At arenaflex, we accelerate growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.
**Join Our Team of Visionary Experts**
We're seeking an experienced Full Stack Customer Experience & Service Transformation Management Consultant to join our team of visionary experts. As a seasoned professional with a passion for customer support and contact centers, you'll have the opportunity to apply your expertise to help clients optimize and transform their customer service solutions. With a strong understanding of the software and technology that enables day-to-day operations, you'll be able to drive business growth and value for our clients.
**About the Role**
As a Full Stack Customer Experience & Service Transformation Management Consultant, you'll be responsible for evaluating clients' current customer service offerings, identifying gaps, and shaping vision to provide strategic solutions that address their unique needs and business goals. You'll define business cases, business and implementation roadmaps, and execute solutions to drive customer-centric transformation. Your expertise will be invaluable in leading delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences.
**Key Responsibilities**
* Evaluate clients' current customer service offerings, identify gaps, and shape vision to provide strategic solutions that address their unique needs and business goals
* Define business cases, business and implementation roadmaps, and execute solutions to drive customer-centric transformation
* Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences
* Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions
* Advise clients on ways to measure and improve their customer-centric metrics
* Lead change-management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success
* Establish relationships with client stakeholders and build long-term partnerships for arenaflex
* Identify opportunities and drive business development efforts to build the arenaflex Consulting practice
* Manage and coach junior team members, and continue to grow your own expertise
* Contribute to perspectives and thought leadership to help arenaflex maintain its thought-leadership position
**Travel and Location**
As required for client support, you'll travel to client sites to deliver solutions and build relationships. Primary residency within 90 minutes of an approved arenaflex office is preferred.
**What We're Looking For**
* A minimum five (5) years of management consulting experience with a heavy focus on working in customer service, customer support, contact center environments, or digital customer fields
* Solutioning and selling new ideas and proposals
* Incorporating experience design and analytics into customer service and support processes
* 3+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem
* 3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.)
* 1+ years of experience working with Artificial intelligence and front-end digital platforms
* 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design, customer service process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/call routing, reporting metrics/KPIs, and supplier/contract management
**Bonus Points**
* Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts, social media, contact center technology sales, or project management experience with center start-ups, consolidation, or outsourcing
* Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
* Hands-on experience with artificial intelligence, GenAI, and conversational design
* Experience in products or financial service industries
**Compensation and Benefits**
Compensation at arenaflex varies depending on a wide array of factors, including but not limited to the specific office location, role, skill set, and level of experience. As required by local law, arenaflex provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York, or Washington as set forth below.
We accept applications on an ongoing basis, and there is no fixed deadline to apply. Information on benefits is available on our website.
**What We Believe**
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at arenaflex has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.
**Equal Employment Opportunity Statement**
arenaflex is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.
arenaflex is committed to providing veteran employment opportunities to our service men and women.
**Requesting An Accommodation**
arenaflex is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by arenaflex and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process.
Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with arenaflex and have accommodation needs for a disability or religious observance, please call us toll-free at 1 (877) 889-9009, send us an email, or speak with your recruiter.
**Other Employment Statements**
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of arenaflex or an affiliated arenaflex business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
**Apply Now**
If you're a visionary expert with a passion for customer support and contact centers, we encourage you to apply for this exciting opportunity to join our team of Full Stack Customer Experience & Service Transformation Management Consultants.