Experienced Senior Manager Customer Service Customer Advocacy – Global Leadership and Strategic Direction for Customer Experience Enhancement

Introduction to arenaflex arenaflex is a pioneering force in the industry, dedicated to delivering exceptional customer experiences through innovative solutions and a customer-centric approach. As a leader in the field, arenaflex recognizes the importance of fostering a culture that prioritizes customer satisfaction, empathy, and understanding. Our commitment to excellence has earned us a reputation as a trusted and reliable partner for customers worldwide. At arenaflex, we believe that our employees are the driving force behind our success, and we strive to create an environment that encourages growth, learning, and collaboration. Job Overview The Senior Manager Customer Service Customer Advocacy (CSCA) at arenaflex plays a pivotal role in leading a global organization that designs and implements products to align customer problems and experiences with the right owners, driving root cause resolution through comprehensive mechanisms. As the single-threaded owner (STO) of the worldwide Executive Customer Relations (ECR) program, this leader is responsible for driving the strategic direction for the channel, owning the roadmap, and ensuring new market launch readiness, content updates, program management, and operational excellence for ECR support globally. Key Responsibilities Development and leadership of a team of up to 200 employees with 6+ direct reports, fostering a culture of collaboration, innovation, and customer-centricity Management of a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times, with a focus on delivering exceptional customer experiences Communicating clearly with key stakeholders up to SVP level on issues impacting the customer experience, owning the execution of proactive communications and remedial actions to mitigate against customer-impacting issues Working backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts Providing quantitative and qualitative information to business teams to drive process/policy change initiatives and root-cause resolution of customer pain-points by engaging with relevant senior stakeholders through weekly, monthly, and quarterly business reviews Problem-solving with strong analytical and emotional intelligence (EI) skills, leveraging data analysis, program management, and creative problem-solving to drive customer experience enhancements Building and maintaining strong internal relationships across CS and with multiple business teams, ensuring effective collaboration and communication to deliver customer-centric solutions Communicating and presenting to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects and driving business decisions that prioritize customer satisfaction Essential Qualifications To be successful in this role, candidates must possess: A Bachelor's Degree in Business Management or a related field, with a strong foundation in data analysis, program management, and cross-functional collaboration 10+ years of experience in roles that required data analysis, program management, creative problem-solving, and cross-functional collaboration, with a focus on customer experience enhancement 10+ years of experience leading leaders across varying disciplines, including program, product, and analytics roles, with a proven track record of delivering results-driven solutions 10+ years of experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts, with a strong understanding of customer-centric principles Global Stakeholder Management Experience across Americas, EU, and Asia Pacific regions, with the ability to navigate complex global environments and prioritize customer needs People management experience, leading multifunctional groups/teams, with a focus on developing and empowering team members to deliver exceptional customer experiences Preferred Qualifications While not required, the following qualifications are preferred: An Advanced degree (technical or MBA), with a focus on business management, data analysis, or a related field Six Sigma Master Black Belt or Lean Certification, with a strong understanding of process optimization and improvement methodologies Experience with remote management across multiple locations, with the ability to lead and manage distributed teams effectively Experience in customer service operations, with a deep understanding of customer-centric principles and practices Working knowledge of SQL and statistical concepts, with the ability to analyze and interpret complex data sets Ability to converse with technology teams to bridge the language gap between business and tech, with a focus on driving customer experience enhancements through technology-enabled solutions Proven track record of delivering large-scale, complex, and cross-functional projects and programs, with a focus on customer experience enhancement and process improvement Experience communicating and presenting to senior leaders, with exceptional ability to influence without authority and drive business decisions that prioritize customer satisfaction Demonstrated ability to assess trade-offs and have the right instinct where data-based decision is not possible, with a focus on prioritizing customer needs and driving business outcomes Ability to identify areas for process optimization, process redesign, and waste reduction, and lead from identification to execution, with a focus on driving continuous improvement and customer experience enhancement Skills and Competencies To be successful in this role, candidates must possess: Strong analytical and problem-solving skills, with the ability to analyze complex data sets and drive customer experience enhancements Excellent communication and presentation skills, with the ability to communicate effectively with senior leaders and drive business decisions that prioritize customer satisfaction Strong emotional intelligence (EI) skills, with the ability to empathize with customers and drive customer-centric solutions Ability to work in a fast-paced environment, with a focus on prioritizing customer needs and driving business outcomes Strong leadership and management skills, with the ability to develop and empower team members to deliver exceptional customer experiences Ability to navigate complex global environments, with a focus on prioritizing customer needs and driving business outcomes Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Senior Manager Customer Service Customer Advocacy, you will have access to: Comprehensive training and development programs, with a focus on customer experience enhancement and leadership development Opportunities for career advancement, with a focus on developing and empowering team members to deliver exceptional customer experiences A collaborative and dynamic work environment, with a focus on prioritizing customer needs and driving business outcomes Access to industry-leading tools and technologies, with a focus on driving customer experience enhancements through technology-enabled solutions A culture that values innovation, creativity, and customer-centricity, with a focus on delivering exceptional customer experiences Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and collaborative work environment. Our company culture is built on the principles of: Customer-centricity, with a focus on delivering exceptional customer experiences Innovation, with a focus on driving customer experience enhancements through technology-enabled solutions Collaboration, with a focus on developing and empowering team members to deliver exceptional customer experiences Continuous learning, with a focus on developing and empowering team members to deliver exceptional customer experiences Diversity and inclusion, with a focus on creating a workplace that values and respects all employees Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, with a focus on recognizing and rewarding employees for their contributions to the company. Our perks and benefits include: Comprehensive health and wellness programs, with a focus on supporting the physical and mental well-being of our employees Flexible work arrangements, with a focus on supporting work-life balance and employee satisfaction Opportunities for professional development, with a focus on developing and empowering team members to deliver exceptional customer experiences Access to industry-leading tools and technologies, with a focus on driving customer experience enhancements through technology-enabled solutions A dynamic and collaborative work environment, with a focus on prioritizing customer needs and driving business outcomes Conclusion If you are a motivated and customer-centric leader, with a passion for driving exceptional customer experiences, we encourage you to apply for the Senior Manager Customer Service Customer Advocacy role at arenaflex. As a member of our team, you will have the opportunity to make a meaningful impact on our customers and our business, while developing your skills and advancing your career. Apply now to join our dynamic and collaborative team and help us deliver exceptional customer experiences that exceed our customers' expectations. Apply for this job