**Senior Manager, Customer Care – Partner and Customer Service (Remote, U.S.)**

At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional customer experiences. As a Senior Manager, Customer Care on our Partner and Customer Service team, you'll play a critical role in shaping the future of customer service at arenaflex. If you're a dynamic leader with a passion for customer care, we want to hear from you. **About arenaflex** arenaflex is a forward-thinking organization that's dedicated to creating a culture of connection and community. We believe that by putting our customers at the heart of everything we do, we can build a more inclusive and supportive environment that benefits everyone. Our mission is to deliver exceptional customer experiences that exceed expectations, and we're looking for talented individuals like you to help us achieve this vision. **Job Summary** As a Senior Manager, Customer Care, you'll be responsible for leading a high-performing team of customer care professionals who are dedicated to resolving escalated customer service issues, managing executive escalations, and supporting social care strategy. You'll work closely with internal and external stakeholders to develop and implement new processes, provide customer care and executive escalations insights, and collaborate on short- and long-term strategies to drive continuous improvement. **Key Responsibilities** As a Senior Manager, Customer Care, you'll be responsible for: * **Modeling leadership behaviors that are grounded in arenaflex's Mission and Values**: Providing partners with coaching, feedback, and developmental opportunities, and building effective teams that are empowered to deliver exceptional service. * **Managing, developing, and implementing new processes to address escalations and highly visible mentions**: Providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams, and partnering closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics, social moderation, and crisis management guides. * **Supporting the enterprise social customer care strategy**: Monitoring conversations across social media, addressing important mentions in real-time, and documenting customer care and executive escalations insights to inform strategies and storytelling. * **Performing research, listening, and performance analysis to inform strategies and storytelling insights through data**: Collaborating with support and business units to continuously innovate and redesign processes to better serve customers and partners. * **Leading cross-functional initiatives and change management**: Facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use. * **Developing and implementing new processes and procedures**: Collaborating with internal and external stakeholders to develop and implement new processes, and ensuring that they are aligned with arenaflex's Mission and Values. **We're Looking for Someone with:** * **A Bachelor's degree or significant relevant experience**: We're looking for someone with a strong educational background or relevant experience in customer care, customer service, or a related field. * **Professional experience managing branded channels across multiple social media platforms**: You'll need to have experience managing social media channels and developing strategies to engage with customers. * **5+ years managing successful teams**: As a Senior Manager, Customer Care, you'll be responsible for leading a high-performing team, so we're looking for someone with experience managing teams and developing leaders. * **5+ years general business experience in large, matrixed organizations**: You'll need to have experience working in a large, matrixed organization and developing strategies to drive business results. * **5+ years leading cross-functional initiatives**: As a Senior Manager, Customer Care, you'll be responsible for leading cross-functional initiatives, so we're looking for someone with experience leading teams and developing strategies to drive business results. * **5+ years change management**: You'll need to have experience managing change and developing strategies to drive business results. * **Strong organizational planning, development, and business judgment**: As a Senior Manager, Customer Care, you'll be responsible for developing and implementing new processes, so we're looking for someone with strong organizational planning and development skills. * **Demonstrated history of delivering innovative solutions**: We're looking for someone who can think creatively and develop innovative solutions to complex problems. * **Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use**: As a Senior Manager, Customer Care, you'll be responsible for developing and implementing new processes, so we're looking for someone with experience facilitating root cause analysis and developing standards for future use. * **Strong organizational planning and development, and business judgment**: You'll need to have strong organizational planning and development skills, as well as business judgment to drive business results. * **Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities**: As a Senior Manager, Customer Care, you'll be responsible for leading cross-functional initiatives, so we're looking for someone with experience applying knowledge of multidisciplinary business principles and practices. * **Strong awareness of emerging trends and analyzing data to provide actionable insights**: You'll need to have experience analyzing data and developing actionable insights to drive business results. * **Able to provide insights that influence future strategy**: As a Senior Manager, Customer Care, you'll be responsible for developing and implementing new processes, so we're looking for someone who can provide insights that influence future strategy. * **Strong reporting skills; can clearly summarize data into MBR reports**: You'll need to have strong reporting skills to summarize data into MBR reports. * **People manager; consistent and strong collaborator who galvanizes, leads, and inspires cross-functional teams**: As a Senior Manager, Customer Care, you'll be responsible for leading cross-functional initiatives, so we're looking for someone with experience managing teams and developing leaders. **What We Offer** At arenaflex, we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that by putting our customers at the heart of everything we do, we can build a more inclusive and supportive environment that benefits everyone. * **Comprehensive compensation and benefits package**: We offer a competitive salary, comprehensive benefits package, and opportunities for paid time off. * **Flexible scheduling and opportunities for remote work**: We offer flexible scheduling and opportunities for remote work to support work-life balance. * **Professional development opportunities**: We're committed to helping our partners develop their skills and advance their careers. * **Diverse and inclusive workplace**: We're committed to creating a workplace that's inclusive and welcoming to partners with diverse backgrounds and experiences. **How to Apply** If you're a dynamic leader with a passion for customer care, we want 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 partners with diverse backgrounds and experiences. We believe that by putting our customers at the heart of everything we do, we can build a more inclusive and supportive environment that benefits everyone. 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