As a forward-thinking and innovative organization, arenaflex is dedicated to delivering exceptional customer experiences across multiple channels. We're seeking an experienced Shared Services Manager, Partner & Customer Service to join our team and drive operational excellence in our contact centers. If you're passionate about continuous improvement, have a proven track record of delivering innovative solutions, and are committed to making it easy for customers to get help, we'd love to hear from you.
**About arenaflex**
arenaflex is a dynamic and customer-centric organization that's passionate about creating a culture of continuous improvement. We believe that by embracing innovation, collaboration, and operational excellence, we can deliver exceptional experiences that exceed our customers' expectations. Our team is dedicated to making a positive impact, and we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.
**Job Summary**
As a Shared Services Manager, Partner & Customer Service, you'll play a critical role in driving continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers. You'll lead cross-functional teams through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence. Your expertise in building and establishing relationships across multiple levels, both within and external to the organization, will be essential in influencing and managing change.
**Key Responsibilities**
* Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers. You'll pair an obsession with operational excellence with continuous improvement skill and expertise to coordinate and lead transformational improvement projects.
* 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.
* Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center.
* Develop and implement process improvements to enhance customer experience and reduce contact volume.
* Collaborate with cross-functional teams to identify and prioritize improvement opportunities.
* Analyze data and metrics to measure the effectiveness of improvement initiatives.
* Develop and maintain relationships with key stakeholders, including customers, partners, and internal teams.
**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.
* 3+ years of experience conducting requirements gathering and analysis.
* Expertise in building and establishing relationships across multiple levels, both within and external to the organization.
* Skilled in influencing and managing change.
* Ability to work in a fast-paced and changing environment.
* Strong decision-making skills.
* Ability to apply a structured problem-solving framework.
* Process improvement experience (formal or informal).
* Bachelor's degree or significant relevant experience.
* Hands-on experience designing tools for operations supporting contact centers or customer experience.
* 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.
**Preferred Qualifications**
* Experience working in a contact center or customer experience environment.
* Knowledge of continuous improvement methodologies, such as Lean or Six Sigma.
* Experience with data analysis and metrics-driven decision-making.
* Certification in a relevant field, such as project management or process improvement.
**What We Offer**
* Competitive salary and benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan.
* Health coverage with a variety of plans to choose from.
* Stock & savings programs, such as our equity reward program, Bean Stock.
* Flexible scheduling and opportunities for paid time off.
* A comprehensive compensation and benefits package that includes a range of perks and benefits.
* A dynamic and customer-centric work environment that's passionate about creating a culture of continuous improvement.
**Work Environment**
* Remote work opportunities available, with the option to work from home up to two days per week.
* Flexible scheduling and opportunities for paid time off.
* A comprehensive compensation and benefits package that includes a range of perks and benefits.
* A dynamic and customer-centric work environment that's passionate about creating a culture of continuous improvement.
**How to Apply**
If you're passionate about continuous improvement, have a proven track record of delivering innovative solutions, and are committed to making it easy for customers to get help, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunity employer and welcome applications from diverse candidates.
**About arenaflex**
arenaflex is a dynamic and customer-centric organization that's passionate about creating a culture of continuous improvement. We believe that by embracing innovation, collaboration, and operational excellence, we can deliver exceptional experiences that exceed our customers' expectations. Our team is dedicated to making a positive impact, and we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. Starbucks Corporation 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 [insert contact information].