience & Service Transformation Senior Manager, you'll play a critical role in driving success by leveraging your expertise in customer support and contact centers, as well as your understanding of the software that enables them.

About arenaflex

arenaflex is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance services – creating tangible value at speed and scale. We're a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Our broad range of services, solutions, and assets across Strategy & Consulting, Technology, Operations, Industry X, and Song enable us to help our clients reinvent and build trusted, lasting relationships.

Your Next Career Move

We're looking for an experienced and visionary leader to join our team as a Customer Experience & Service Transformation Senior Manager. In this role, you'll have the opportunity to work with a vibrant community, drive success, and contribute to the growth and value of our clients. If you're passionate about customer experience, service transformation, and leading high-performing teams, we want to hear from you!

Key Responsibilities

As a Customer Experience & Service Transformation Senior Manager, you'll be responsible for:

• Evaluating clients' current customer service offerings and organizations, identifying gaps and opportunities, and generating and prioritizing recommendations for strategic solutions that address their unique needs and business goals.
• Quantifying business cases, estimating the value impact of recommendations, and sequencing transformation roadmaps to realize benefits over time.
• Leading delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences.
• Collaborating across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions.
• Advising clients on how technologies, including CCaaS, CRM, and GenAI, can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences.
• Establishing relationships with client stakeholders and building long-term partnerships for arenaflex.
• Identifying opportunities and driving new business development efforts to help new and existing clients transform their customer service.
• Managing and coaching junior team members, and continuing to grow your own expertise.
• Contributing to perspectives and thought leadership to help arenaflex maintain its thought-leadership position.

Requirements

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

• At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties, such as:

+ Working in-depth with customer service and support business processes and capabilities. + Solutioning and selling new ideas and proposals. + Incorporating experience design and analytics into customer service and support processes. + Leading and understanding large, complex global transformation projects.

• At least 5 years of experience working with:

+ Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem. + Customer service platform technologies such as Salesforce and Dynamics. + Artificial intelligence and front-end digital platforms.

• A Bachelor's degree in engineering, computer science, information systems, or business.
• Bonus points if you have an MBA or equivalent graduate degree, were responsible for a customer support organization, have hands-on experience with artificial intelligence and conversational design, or have expertise in Financial Services or Products.

What We Offer

As a Customer Experience & Service Transformation Senior Manager at arenaflex, you'll enjoy:

• A competitive salary range of $132,500 to $302,400, depending on location.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• The chance to work with a talented and diverse team of professionals.
• The opportunity to make a real, lasting, positive difference in the lives of our clients and their customers.

How to Apply

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. Apply for this job