Experienced Full Stack Senior Manager, Customer Care – Partner and Customer Service

At arenaflex, we're not just a company – we're a community of passionate individuals driven by a shared purpose. We're dedicated to delivering exceptional customer experiences, and we're looking for a dynamic leader to join our Partner and Customer Service team as a Senior Manager, Customer Care. If you're a seasoned professional with a passion for customer service, leadership, and innovation, we want to hear from you!

About arenaflex

arenaflex is a forward-thinking organization that's committed to making a positive impact on our customers' lives. We're a company that values diversity, equity, and inclusion, and we're dedicated to creating a workplace that's welcoming and inclusive for all. Our team is comprised of talented individuals from diverse backgrounds, and we're proud to offer a comprehensive benefits package that includes 100% tuition coverage, health coverage, and stock & savings programs.

Job Summary

As a Senior Manager, Customer Care, you'll be responsible for leading a high-performing team of customer service professionals who are dedicated to resolving escalated customer service issues, managing executive escalations, and supporting social care strategy. You'll work closely with internal and external stakeholders to develop and implement new processes, provide customer care and executive escalations insights, and collaborate on crisis management guides. Your expertise will be essential in driving continuous improvement, generating insights, and informing strategies that meet our customers' evolving needs.

Key Responsibilities

* Model leadership behaviors that are grounded in arenaflex's Mission and Values, providing coaching, feedback, and developmental opportunities to partners

• Manage, develop, and implement new processes to address escalations and highly visible mentions, providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media, and addressing important mentions in real-time through documentation
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data, collaborating with support and business units to continuously innovate and redesign processes to better serve our customers and partners
• Develop and implement effective training programs to enhance customer service skills and knowledge, ensuring that partners are equipped to deliver exceptional service and exceed customer expectations

Essential Qualifications

* Bachelor's degree or significant relevant experience

• Professional experience managing branded channels across multiple social media platforms
• 5+ years managing successful teams
• 5+ years general business experience in large, matrixed organizations
• 5+ years leading cross-functional initiatives
• 5+ years change management
• Strong organizational planning, development, and business judgment
• Demonstrated history of delivering innovative solutions
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use
• Strong organizational planning and development, and business judgment
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities
• Strong awareness of emerging trends and analyzing data to provide actionable insights
• Able to provide insights that influence future strategy. Able to distinguish between an interesting fact and an actionable insight.
• Strong reporting skills; can clearly summarize data into MBR reports.
• People manager; consistent and strong collaborator who galvanizes, leads, and inspires cross-functional teams.

Preferred Qualifications

* Master's degree or advanced relevant experience

• Experience working in a customer-centric industry
• Proven track record of driving business growth and improving customer satisfaction
• Strong understanding of social media platforms and their role in customer engagement
• Experience with data analysis and reporting tools
• Certification in customer service or a related field

Skills and Competencies

* Excellent leadership and communication skills

• Strong analytical and problem-solving skills
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Ability to collaborate with cross-functional teams
• Strong understanding of customer service principles and practices
• Experience with customer relationship management (CRM) software
• Strong knowledge of social media platforms and their role in customer engagement

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager, Customer Care, you'll have access to a range of learning and development opportunities, including:

• Regular training and development programs to enhance customer service skills and knowledge
• Opportunities for career advancement and professional growth
• Access to arenaflex's comprehensive benefits package, including 100% tuition coverage, health coverage, and stock & savings programs
• Collaborative and supportive work environment that encourages innovation and creativity

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. Our team is comprised of talented individuals from diverse backgrounds, and we're committed to creating a workplace that's welcoming and inclusive for all. We offer a range of benefits and perks, including:

• Flexible scheduling and opportunities for paid time off
• Comprehensive compensation and benefits package, including 100% tuition coverage, health coverage, and stock & savings programs
• Collaborative and supportive work environment that encourages innovation and creativity
• Opportunities for career advancement and professional growth

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation and benefits package that includes:

• Competitive salary
• 100% tuition coverage through our arenaflex College Achievement Plan
• Health coverage with a variety of plans to choose from
• Stock & savings programs, including our equity reward program, Bean Stock
• Flexible scheduling and opportunities for paid time off
• Collaborative and supportive work environment that encourages innovation and creativity

How to Apply

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and learn more about your qualifications and experience. Apply to this job

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's welcoming and inclusive for all, and we're proud to offer a comprehensive benefits package that includes 100% tuition coverage, health coverage, and stock & savings programs.

Accommodations for Applicants with Disabilities

arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at [email protected]. Apply for this job