**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**
We're seeking a highly analytical and data-driven leader to manage the support experience of our international last-mile logistics platform. As a Manager, Customer Experience Partner Success, you'll be responsible for 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.
**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.
* 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.
* An owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better.
**Why Join arenaflex?**
* Competitive compensation package, including opportunities for equity grants.
* 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, and several paid holidays.
* Collaborative and dynamic work environment with a diverse team of talented professionals.
* Opportunities for growth and development, with a focus on empowering employees to take ownership of their careers.
* Flexible work arrangements, including remote work options.
**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.
**Our Commitment to 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. Whether blatant or hidden, barriers to success have no place at arenaflex. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply.
**Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.**
If you need any accommodations, please inform your recruiting contact upon initial connection.
**Apply Now**
Ready to join our team and help us deliver an outstanding customer experience? Apply now and take the first step towards a rewarding career at arenaflex.
Apply Job!
**About the Role**
We're seeking a highly analytical and data-driven leader to manage the support experience of our international last-mile logistics platform. As a Manager, Customer Experience Partner Success, you'll be responsible for 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.
**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.
* 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.
* An owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better.
**Why Join arenaflex?**
* Competitive compensation package, including opportunities for equity grants.
* 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, and several paid holidays.
* Collaborative and dynamic work environment with a diverse team of talented professionals.
* Opportunities for growth and development, with a focus on empowering employees to take ownership of their careers.
* Flexible work arrangements, including remote work options.
**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.
**Our Commitment to 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. Whether blatant or hidden, barriers to success have no place at arenaflex. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply.
**Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.**
If you need any accommodations, please inform your recruiting contact upon initial connection.
**Apply Now**
Ready to join our team and help us deliver an outstanding customer experience? Apply now and take the first step towards a rewarding career at arenaflex.
Apply Job!