Introduction to arenaflex
At arenaflex, we are driven by a passion for innovation and a commitment to delivering exceptional service experiences. As a leader in our industry, we recognize the importance of fostering a culture of continuous improvement, where every team member is empowered to make a meaningful impact. Our mission is to create a seamless and intuitive service experience for our customers and partners, while driving operational excellence and reducing waste. If you are a motivated and experienced professional with a passion for innovation and customer service, we invite you to join our team as a Shared Services Manager – Partner & Customer Service.
Job Overview
As a Shared Services Manager at arenaflex, you will play a critical role in driving continuous improvement efforts to evolve the service experience delivered by our contact centers. You will work cross-functionally to identify opportunities for improvement, implement countermeasures to eliminate waste, mitigate risk, and drive operational excellence. Your expertise in Continuous Improvement tools and methods will be essential in coordinating and leading transformational improvement projects that deliver intuitive and effortless service experiences across multiple contact channels.
Key Responsibilities
- Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers, using Continuous Improvement tools and methods to discover opportunities and implement countermeasures.
- Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
- Educate team members on operational improvement and CI principles to ensure a culture of continuous learning and growth.
- Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, ensuring the integrity of our service experience.
- Collaborate with stakeholders to develop and implement strategies that drive brand affinity, grow customer loyalty, and reduce contact volume.
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
- 3 years of experience in implementation and/or project management, with a proven track record of delivering results-driven projects.
- 3+ years of experience conducting requirements gathering and analysis, with the ability to apply a structured problem-solving framework.
- Expertise in building and establishing relationships across multiple levels, both within and external to the organization, with strong influencing and managing change skills.
- Ability to work in a fast-paced and changing environment, with strong decision-making skills and a proven ability to apply process improvement principles.
- Bachelor's degree or significant relevant experience, with hands-on experience designing tools for operations supporting contact centers or customer experience.
Preferred Qualifications
While not essential, the following preferred qualifications will be highly regarded:
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
- Demonstrated history of delivering innovative solutions, with a strong organizational planning, development, and business judgment.
- Experience working in a remote or hybrid work environment, with the ability to collaborate effectively with distributed teams.
Skills and Competencies
To succeed in this role, you will need to possess the following skills and competencies:
- Strong analytical and problem-solving skills, with the ability to apply a structured problem-solving framework.
- Excellent communication and interpersonal skills, with the ability to build and establish relationships across multiple levels.
- Strong influencing and managing change skills, with the ability to drive operational excellence and reduce waste.
- Ability to work in a fast-paced and changing environment, with strong decision-making skills and a proven ability to apply process improvement principles.
- Experience with Continuous Improvement tools and methods, such as Lean or Six Sigma.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our team members with opportunities for growth and development. As a Shared Services Manager, you will have access to a range of training and development programs, including:
- Continuous Improvement training and certification programs.
- Leadership development programs, designed to help you build your skills and expertise as a leader.
- Opportunities to work on high-impact projects, driving innovation and growth across the organization.
- A culture of continuous learning and growth, with a focus on innovation and experimentation.
Work Environment and Company Culture
At arenaflex, we are proud of our diverse and inclusive culture, where every team member is valued and respected. Our work environment is fast-paced and dynamic, with a focus on innovation and collaboration. We offer a range of benefits and perks, including:
- Flexible scheduling and opportunities for paid time off.
- Comprehensive compensation and benefits package, including health coverage, stock and savings programs, and tuition reimbursement.
- Opportunities to work remotely or in a hybrid work environment, with the ability to collaborate effectively with distributed teams.
- A culture of continuous learning and growth, with a focus on innovation and experimentation.
Compensation, Perks, and Benefits
At arenaflex, we offer a comprehensive compensation and benefits package, designed to attract and retain top talent. Our benefits include:
- Competitive salary and bonus structure.
- Comprehensive health coverage, with a range of plans to choose from.
- Stock and savings programs, including our equity reward program.
- Tuition reimbursement and education assistance programs.
- Flexible scheduling and opportunities for paid time off.
Conclusion
If you are a motivated and experienced professional with a passion for innovation and customer service, we invite you to join our team as a Shared Services Manager – Partner & Customer Service. With a focus on continuous improvement, operational excellence, and customer satisfaction, this role offers a unique opportunity to make a meaningful impact at arenaflex. Apply today and join our team of innovators and customer service experts!
Apply Now