**Experienced Manager, Customer Experience Partner Success – Global Support Operations**

At arenaflex, we're on a mission to empower local economies by delivering an outstanding customer experience as reliably as possible, at scale. Our team manages and operates arenaflex's large and growing global network of support centers, and we're looking for a seasoned professional to join our ranks as a Manager, Customer Experience Partner Success. **About the Role** As a Manager, Customer Experience Partner Success, you will play a critical role in enhancing the quality of the customer support experience by partnering with support partners (BPOs) to ensure their quality meets arenaflex expectations. This includes First Contact Resolution, Customer Satisfaction scores, and other support metrics. You will report to arenaflex's Senior Manager, Customer Experience Partner Success, and will be responsible for managing multiple sites quality performance within a calibrated target. **Key Responsibilities** * Create new and use 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 to reinforce compliance with new launches, processes, and policies. * Maintain multiple sites quality performance within a calibrated target. * Perform business review 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. **Travel Requirements** This role may require 20% travel (International and Domestic). **What We're Looking For** * 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. * Driven 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. * An owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better. **Compensation and Benefits** The location-specific base salary range for this position is listed below. Compensation in other geographies may vary. * 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 opportunities for equity grants. arenaflex cares about you and your overall well-being, and that's why we offer a comprehensive benefits package, including: * Healthcare benefits * A 401(k) plan including an employer match * Short-term and long-term disability coverage * Basic life insurance * Wellbeing benefits * Paid time off * Paid parental leave * Several paid holidays, among others **About arenaflex** At arenaflex, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. **arenaflex Culture** arenaflex is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks. **Diversity and Inclusion** We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. **Statement of Non-Discrimination** In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. **How to Apply** If you're passionate about delivering an outstanding customer experience and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website. Apply Job! Apply for this job