Principal Technical Program Manager – Customer Service Operations at arenaflex

Are you a seasoned technical program manager with a passion for innovation and a drive to deliver exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex's Contact Handling Experience (CHEX) team as a Principal Technical Program Manager. At arenaflex, we're revolutionizing the way we interact with customers, and we're looking for talented individuals like you to help us achieve our vision. As a Principal TPM, you'll play a critical role in managing large, cross-functional programs that support Customer Service Operations worldwide. You'll work closely with engineering teams, product managers, and other stakeholders to drive project delivery, identify innovative solutions, and make strategic decisions that impact the customer experience.

About arenaflex's Contact Handling Experience (CHEX) Team

arenaflex's CHEX team is a diverse, cross-disciplinary group of builders who are passionate about creating exceptional customer experiences. We're a team of innovators, researchers, and problem-solvers who are dedicated to understanding the needs of our customers and developing solutions that meet those needs. Our team is responsible for developing the core infrastructure of arenaflex's Customer Service operations, integrating with teams across the entire business, and driving security, operational excellence, and user experience.

A Day in the Life of a Principal TPM at arenaflex

As a Principal TPM at arenaflex, you'll be responsible for managing large, cross-functional projects that span multiple technology and operational teams. You'll work closely with development teams, product managers, and other stakeholders to drive project delivery, identify innovative solutions, and make strategic decisions that impact the customer experience. Your day will be filled with:

• Managing end-to-end ownership of cross-functional projects, including resource planning and project execution
• Leading the definition and execution of strategic technical initiatives aimed at improving delivery efficiency and driving 3-year action plan tech discussions
• Driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning
• Identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment
• Making project decisions and achieving tactical goals while retaining a strategic focus
• Working closely with development teams and playing a leadership role in product architecture and design
• Owning communication/reportage on mission-critical projects, SVP/VP level goals

Key Responsibilities

* Manage large, cross-functional projects that span multiple technology and operational teams

• Lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency and driving 3-year action plan tech discussions
• Drive the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning
• Identify innovative solutions to project deadlocks and resolve issues and constraints through consensus and sound judgment
• Make project decisions and achieve tactical goals while retaining a strategic focus
• Work closely with development teams and play a leadership role in product architecture and design
• Own communication/reportage on mission-critical projects, SVP/VP level goals

Essential Qualifications

* 12+ years of working directly with engineering teams experience

• 7+ years of technical product or program management experience
• 5+ years of software development experience
• Experience managing programs across cross-functional teams, building processes and coordinating release schedules

Preferred Qualifications

* 8+ years of hands-on work managing complex technology projects experience

• Experience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules

What We Offer

* Competitive base pay ranging from $159,300/year in our lowest geographic market up to $275,300/year in our highest geographic market

• Equity, sign-on payments, and other forms of compensation as part of a total compensation package
• A full range of medical, financial, and/or other benefits, including:

+ Medical, Dental, and Vision Coverage + Maternity and Parental Leave Options + Paid Time Off (PTO) + 401(k) Plan

• A dynamic and inclusive work environment that empowers arenaflexians to deliver the best results for our customers
• Opportunities for career growth and professional development in a rapidly evolving industry
• A chance to work on high-impact projects that make a real difference in people's lives

How to Apply

If you're a seasoned technical program manager with a passion for innovation and a drive to deliver exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

About arenaflex

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers arenaflexians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit [arenaflex's Accommodations page](https://arenaflex.com/accommodations) for more information. Apply for this job