Experienced Customer Service Next Generation Technology Delivery Lead - Transforming Client Relationships through Innovative Service Experience Solutions

Introduction to arenaflex

At arenaflex, we're redefining the customer experience landscape with our innovative approach to service delivery. As a leader in the industry, we empower our clients to create meaningful, immersive experiences that drive lasting growth and make a tangible impact on people's lives. Our team of experts is dedicated to helping clients design, build, and run standout products and services that foster deeper connections with their customers. With a strong focus on digital content and customer experience, we're committed to delivering end-to-end solutions that cut through complexity and drive speed to market.

Job Overview

We're seeking a highly effective program Delivery Lead and Service Technology Architect to join our team at arenaflex. As a key member of our team, you'll be responsible for the overall design and success of technology-focused Service Experience programs, with a focus on client relationships, financials, technology blueprint and architecture, project delivery, resourcing, and overall program health. Your expertise will be instrumental in driving the delivery of complex, global, and large-scale Service technology solutions that span customer channels, service center back-office, and field service solutions.

Key Responsibilities

• Lead the end-to-end delivery lifecycle of complex Service technology solutions, working closely with clients to understand their needs and deliver tailored solutions
• Develop strong working relationships with senior management teams and identify follow-on project opportunities to drive growth and expansion
• Manage and contribute to the development of platform migration and global rollout strategies, ensuring seamless execution and minimal disruption to clients
• Collaborate with software and technology partners to design and deliver Service-focused solutions that meet the evolving needs of our clients
• Plan and estimate delivery work using an Agile approach, focusing on project milestones, resource planning, scope, budget, risk identification, and mitigation planning
• Manage day-to-day on-shore and off-shore project teams during the project lifecycle, ensuring effective communication and collaboration
• Manage project ideation, gathering high-level business requirements, defining detailed requirements, and process into epics and stories
• Lead experience-led teams in developing strategic vision and creative UI/UX design solutions that drive customer engagement and loyalty
• Interact with client stakeholders to provide business justification, funding, scope, and timeline, ensuring alignment and buy-in throughout the project lifecycle

Essential Qualifications

To be successful in this role, you'll need:

• Minimum 5+ years of experience leading the successful delivery of Service Experience platform and operations projects
• Minimum 5+ years of experience delivering projects that have integrated one or more of the functional capabilities, including Customer Service Channels, Cross-channel, Service Experiences, Service Delivery Technology Platforms, and Service Delivery enablement
• Strong understanding of project management methodology, including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings
• Exceptionally strong leadership and communication skills to effectively manage client accounts and multidisciplinary teams

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Minimum 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex web sites, commerce applications, or marketing automation platforms
• 5+ years of experience implementing comprehensive service center and field service software suites, such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio
• Experience with Service channel experience design, implementation, and execution
• Experience in algorithmic decisioning or interactive management
• Experience with defining, designing, and implementing a development architecture leveraging CI/CD principles
• Strong understanding of PCI/PII security and data privacy requirements

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a member of our team, you'll have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge
• Mentorship and coaching from experienced professionals in the industry
• Opportunities to work on complex, high-profile projects that drive real business impact
• A collaborative and dynamic work environment that fosters innovation and creativity

Work Environment and Company Culture

At arenaflex, we pride ourselves on our inclusive and diverse company culture. We believe that every employee should have a full sense of belonging and be empowered to contribute their unique perspectives and ideas. Our culture is built on a foundation of:

• Respect and empathy for all employees, regardless of their background or circumstances
• A commitment to diversity, equity, and inclusion in all aspects of our business
• A focus on collaboration and teamwork, recognizing that our collective efforts drive greater success
• A passion for innovation and creativity, encouraging employees to think outside the box and push boundaries

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package that reflects the value our employees bring to the organization. Our benefits include:

• A comprehensive salary range that reflects industry standards and individual performance
• A range of perks and benefits, including health insurance, retirement plans, and paid time off
• Opportunities for professional development and growth, including training and education programs
• A dynamic and supportive work environment that fosters collaboration and innovation

Conclusion

If you're a motivated and experienced professional looking to make a real impact in the customer experience landscape, we encourage you to apply for this exciting opportunity at arenaflex. As a leader in the industry, we're committed to delivering innovative solutions that drive lasting growth and make a tangible difference in people's lives. Join our team and be part of a dynamic and inclusive culture that values diversity, creativity, and collaboration. Apply now and take the first step towards a rewarding and challenging career at arenaflex.