Experienced Remote Customer Service Project Management Principal – Leading Cross-Functional Programs and Process Improvements at arenaflex

Introduction to arenaflex arenaflex is a pioneering force in the e-commerce industry, renowned for its innovative approach to connecting customers with world-class brands. With a strong commitment to diversity, inclusivity, and employee empowerment, arenaflex has established itself as a leader in the online retail space. Our vision is to spark delight through daily discovery, making shopping an occasion to celebrate. We achieve this by fostering a culture that values kindness, passion, collaboration, innovation, tenacity, and empowerment. As a remote customer service project management principal at arenaflex, you will play a pivotal role in driving process improvements, tool enhancements, and cross-functional programs that impact our members and the customer service organization. Job Overview The remote customer service project management principal will be responsible for partnering with customer service operations, CS tools, technology, and other cross-functional partners to plan, track, update, and deliver process improvements, tool improvements, and medium to large cross-functional programs. This role is accountable for assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates. The successful candidate will work closely with CS leadership, workforce management, training, and CS operations to ensure projects are implemented in a timely and consistent manner. Key Responsibilities Plan, track, manage, and report on all CS impacting programs and larger company-driven projects for customer service, including building a master project plan/project tracker and sending regular program updates. Create individual project plans that show task-level detail with ownership, due dates, status, dependencies, and risks, and oversee the planning, execution, and completion of projects. Lead complex initiatives, managing all activities in a project life cycle, such as initiation, planning, executing, controlling, and closing for short- and long-term projects, line of business-wide, and medium to high risk, scope, and complexity. Conduct project kick-off meetings, regular project check-ins, and Go/No Go meetings to ensure all impacted teams are aligned, and support the CS tools/technology, CS operations, process management, and training teams to accelerate project delivery to the organization. Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment, ensuring program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation. Develop a project backlog for projects requiring technical team development, regularly reviewing the backlog and prioritization with CS leadership to ensure the highest impact items are properly prioritized, and own the CS intake site and project initiation and tracking. Demonstrate customer service knowledge, facilitating the development of process and system requirements in consideration of known technical capabilities and limitations. Essential Qualifications To be successful in this role, you will need: A bachelor's degree in a relevant field. Proficiency in relevant computer applications, including project management tools and software. 3-5 years of project/program experience, preferably in a customer experience or related field. Strong listening, written, and verbal communication skills, with the ability to adapt to different audiences and communicate complex information effectively. Knowledge of customer service practices and principles, with a deep understanding of the customer experience and the ability to drive process improvements. Able to work collaboratively and cross-functionally, with a strong ability to build relationships and influence stakeholders. Experience using problem-solving and analytical skills to solve business problems and drive process improvements, with a data-driven approach to decision-making. Ability to work effectively with tight deadlines in a fast-paced environment, with a strong sense of urgency and a ability to prioritize multiple tasks and projects. Attention to detail and proven ability to manage multiple, competing priorities simultaneously, with a strong ability to organize and prioritize tasks and projects. Preferred Qualifications While not essential, the following qualifications are preferred: Experience working in a remote or distributed team environment, with a strong ability to work independently and collaboratively in a virtual setting. Knowledge of agile project management methodologies, with experience working in an agile environment and a strong understanding of agile principles and practices. Certification in project management, such as PMP or Agile, with a strong commitment to ongoing learning and professional development. Experience working in a customer-facing role, with a deep understanding of the customer experience and the ability to drive customer-centric process improvements. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Strong project management skills, with the ability to plan, execute, and deliver projects on time and within budget. Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders. Strong analytical and problem-solving skills, with the ability to drive process improvements and solve complex business problems. Ability to work effectively in a fast-paced environment, with a strong sense of urgency and a ability to prioritize multiple tasks and projects. Strong attention to detail, with a proven ability to manage multiple, competing priorities simultaneously. Ability to work collaboratively and cross-functionally, with a strong ability to build relationships and influence stakeholders. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a remote customer service project management principal, you will have access to a range of career growth opportunities and learning benefits, including: Ongoing training and development programs, with a focus on project management, leadership, and customer experience. Opportunities for career advancement, with a clear path for progression and growth within the company. A culture of continuous learning, with a strong emphasis on innovation, experimentation, and learning from failure. Access to a range of tools and resources, including project management software, training programs, and industry conferences. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and inclusive work environment. As a remote customer service project management principal, you will be part of a dynamic and collaborative team, with a strong focus on teamwork, communication, and mutual respect. Our company culture is built on the following values: Kindness: We believe in treating each other with kindness, respect, and empathy. Passion: We are passionate about what we do, and we are committed to delivering exceptional results. Collaboration: We believe in the power of teamwork, and we work collaboratively to achieve our goals. Innovation: We are innovative and forward-thinking, always looking for new and better ways to do things. Tenacity: We are resilient and determined, with a strong ability to overcome obstacles and challenges. Empowerment: We empower our employees to take ownership and make decisions, with a strong focus on autonomy and accountability. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, with a range of perks and benefits, including: A competitive salary range of $90,000 - $95,000, depending on experience and qualifications. A range of benefits, including health insurance, retirement savings, and paid time off. Opportunities for career advancement and professional growth, with a clear path for progression and development. A dynamic and collaborative work environment, with a strong focus on teamwork, communication, and mutual respect. Access to a range of tools and resources, including project management software, training programs, and industry conferences. Conclusion If you are a motivated and experienced project management professional, with a passion for customer experience and a strong ability to drive process improvements, we encourage you to apply for this exciting opportunity. As a remote customer service project management principal at arenaflex, you will be part of a dynamic and collaborative team, with a strong focus on teamwork, communication, and mutual respect. You will have access to a range of career growth opportunities and learning benefits, including ongoing training and development programs, opportunities for career advancement, and a culture of continuous learning. Apply now to join our team and take the first step towards an exciting and rewarding career at arenaflex. Apply for this job