Implementation Advisor – Partner & Customer Service Strategy, Process Optimization & Continuous Improvement (Remote – United States) at arenaflex

About arenaflex – Brewing Connection Through Innovation

arenaflex isn’t just a global brand; it’s a movement that blends tradition with forward‑thinking technology to create meaningful connections every day. From the first sip to the last interaction, arenaflex partners and customers experience a culture of service, community, and continuous improvement. As a leader in the beverage and hospitality sector, arenaflex invests heavily in its people, empowering them to shape the future of service delivery, digital transformation, and operational excellence. If you thrive in a dynamic, purpose‑driven environment where your ideas translate into real‑world impact, you’ve found your next career home.

Why This Role Matters

The Implementation Advisor – Partner & Customer Service is a pivotal role that drives the design, rollout, and refinement of processes that directly affect arenaflex’s partner (employee) and customer experiences. You will partner with cross‑functional teams to translate strategic initiatives into actionable implementation plans, ensuring that every change delivers measurable value, aligns with operational feasibility, and enhances the overall experience across arenaflex contact centers.

Key Responsibilities

• Strategic Implementation Planning: Develop comprehensive implementation strategies for new processes, products, or systems, balancing quality, prioritization, and operational feasibility before launch.
• Stakeholder Collaboration: Work closely with internal stakeholders—including operations, technology, training, and analytics—to gather requirements, communicate project status, and align on success metrics.
• Data‑Driven Decision Making: Collect, analyze, and present operational data to identify trends, root causes, and opportunities for improvement, supporting data‑informed decision making.
• Process Improvement Leadership: Lead cross‑functional initiatives that target key performance indicators (KPIs) such as first‑call resolution, average handling time, and partner satisfaction.
• Documentation Excellence: Maintain and continuously improve documentation standards, templates, and knowledge‑base articles to reflect industry best practices and ensure consistency across all contact center materials.
• Change Management & Adoption: Assess the impact of new processes, develop adoption plans, and facilitate training and communication to secure user acceptance and sustained success.
• Project Management Execution: Apply proven project management methodologies (Agile, Waterfall, or hybrid) to manage timelines, resources, risks, and deliverables for moderately complex initiatives.
• Performance Monitoring: Establish success metrics, monitor post‑implementation performance, and iterate on solutions to drive continuous improvement.

Essential Qualifications

• Demonstrated ability to communicate clearly and concisely, both verbally and in writing, to diverse audiences.
• Strong analytical mindset with experience interpreting complex data sets to drive actionable insights.
• Proven leadership capabilities, including the ability to influence and guide cross‑functional teams without direct authority.
• Experience working in matrixed organizations and navigating multiple stakeholder priorities.
• Expertise in assessing change impact and designing processes that ensure smooth implementation and high user adoption.
• Track record of establishing and maintaining effective working relationships at all organizational levels.
• Solid foundation in project management methodology, with a history of delivering moderately complex projects on time and within scope.

Preferred Qualifications & Desired Experience

• Lean Six Sigma Green Belt or Black Belt certification, with hands‑on experience applying Lean or Six Sigma tools to drive operational excellence.
• Background in contact‑center operations, customer experience design, or partner (employee) experience initiatives.
• Familiarity with process‑mapping software (e.g., Visio, Lucidchart) and analytics platforms (e.g., Tableau, Power BI).
• Experience designing and delivering training programs or communication campaigns for large, distributed workforces.

Core Skills & Competencies

• Analytical Acumen: Ability to dissect data, identify patterns, and translate findings into strategic recommendations.
• Project Management: Mastery of project planning, risk mitigation, stakeholder communication, and delivery tracking.
• Change Management: Skilled at guiding teams through transition, fostering adoption, and measuring impact.
• Collaboration: Comfortable partnering with technology, operations, training, and analytics teams to co‑create solutions.
• Communication: Exceptional written and verbal communication, capable of producing clear documentation, presentations, and executive briefings.
• Problem‑Solving: Proactive, solution‑oriented mindset with a focus on continuous improvement.
• Customer‑Centric Focus: Deep empathy for both partners and customers, ensuring every initiative enhances their experience.

Career Growth & Learning Opportunities

arenaflex invests in the professional development of its people. As an Implementation Advisor, you will have access to:

• Mentorship from senior leaders in operations, technology, and customer experience.
• Sponsored certifications (e.g., PMP, Lean Six Sigma) and tuition reimbursement through the arenaflex College Achievement Plan.
• Rotational programs that expose you to different facets of the business, from digital innovation to global supply chain.
• Opportunities to lead high‑visibility projects that influence the strategic direction of arenaflex’s partner and customer service functions.
• Regular participation in internal hackathons, process‑improvement workshops, and industry conferences.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, wealth, and well‑being:

• Medical, Dental & Vision: Comprehensive coverage for you and your family, including basic and supplemental options.
• Life & Disability Insurance: Basic and supplemental life insurance, short‑term and long‑term disability protection.
• Paid Time Off: Generous vacation accrual, paid parental leave, sick time, eight paid holidays, and two personal days per year.
• Retirement Savings: 401(k) plan with employer match and a discounted company stock purchase program.
• Financial Wellness: Emergency savings incentives, financial planning tools, and student loan assistance.
• Education Benefits: 100% tuition coverage for a first‑time bachelor’s degree through arenaflex’s online program, plus ongoing learning resources.
• Flexible Work Arrangements: Remote work flexibility (up to two days per week) and hybrid options for eligible locations.
• Inclusive Culture: Access to backup care, DACA reimbursement, and a robust diversity, equity, and inclusion (DEI) framework.

Work Environment & Culture at arenaflex

At arenaflex, we celebrate diversity of thought, background, and experience. Our culture is built on three pillars:

• Connection: We foster genuine relationships with partners, customers, and communities, believing that authentic connections drive business success.
• Innovation: We encourage curiosity, experimentation, and the courage to challenge the status quo.
• Growth: We invest in continuous learning, providing pathways for career advancement and personal development.

Our contact centers operate with a collaborative spirit, leveraging cutting‑edge technology, data‑driven insights, and a supportive leadership team that values each partner’s contribution.

Application Process & Next Steps

If you are ready to shape the future of partner and customer experience at arenaflex, we want to hear from you. To apply, click the link below, submit your resume, and tell us how your background aligns with the responsibilities and qualifications outlined above. Our recruitment team reviews applications on a rolling basis, and we strive to provide timely feedback to all candidates.

Apply Now – Join arenaflex’s Implementation Advisory Team!

Commitment to Equal Opportunity

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. We are dedicated to building a workforce that reflects the diverse communities we serve.

Ready to Make an Impact?

Bring your analytical expertise, leadership spirit, and passion for service to arenaflex. Together, we’ll create processes that delight partners, empower customers, and drive sustainable growth. Apply today and become part of a brand that inspires connection with every interaction.