**Experienced Manager Customer Excellence (Projects) – Driving Customer Success and Operational Efficiency at arenaflex**

At arenaflex, we're revolutionizing human hospitality in a digital world, and we're looking for a talented Manager Customer Excellence (Projects) to join our Customer Care Team. As a key member of our team, you'll play a crucial role in providing personalized solutions that inspire a passion for travel, making a lasting impression with every arenaflex guest with whom you interact. **About arenaflex** arenaflex is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. arenaflex is proud to have an award-winning workplace culture and is consistently named among one of the World’s Best Workplaces. **Job Summary** As a Manager Customer Excellence (Projects), you'll be the primary representative for arenaflex Reservations and Customer Care (HRCC) on both internal and corporate projects. You'll collaborate with other project managers, owners, and participants to ensure all HRCC requirements and timelines are captured and completed. Your role will be critical in driving customer success and operational efficiency across arenaflex. **Key Responsibilities** * Manage HRCC internal and corporate project deliverables using industry-standard project management tools * Be primary relationship manager for partnerships (internal and external) * Maintain project tracking tools and documentation to support the intake and oversight of new project requests * Work with teams to develop comprehensive business cases including approval rationale, budget requirements, implementation criteria, and resource allocation * Conduct and document business plans, standard operating procedures (SOPs), project trackers, and reporting requirement sessions * Study and document standard processes and implement change to improve efficiency * Be project lead coordinating teams and managing deliverables across multiple workstreams * Be the HRCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to ensure HRCC requirements and timelines are defined and met **Collaboration and Communication** * Partner with Process and Project Analysts to study, document, and implement business and process changes related to partnership programs * Participate in partner project meetings representing HRCC, and document business discussions, outcomes, actions, and risks * Represent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teams * Bring teams together to document project tasks, assign owners, and timelines, and create a project framework for follow-up and execution when the programs are in business as usual * Communicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projects * Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation * Consult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectations * Support additional HRCC, corporate, and technical projects when not engaged in partnership-specific projects **Projects and Ownership** * As part of HRCC Shared Services, you'll be responsible for customer success projects related to internal and external partnerships, brands, and corporate pillar programs * Time not dedicated to partnership-specific responsibilities will be allocated to supporting other HRCC and enterprise-wide projects and operational processes **Why You'll Be a Great Fit** * Four (4) years of project management, Agile methodology, and business process experience * Two (2) years' experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts * Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma * Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports * Experience collaborating with partner teams and senior leadership to guide strategic initiatives * Travel less than 10% **Preferred Qualifications** * Four (4) years of experience in project management or process/project management * PMP or relevant project management, process, or Agile certification **What It's Like Working for arenaflex** arenaflex is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. arenaflex is proud to have an award-winning workplace culture and is consistently named among one of the World’s Best Workplaces. **Benefits and Perks** * Comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase arenaflex shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit, and our travel discount * Annual salary range for this role is $70,000 - $100,000 and is determined based on applicable and specialized experience and location * Subject to plan terms and conditions, you will be eligible to participate in the arenaflex Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company **How to Apply** If you're a motivated and experienced professional looking to join a dynamic team that's revolutionizing human hospitality in a digital world, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website or by clicking on the "Apply Now" button below. Apply for this job