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

At arenaflex, we're not just a company – we're a community of passionate individuals who share a common goal: to deliver exceptional experiences for our customers and partners. As a leader in the industry, we're committed to fostering a culture of innovation, inclusivity, and continuous improvement. If you're a seasoned professional with a passion for making a difference, we invite you to join our team as an Experienced Shared Services Manager – Partner & Customer Service (Remote). **About arenaflex** arenaflex is a forward-thinking organization that's dedicated to pushing the boundaries of what's possible. From our humble beginnings to our current status as a global leader, we've always been driven by a passion for innovation and a commitment to excellence. Our team is comprised of talented individuals from diverse backgrounds and industries, united by a shared vision of creating a better future for our customers, partners, and communities. **Job Summary** As an Experienced Shared Services Manager – Partner & Customer Service (Remote) at arenaflex, you'll play a critical role in shaping the future of our customer experience. You'll lead cross-functional teams to drive continuous improvement initiatives, develop and implement process improvements, and foster a culture of excellence throughout our organization. If you're a seasoned professional with a passion for innovation, leadership, and customer-centricity, we invite you to join our team and help us create a brighter future for our customers and partners. **Key Responsibilities** As an Experienced Shared Services Manager – Partner & Customer Service (Remote) at arenaflex, you'll be responsible for: * **Leading Continuous Improvement Efforts**: Develop and implement process improvements to enhance customer experience, reduce costs, and drive operational excellence. * **Coaching and Mentoring**: Coach and mentor cross-functional partners to develop their problem-solving skills, improve their knowledge of operational improvement and CI principles, and enhance their ability to drive change. * **Educating Team Members**: Educate team members on operational improvement and CI principles to ensure a culture of excellence throughout the organization. * **Mitigating Digital Fraud and Service Recovery Concession Abuse**: Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center. * **Developing and Implementing Solutions**: Develop and implement solutions to improve customer experience, reduce costs, and drive operational excellence. * **Collaborating with Cross-Functional Teams**: Collaborate with cross-functional teams to develop and implement process improvements, drive change, and enhance customer experience. **Essential Qualifications** To be successful in this role, you'll need: * **5+ Years of Experience**: 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives. * **Implementation and Project Management**: 3 years of experience in implementation and/or project management, with a focus on driving change and improving customer experience. * **Requirements Gathering and Analysis**: 3+ years of experience conducting requirements gathering and analysis to develop effective business solutions. * **Relationship Building**: Expertise in building and establishing relationships across multiple levels, both within and external to the organization. * **Influencing and Managing Change**: Skilled in influencing and managing change to drive customer-centricity and operational excellence. * **Decision-Making**: Strong decision-making skills to drive business outcomes and improve customer experience. * **Structured Problem-Solving**: Ability to apply a structured problem-solving framework to drive process improvements and customer-centricity. * **Process Improvement**: Experience in process improvement, either formal or informal, to drive operational excellence and customer satisfaction. * **Bachelor's Degree or Significant Relevant Experience**: A Bachelor's degree or significant relevant experience in a related field. **Preferred Qualifications** While not required, the following qualifications would be an asset: * **Designing Tools for Operations**: Hands-on experience designing tools for operations supporting contact centers or customer experience. * **Organizational Planning**: Strong organizational planning, development, and business judgment to drive business outcomes and customer satisfaction. * **Delivering Innovative Solutions**: Demonstrated history of delivering innovative solutions to drive customer-centricity and operational excellence. * **Facilitating Root Cause Analysis**: Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use. **What We Offer** As an Experienced Shared Services Manager – Partner & Customer Service (Remote) at arenaflex, you'll enjoy a comprehensive compensation and benefits package, including: * **Competitive Pay**: Competitive pay and benefits to recognize your value and contributions to our organization. * **Flexible Scheduling**: Flexible scheduling to accommodate your needs and preferences. * **Paid Time Off**: Opportunities for paid time off to recharge and refocus. * **Stock & Savings Programs**: Stock & savings programs, such as our equity reward program, Bean Stock, to help you grow your wealth and achieve your financial goals. * **Health Coverage**: A variety of health coverage options to ensure your well-being and protect your loved ones. * **Tuition Coverage**: 100% tuition coverage through our arenaflex College Achievement Plan to support your education and career development. * **Hybrid Work Arrangements**: Flexible work arrangements, including remote work options, to accommodate your needs and preferences. **Join Our Team** If you're a seasoned professional with a passion for innovation, leadership, and customer-centricity, we invite you to join our team as an Experienced Shared Services Manager – Partner & Customer Service (Remote) at arenaflex. 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