Experienced Senior Manager Customer Care, Partner and Customer Service – Remote Opportunity at arenaflex

Unlock your potential with a new role at arenaflex as a Senior Manager Customer Care, Partner and Customer Service! This position is based in Remote and we are looking to fill it quickly. This position requires a strong and diverse skillset in relevant areas to drive success. The salary for this position is set at a competitive salary.

About arenaflex

arenaflex is a leading innovator in the industry, dedicated to delivering exceptional customer experiences and fostering a culture of excellence. With a strong commitment to empowering our partners and driving continuous improvement, we are seeking an experienced Senior Manager Customer Care, Partner and Customer Service to join our team. This role offers a unique opportunity to make a meaningful impact and contribute to the growth and success of arenaflex.

About the Position

The Senior Manager, Customer Care at arenaflex will lead a dedicated team focused on resolving escalated customer service issues and managing executive escalations. This role emphasizes empowering partners with the necessary tools and resources to deliver exceptional service while collaborating with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.

Responsibilities

* Model leadership behaviors grounded in arenaflex's Mission and Values, providing coaching and developmental opportunities to partners.

• Manage, develop, and implement new processes to address escalations and highly visible mentions.
• Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
• Partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides.
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media.
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data.
• Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes.

Key Performance Indicators (KPIs)

* Develop and implement effective strategies for customer engagement and crisis management.

• Improve customer satisfaction and loyalty through exceptional service delivery.
• Enhance partner engagement and development through coaching and training.
• Foster a culture of continuous improvement and innovation within the team.

Requirements

* Bachelor's degree or significant relevant experience.

• Professional experience managing branded channels across multiple social media platforms.
• 5+ years managing successful teams.
• 5+ years general business experience in large, matrixed organizations.
• 5+ years leading cross-functional initiatives.
• 5+ years change management experience.
• Strong organizational planning, development, and business judgment.
• Demonstrated history of delivering innovative solutions.
• Experience facilitating root cause analysis and driving solutions to complex problems.
• Strong reporting skills with the ability to summarize data into MBR reports.

Nice-to-Haves

* Strong awareness of emerging trends and analyzing data to provide actionable insights.

• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.

Benefits

* 100% tuition coverage through arenaflex's College Achievement Plan.

• Health coverage with a variety of plans to choose from.
• Stock & savings programs like the equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.

Why Join arenaflex?

* Opportunity to work with a leading innovator in the industry.

• Collaborative and dynamic work environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Flexible scheduling and work-life balance.

How to Apply

Ready to join arenaflex? The first step is easy. Click apply now and we'll be in touch soon! Apply To This Job

Simple Application Process

* Click the apply now button to submit your application.

• Attach your resume and cover letter.
• Our team will review your application and be in touch soon.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive and respectful work environment. Apply for this job