Experienced Full Stack Project Manager – Customer Service Operations, Principal

Join arenaflex, a leading off-price e-commerce portfolio company, as we continue to redefine the online shopping experience. We're seeking an experienced Full Stack Project Manager to lead our Customer Service Operations team, driving process improvements, tool enhancements, and cross-functional programs that impact our member and/or the Customer Service organization.

About arenaflex

arenaflex is a dynamic and innovative company that connects the next-generation shopper to world-class brands. We've defined the online treasure hunt through our daily sale events, allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail. Our vision is to spark delight through daily discovery, making shopping an occasion to celebrate. We're committed to fostering an inclusive environment where every Associate is empowered to learn, grow, and bring their full self to work.

The Role

As a Full Stack Project Manager, you will partner with customer service operations, CS tools, technology, and other cross-functional partners to plan, track, update, and deliver process improvements, tool improvements, medium to large cross-functional programs that impact our member and/or the Customer Service organization. You will be accountable for assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates.

Key Responsibilities

* Plan, track, manage, and report on all CS impacting programs and larger company-driven projects for Customer Service

• Build a master project plan/project tracker that will show high-level and detailed information on all ongoing and closed projects, to include Big Bets tracking
• Send regular program updates on each program in progress and facilitate lessons learned post-launch
• Create individual project plans that show task-level detail with ownership, due dates, status, dependencies, and risks
• Oversee the planning, execution, and completion of a project
• Lead complex initiatives managing all activities in a project life cycle, such as initiation, planning, executing, controlling, and closing for short- and long-term projects, line of business-wide, and medium to high risk, scope, and complexity
• Conduct project kick-off meetings, regular project check-ins, and Go/No Go meetings to ensure all impacted teams are aligned
• Support the CS tools/technology, CS Operations, process management, and training teams to accelerate project delivery to the organization
• Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment
• Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
• Develop a project backlog for projects requiring technical team development. Regularly review the backlog and prioritization with CS leadership to ensure highest impact items are properly prioritized
• Own the CS intake site and project initiation and tracking
• Demonstrate customer service knowledge and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations

Expected Qualifications

* Bachelor's degree

• Proficient in relevant computer applications
• 3-5 years of project/program experience, preferably in a customer experience
• Strong listening, written, and verbal communication skills with an ability to adapt to different audiences
• Knowledge of customer service practices and principles
• Able to work collaboratively and cross-functionally
• Experience using problem-solving and analytical skills to solve business problems and drive process improvements
• Ability to work effectively with tight deadlines in a fast-paced environment
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Preferred Qualifications

* Master's degree in a related field

• PMP or Agile certification
• Experience working in a similar role in a fast-paced, dynamic environment
• Strong understanding of project management methodologies and tools
• Experience with customer relationship management (CRM) systems and project management software

What We Offer

* Competitive salary range: $90,000 - $95,000

• Bonus/commission, equity, 401(k) match, and a variety of benefits (depending on role eligibility)
• Opportunity to work with a dynamic and innovative company that values diversity, inclusion, and employee growth
• Collaborative and supportive work environment
• Professional development opportunities and training programs
• Recognition and rewards for outstanding performance

Why Join arenaflex?

* arenaflex is a leader in the off-price e-commerce industry, with a strong commitment to innovation and customer satisfaction

• We offer a dynamic and inclusive work environment that values diversity, equity, and inclusion
• Our company culture is rooted in our values of Kindness, Passion, Collaboration, Innovation, Tenacity, and Empowerment
• We're committed to fostering an environment where every Associate is empowered to learn, grow, and bring their full self to work
• arenaflex offers a range of benefits and perks, including competitive salary, bonus/commission, equity, 401(k) match, and a variety of benefits

Ready to Apply?

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and discuss how you can join our dynamic and innovative company. Apply To This Job Apply for this job