Experienced Remote Customer Service Project Management Principal - Strategic Program Development and Implementation Leader

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. Our mission 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 leader in the online retail space, we operate a portfolio of complementary sites, offering our members an unparalleled shopping experience with access to over 5,000 premium and luxury brands at unbeatable prices. Job Overview We are seeking an exceptional Remote Customer Service Project Management Principal to join our team. As a strategic program development and implementation leader, you 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 that impact our members and the Customer Service organization. Your expertise will be crucial in assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates. 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 and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations. Essential Qualifications Bachelor's degree in a relevant field. Proficient in relevant computer applications, with a strong understanding of project management tools and software. 3-5 years of project/program experience, preferably in a customer experience or related field, with a proven track record of delivering successful projects and programs. Strong listening, written, and verbal communication skills, with the ability to adapt to different audiences and communicate complex ideas effectively. Knowledge of customer service practices and principles, with a customer-centric approach and a passion for delivering exceptional customer experiences. Able to work collaboratively and cross-functionally, with experience in building and maintaining strong relationships with stakeholders at all levels. Experience using problem-solving and analytical skills to solve business problems and drive process improvements, with a data-driven approach and a focus on continuous improvement. Ability to work effectively with tight deadlines in a fast-paced environment, with a strong sense of urgency and a ability to prioritize tasks and manage multiple projects simultaneously. Attention to detail and proven ability to manage multiple, competing priorities simultaneously, with a high level of organization and a ability to maintain accurate records and reports. Preferred Qualifications Experience in a remote or virtual work environment, with a strong ability to work independently and as part of a distributed team. Certification in project management, such as PMP or Agile, with a strong understanding of project management methodologies and best practices. Experience with project management tools and software, such as Asana, Trello, or Jira, with a strong ability to learn and adapt to new technologies. Knowledge of customer service technology and tools, with a strong understanding of the latest trends and innovations in customer service and experience. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to supporting the growth and development of our team members. As a Remote Customer Service Project Management Principal, you will have access to a range of training and development opportunities, including: Professional development programs, such as project management certification and leadership development. Mentorship and coaching, with a focus on helping you achieve your career goals and aspirations. Opportunities for advancement, with a clear path for career progression and growth within the company. Access to industry-leading tools and technologies, with a focus on innovation and staying ahead of the curve. 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 focus on: Kindness and empathy, with a strong emphasis on treating each other with respect and dignity. Passion and innovation, with a focus on staying ahead of the curve and driving continuous improvement. Collaboration and teamwork, with a strong emphasis on building and maintaining strong relationships with stakeholders at all levels. Empowerment and autonomy, with a focus on giving you the freedom to make decisions and take ownership of your work. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, with a range of perks and benefits, including: A salary range of $90,000 - $95,000, depending on experience and qualifications. Bonus and commission opportunities, with a focus on rewarding outstanding performance and contributions. Equity and stock options, with a focus on giving you a stake in the company's success. Comprehensive benefits package, including health, dental, and vision insurance, 401(k) match, and paid time off. Flexible working hours and remote work options, with a focus on giving you the freedom to work in a way that suits you best. Conclusion If you are a motivated and experienced project management professional, with a passion for customer service and a drive to deliver exceptional results, 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 innovative team, with a focus on delivering world-class customer experiences and driving business growth. Don't miss out on this chance to join our team and take your career to the next level. Apply now and become a part of the arenaflex family! Apply for this job