Experienced Full Stack Process Manager – Card Customer Channels

Are you a process management expert looking for a challenging role that offers the convenience of working from home? Do you thrive in understanding how things work, mapping out business processes, and ensuring we have the right controls in place? Look no further than arenaflex, a leading financial services company that's revolutionizing the way people bank and manage their finances. As a Principal Associate, Process Management, you'll be part of a smart, talented team responsible for creating and enhancing processes that deliver excellence to customers every time. You'll play a key role in delivering processes that impact the company's bottom line, contributing immediately while strengthening your process management best practices.

About arenaflex

arenaflex is a forward-thinking financial services company that's committed to making a positive impact on people's lives. We're passionate about innovation, customer satisfaction, and employee growth. Our team is made up of talented individuals who are dedicated to delivering exceptional results and making a difference in the world.

Job Summary

We're seeking a highly motivated, disciplined process professional who excels in a team environment. As a Principal Associate, Process Management, you'll be responsible for ensuring efficient processes for collaboration between product and operations teams throughout the product development life cycle. You'll influence feature designs, implement new features in our call center servicing application, and make recommendations on process improvements.

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

We're looking for a process management expert who is:

• Excellent in communication, collaboration, and influencing skills
• Strong problem-solving skills, with the 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
• Able to contribute actively in a team environment and support team goals
• Considerate and encouraging of unique perspectives and approaches to work

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

• 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
• Six Sigma, Lean, or PMP Certification

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

Candidates must live within 100 miles of one of the following zip codes and report in person, when required, with at least 24 hours notice:

• 23060 (Richmond, VA)
• 23320 (Chesapeake, VA)
• 33634 (Tampa, FL)
• 89144 (Las Vegas, NV)
• 75024 (Plano, TX)
• 19801 (Wilmington, DE)
• 68521 (Lincoln, NE)
• 56301 (St. Cloud, MN)

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 and maximum full-time annual salary, as well as performance-based incentive compensation. We also offer a range of benefits, including health insurance, retirement plans, and paid time off.

How to Apply

If you're a motivated and experienced process management professional looking for a new challenge, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. arenaflex promotes a drug-free workplace and will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries. Apply for this job