**Experienced Shared Services Manager – Partner & Customer Service (Remote)**

At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional experiences to our customers and partners. We're a team of innovators, leaders, and problem-solvers who are dedicated to making a positive impact in the world. As a shared services manager at arenaflex, you'll have the opportunity to join our mission and make a real difference in the lives of our customers and partners. **About arenaflex** arenaflex is a dynamic and forward-thinking organization that's committed to excellence in everything we do. We're a company that's passionate about innovation, customer service, and operational excellence. Our team is made up of talented individuals who are dedicated to delivering exceptional experiences to our customers and partners. We're proud to be a leader in our industry, and we're always looking for talented individuals to join our team. **Job Summary** As a shared services manager at arenaflex, you'll play a critical role in leading our continuous improvement efforts to evolve the service experience delivered by our contact centers. You'll work cross-functionally to improve contact center service experiences for customers, partners, and agents, using continuous improvement tools and methods to discover opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence. You'll also support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, drive brand affinity, grow customer loyalty, while reducing contact volume. **Key Responsibilities** * Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers * 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 * Work cross-functionally to improve contact center service experiences for customers, partners, and agents * Use continuous improvement tools and methods to discover opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence * Support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, drive brand affinity, grow customer loyalty, while reducing contact volume **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 environment * Knowledge of continuous improvement methodologies and tools * Experience with process mapping and analysis * Strong communication and interpersonal skills * Ability to work in a team environment * Experience with data analysis and reporting **Skills and Competencies** * Strong leadership and coaching skills * Excellent communication and interpersonal skills * 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) * Knowledge of continuous improvement methodologies and tools * Experience with process mapping and analysis * 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 **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including: * On-the-job training and mentorship * Formal training programs and workshops * Online learning platforms and resources * Opportunities for advancement and career growth * A culture of continuous learning and improvement **Work Environment and Company Culture** arenaflex is a dynamic and forward-thinking organization that's committed to excellence in everything we do. We're a company that's passionate about innovation, customer service, and operational excellence. Our team is made up of talented individuals who are dedicated to delivering exceptional experiences to our customers and partners. We're proud to be a leader in our industry, and we're always looking for talented individuals to join our team. **Compensation, Perks, and Benefits** arenaflex is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time employees. Benefits include: * Competitive pay and benefits * 100% tuition coverage through our arenaflex College Achievement Plan * Health coverage with a variety of plans to choose from * Stock & savings programs like our equity reward program, Bean Stock * Flexible scheduling and opportunities for paid time off * A range of other benefits and perks, including free coffee and a comprehensive wellness program **How to Apply** If you're a motivated and talented individual who is passionate about delivering exceptional experiences to our customers and partners, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer. We're committed to creating a diverse and welcoming workplace that includes employees with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. 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. arenaflex 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]. Apply for this job