Senior Program Manager, Consumer Customer Service Support, Program Delivery Group at arenaflex

Introduction to arenaflex and the Role arenaflex is a leading innovator in customer service, dedicated to providing exceptional experiences for its customers and associates alike. As part of our commitment to excellence, we are seeking an experienced Senior Program Manager to join our Consumer Customer Service Support (C2S2) Program Delivery team. This role is pivotal in collaborating with global, cross-functional business teams and customer service operations to ensure readiness and deliver projects that significantly impact both the customer and customer service associate experiences. About the Position The successful candidate will be a seasoned program manager with a proven track record in stakeholder management, negotiation, and prioritization. The ability to advocate for and improve the customer experience, using Key Performance Indicators (KPIs) to make data-driven decisions, is essential. This role requires defining, designing, and driving a program's vision and roadmap to completion, as well as supporting business teams' customer service-impacting initiatives. The ideal candidate will thrive in a fast-paced, multi-tasked environment and be adept at negotiating with key business partners and teams across multiple functions to gain alignment on program vision, project selection, and prioritization. Key Responsibilities Define the strategy and direction for projects and gain consensus and clear alignment at all levels as appropriate. Interact with cross-disciplinary and cross-functional teams like Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams to design the project’s standard operational procedures, processes, and technical requirements. Define, prioritize, and plan projects that need to be implemented to execute on the process and technical requirements. Schedule, secure resources, and manage cross-functional teams to deliver these projects. Monitor the execution and ensure the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request. Monitor project’s overall progress; anticipate risks, resolve issues, and initiate corrective action as appropriate. Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed. Provide overall stakeholder management and project progress reporting on a regular basis. Where applicable, manage and oversee third-party contributions to the project. A Day in the Life at arenaflex At arenaflex, we believe in taking care of our employees, which is why we offer a comprehensive range of benefits. These benefits can vary by location, the number of regularly scheduled hours worked, length of employment, and job status. For regular, full-time employees, benefits generally include: Medical, Dental, and Vision Coverage Maternity and Parental Leave Options Paid Time Off (PTO) 401(k) Plan Basic Qualifications To be considered for this role, candidates must have: 5+ years of program or project management experience Experience using data and metrics to determine and drive improvements Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership Bachelor's Degree Preferred Qualifications While not required, the following qualifications are preferred: 2+ years of driving process improvements experience Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field Skills and Competencies To excel in this role, the successful candidate will possess strong project or program management skills, excellent stakeholder management and negotiation skills, and the ability to work effectively in a fast-paced environment. Strong written communication skills are critical for achieving buy-in and reporting progress to leadership teams. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. This role offers the opportunity to work on high-impact projects, collaborate with cross-functional teams, and develop skills in program management, stakeholder management, and data-driven decision making. Our culture encourages continuous learning, and we provide opportunities for professional development and career advancement. Work Environment and Company Culture arenaflex is dedicated to a diverse and inclusive workplace. We believe that a diverse workforce is essential to our success, and we are committed to creating an environment where all employees can thrive. Our company culture values innovation, customer obsession, and ownership, and we seek individuals who share these values. Compensation, Perks, and Benefits Our compensation packages are competitive and reflect the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company, and dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Conclusion If you are a motivated and experienced program manager looking for a challenging and rewarding role, we encourage you to apply for the Senior Program Manager position at arenaflex. This is an exceptional opportunity to join a dynamic team and contribute to the delivery of high-impact projects that enhance the customer and customer service associate experiences. Apply now to take the first step in your journey with arenaflex and discover a career that offers growth, challenge, and fulfillment. Apply for this job