Senior Manager Customer Care, Partner and Customer Service – Remote Leadership Opportunity in Customer Engagement and Crisis Management

Introduction to arenaflex

At arenaflex, we are passionate about delivering exceptional customer experiences that exceed expectations and foster long-term loyalty. As a leader in our industry, we recognize the importance of empowering our partners with the tools and resources necessary to provide outstanding service. We are now seeking a highly skilled and experienced Senior Manager, Customer Care to join our team, leading a dedicated group focused on resolving escalated customer service issues and managing executive escalations. This role offers a unique opportunity to make a significant impact on our customer engagement strategies and crisis management approaches, collaborating with various stakeholders to drive continuous improvement and innovation.

Job Overview

The Senior Manager, Customer Care will play a critical role in modeling leadership behaviors grounded in arenaflex's mission and values, providing coaching and developmental opportunities to partners. This position will manage, develop, and implement new processes to address escalations and highly visible mentions, ensuring that our customer care and executive escalations insights, messaging guidance, and response recommendations are effective and consistent across teams. The successful candidate will partner closely with public affairs, social marketing, risk, and legal teams to develop cohesive engagement tactics and crisis management guides, supporting the enterprise social customer care strategy through customer engagement and escalations.

Key Responsibilities

• Model leadership behaviors grounded in arenaflex's mission and values, providing coaching and developmental opportunities to partners.
• Manage, develop, and implement new processes to address escalations and highly visible mentions.
• Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
• Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides.
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media.
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data.
• Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes.

Requirements

To be successful in this role, you will need:

• A Bachelor's degree or significant relevant experience.
• Professional experience managing branded channels across multiple social media platforms.
• 5+ years managing successful teams.
• 5+ years general business experience in large, matrixed organizations.
• 5+ years leading cross-functional initiatives.
• 5+ years change management experience.
• Strong organizational planning, development, and business judgment.
• Demonstrated history of delivering innovative solutions.
• Experience facilitating root cause analysis and driving solutions to complex problems.
• Strong reporting skills with the ability to summarize data into MBR reports.

Nice-to-Haves

While not essential, the following skills and experiences are highly desirable:

• Strong awareness of emerging trends and analyzing data to provide actionable insights.
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.

Skills and Competencies

To excel in this role, you will need to possess excellent leadership, communication, and problem-solving skills, with the ability to work effectively in a fast-paced, dynamic environment. You will be a strategic thinker, able to analyze complex data and develop innovative solutions to drive customer engagement and crisis management. Strong collaboration and partnership skills are essential, as you will be working closely with various stakeholders to achieve shared goals.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our partners. As a Senior Manager, Customer Care, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the opportunity to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and skills.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company, with a strong focus on customer experience and employee engagement. We offer a collaborative and supportive work environment, with a range of benefits and perks to support your well-being and career growth. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we are committed to creating a workplace where everyone feels valued and empowered to succeed.

Compensation, Perks, and Benefits

As a Senior Manager, Customer Care at arenaflex, you will be eligible for a range of benefits, including:

• 100% tuition coverage through our education assistance program.
• Comprehensive health coverage with a variety of plans to choose from.
• Stock and savings programs, including our equity reward program.
• Flexible scheduling and opportunities for paid time off.

Conclusion

If you are a motivated and experienced customer care professional, looking for a new challenge and opportunity to make a real impact, we encourage you to apply for this exciting role at arenaflex. As a Senior Manager, Customer Care, you will be joining a talented and dedicated team, committed to delivering exceptional customer experiences and driving business growth. Don't miss this opportunity to take your career to the next level and apply today!