Experienced Manager, Customer Experience Partner Success – Enhancing Global Support Operations and Delivering Exceptional Customer Experience

Introduction to arenaflex

arenaflex is a leading technology and logistics company that empowers local economies through its innovative approach to delivery and customer experience. With a mission to make a meaningful impact on the lives of its users, including Dashers, merchant partners, and consumers, arenaflex is committed to fostering a culture of empathy, innovation, and excellence. As a rapidly growing and constantly evolving company, arenaflex offers its team members the opportunity to share their unique perspectives, solve new challenges, and own their careers.

About the Role

arenaflex is seeking an experienced Manager, Customer Experience Partner Success to join its team and play a critical role in enhancing the quality of its customer support experience. As a key member of the customer experience team, you will be responsible for managing the support experience of arenaflex's international last-mile logistics platform, partnering with support partners (BPOs) to ensure their quality meets arenaflex's expectations, and driving operations excellence and quality improvements across multiple support sites.

Key Responsibilities

• Create new and utilize existing reporting to identify areas to improve performance metrics and productivity through quality monitoring
• Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents)
• Partner with training and content teams to reinforce compliance with new launches, processes, and policies
• Maintain multiple sites' quality performance within a calibrated target
• Perform business reviews with Support Partner Teams
• Identify, recommend, and formulate process and project improvements
• Work cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs
• Identify and report on trends early and often
• Other projects assigned by management or as needed

This role may require up to 20% travel (International and Domestic) and offers the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• A BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas
• 3+ years of support operations experience managing support KPIs such as CSAT
• Proven track record of driving operations excellence and quality improvements across multiple support sites
• Analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty
• Strong written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely
• Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities
• Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously
• Owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better

Preferred Qualifications

While not essential, the following preferred qualifications will be highly regarded:

• Experience working in a technology or logistics company
• Knowledge of customer experience metrics and benchmarks
• Familiarity with quality monitoring programs and tools
• Experience working with cross-functional teams, including training and content teams
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and identify trends and insights
• Excellent communication and interpersonal skills, with the ability to build strong relationships with support partners and internal stakeholders
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Ability to work in a fast-paced, constantly changing environment and adapt to new challenges and priorities
• Strong attention to detail, with a focus on quality and excellence in all aspects of your work

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to supporting the growth and development of our team members. As a Manager, Customer Experience Partner Success, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs, including training and mentorship opportunities
• Opportunities to work on high-impact projects and contribute to the growth and success of the company
• Collaboration with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Access to a range of tools and resources, including quality monitoring programs and data analytics tools

Work Environment and Company Culture

At arenaflex, we are committed to fostering a culture of empathy, innovation, and excellence. Our work environment is fast-paced and dynamic, with a focus on collaboration, creativity, and continuous learning. We offer a range of perks and benefits, including:

• Comprehensive benefits package, including healthcare benefits, 401(k) plan, and paid time off
• Opportunities for professional development and growth
• Collaborative and dynamic work environment
• Access to a range of tools and resources, including quality monitoring programs and data analytics tools

Compensation and Benefits

The compensation package for this role includes a competitive salary, as well as opportunities for equity grants. The location-specific base salary range for this position is listed below:

• Colorado Pay Range: $118,800 - $178,200 USD
• California Pay Range: $125,400 - $198,000 USD
• New York Pay Range: $132,000 - $198,000 USD
• Washington Pay Range: $125,400 - $188,200 USD
• Washington D.C. Pay Range: $125,400 - $188,200 USD

In addition to base salary, the compensation package for this role also includes a comprehensive benefits package, including healthcare benefits, 401(k) plan, and paid time off.

Conclusion

If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team. As a Manager, Customer Experience Partner Success, you will play a critical role in enhancing the quality of our customer support experience and driving operations excellence and quality improvements across multiple support sites. Don't miss out on this opportunity to join a talented team of professionals who are dedicated to making a meaningful impact on the lives of our users.