**Experienced Customer Experience Partner Success Manager – Global Help Desk Operations**

**Join arenaflex, a leading food delivery and logistics company, in shaping the future of customer experience and last-mile delivery operations.** **About arenaflex** arenaflex is a rapidly growing technology and logistics company that began with house-to-house delivery and is now expanding to become a platform for all possible products. Our mission is to engage local economies by moving quickly, learning, and iterating to make effective decisions that show compassion for our diverse range of clients – from Dashers to shipping partners to customers. We are an organization that values diversity, equity, and inclusion, and we are committed to creating a workplace where everyone has the opportunity to succeed. **About the Job** arenaflex is seeking an experienced Customer Experience Partner Success Manager to oversee the help desk operations of our global last-mile delivery platform. This individual will be responsible for improving the quality of the customer experience by collaborating with help desk partners (BPOs) to ensure their quality meets arenaflex's standards, including First Contact Resolution, Customer Satisfaction scores, and other help desk metrics. **Key Responsibilities:** * Develop and implement quality checking processes to identify areas for improvement and increase efficiency * Execute quality monitoring projects that result in quantifiable improvements in colleague (agent) performance * Collaborate with training and content teams to develop consistency with new releases, processes, and strategies * Maintain quality performance across multiple locations within an aligned objective * Perform business audits with help desk partner groups * Identify, suggest, and implement process and project enhancements * Work cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs * Recognize and investigate trends early and frequently * Perform other activities assigned by management or on a case-by-case basis **This role may require 20% travel (Global and Domestic).** **We're excited about you because:** * You have a BA/BS degree in quantitative or business fields or four years of work experience in quantitative or business areas. * You have driven activities greatness and quality enhancements across multiple help desk locations. * You are logical and data-driven, with experience refining large datasets to meaningful insights – data analysis is your specialty. * You know how to present complex data clearly and concisely with strong written, verbal, and visual communication skills. * You are efficient and detail-oriented, with perfect development and fully completed tasks. * You are comfortable in a fast-paced, continually evolving, team-oriented environment and able to handle multiple deadlines simultaneously. * You have a owner mindset, focused on quality, yield-driven, proactive, and continuously driving yourself to improve. **About arenaflex** At arenaflex, our mission to engage local economies shapes how our colleagues move quickly, learn, and iterate to make effective decisions that show compassion for our diverse range of clients – from Dashers to shipping partners to customers. We are an organization that values diversity, equity, and inclusion, and we are committed to creating a workplace where everyone has the opportunity to succeed. **arenaflex is growing quickly and evolving continually, which offers our colleagues the chance to share their unique perspectives, tackle new challenges, and own their careers. We're focused on supporting workers' satisfaction, strength, and overall well-being by providing comprehensive benefits and perks, including premium healthcare, health savings account, paid parental leave, and more.** **Our Commitment to Diversity and Inclusion** We're committed to developing and engaging a more diverse community within our organization, industry, and communities. That's why we recruit and develop diverse teams of individuals from all backgrounds, experiences, and perspectives. We believe that genuine growth happens when everyone has a seat at the table and the tools, resources, and opportunities to succeed. **Proclamation of Non-Discrimination** Regarding our values and objectives, no employee or candidate 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. Beyond mere "protected classes," we also strive to prevent other subtle forms of unacceptable behavior (i.e., stereotyping) from taking hold in our workplace. Whether overt or hidden, barriers to progress have no place at arenaflex. We value a diverse workforce – individuals who identify as women, non-binary or gender non-conforming, LGBTQIA+, Native American or Alaska Native, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently abled, parents and caregivers, and veterans are strongly encouraged to apply. Thank you to the Disability Equality Index for this statement of non-discrimination. **If you require accommodations, please inform your hiring contact upon initial contact.** **Pay** The location-specific base salary range for this position is listed below. Pay in different geographies may vary. Actual pay within the salary range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For roles that are available to be filled remotely, base salary is capped by employee work location. Please discuss your planned work location with your hiring representative for more information. arenaflex cares about you and your overall well-being, and that's why we offer a comprehensive benefits package for full-time employees, including health insurance, a 401(k) plan with company match, short- and long-term disability insurance, basic life insurance, wellness benefits, paid time off, paid parental leave, and several paid holidays, among others. **In addition to base salary, the compensation package for this role also includes opportunities for equity awards.** Apply Job! Apply for this job