Experienced Customer Experience Partner Success Manager – Global Help Desk Operations
At arenaflex, we're on a mission to revolutionize the way people think about food delivery and beyond. As a key member of our team, you'll play a vital role in shaping the future of our company and helping us achieve our goal of becoming the go-to platform for all possible products. We're seeking an experienced Customer Experience Partner Success Manager to join our global help desk operations team. In this role, you'll be responsible for overseeing the quality of our customer support experience, working closely with our help partners (BPOs) to ensure their quality meets arenaflex's standards, including First Contact Resolution, Customer Satisfaction scores, and other key performance metrics.
About the Job
As a Customer Experience Partner Success Manager, you'll be the driving force behind improving the quality of our customer support experience. You'll work closely with our help partners to identify areas for improvement and develop strategies to enhance their performance. Your goal will be to ensure that our customers receive exceptional support, every time, at scale.
Key Responsibilities:
* Develop and implement quality monitoring projects that result in quantifiable improvements in performance metrics
- Collaborate with training and content teams to ensure consistency with new launches, processes, and procedures
- Maintain quality performance across multiple locations within an aligned objective
- Perform business audits with Help 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 duties as assigned by management or on a case-by-case basis
Travel Requirements:
This role may require up to 20% travel, both domestic and international.
Why We're Excited About You:
* You have a BA/BS degree in a quantitative or business field or four years of work experience in a quantitative or business role
- You've driven quality and performance improvements across multiple help desks
- You're analytical and data-driven, with experience refining large datasets to meaningful insights
- You know how to present complex data clearly and concisely with strong written, verbal, and visual communication skills
- You're efficient and detail-oriented, with perfect attendance and fully completed tasks
- You're comfortable in a fast-paced, continually evolving, team-oriented environment and able to handle multiple deadlines simultaneously
- You have a owner's mindset, focused on quality, yield-driven, proactive, and continuously driving yourself to improve
About arenaflex
At arenaflex, our mission is to engage local economies by moving quickly, learning, and iterating to make effective decisions that show compassion for our range of customers – from Dashers to shipping partners to customers. We're a technology and logistics company that started with home-to-home delivery, and we're looking for colleagues who can help us evolve from an organization known for delivering food to an organization that people go to for all possible products. arenaflex is growing rapidly and changing continually, which offers our colleagues the opportunity to share their unique perspectives, tackle new challenges, and own their careers. We're committed to supporting our employees' 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 people 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
In accordance with our values and objectives, no employee or candidate will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, sex, sexual orientation, gender identity or expression, disability status, or veteran status. Beyond mere non-discrimination and harassment in protected classes, we also strive to prevent other subtle forms of unacceptable behavior (i.e., stereotyping) from taking hold in our office. 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 Level Playing Field Institute for this statement of non-discrimination.
If You Need Accommodations
Please inform your hiring contact upon initial contact.
Pay
The area-specific base salary range for this position is listed below. Pay in other 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 jobs 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, which is why we offer a comprehensive benefits package for full-time employees, including health insurance, a 401(k) plan with a 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. [ad_2
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