Experienced Full Stack Senior Manager Customer Service Customer Advocacy – Web & Cloud Application Development

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving strategic direction, leading cross-functional teams, and making data-driven decisions? If so, we invite you to join arenaflex as a Senior Manager Customer Service Customer Advocacy. In this role, you will lead a global organization that owns several products designed to align customer problems and experiences with the right owners and drive root cause resolution utilizing complete mechanisms.

About arenaflex

arenaflex is a leading innovator in the field of customer service and experience. Our mission is to empower our customers to achieve their goals by providing them with the best possible experience. We believe that every customer interaction is an opportunity to build trust, loyalty, and advocacy. Our team of experts is dedicated to delivering exceptional customer experiences through innovative solutions, cutting-edge technology, and a customer-centric approach.

Job Description

As a Senior Manager Customer Service Customer Advocacy at arenaflex, you will be responsible for leading a global organization that owns several products designed to align customer problems and experiences with the right owners and drive root cause resolution utilizing complete mechanisms. You will be the single-threaded owner (STO) of the Executive Customer Relations (ECR) program, driving the strategic direction for the channel, and owning the roadmap. This includes new market launch readiness, new and existing content updates, program management, and operational excellence for ECR support globally.

Key Responsibilities

* Develop and lead a team of up to 200 employees with 6+ direct reports

• Manage a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times
• Communicate clearly with key stakeholders up to SVP level on issues impacting the customer experience and own the execution of proactive communications and remedial actions to mitigate against customer-impacting issues
• Work backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, in order to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts
• Provide quantitative and qualitative information to business teams in order to drive process/policy change initiatives and root-cause resolution of customer pain-points by engaging with the relevant senior stakeholders through weekly, monthly, and quarterly business reviews
• Problem-solving with strong analytical and EI skills
• Build and maintain strong internal relationships across CS and with multiple business teams
• Communicate and present to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects

Essential Qualifications

* Bachelor's Degree in Business Management related degree required

• 10+ years experience in roles that required data analysis, program management, creative problem-solving, and cross-functional collaboration
• 10+ years experience leading leaders across varying disciplines including program, product, and analytics roles
• 10+ years experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts
• Global Stakeholder Management Experience across Americas, EU, and Asia Pacific regions
• People management experience; leading multifunctional groups/teams

Preferred Qualifications

* Advanced degree (technical or MBA)

• Six Sigma Master Black Belt or Lean Certification
• Experience of remote management across multiple locations
• Experience in customer service operations
• Working knowledge of SQL and statistical concepts
• Ability to converse with technology teams to bridge the language gap between business and tech
• Proven track record of delivering large-scale, complex, and cross-functional projects and programs
• Experience communicating and presenting to senior leaders with exceptional ability to influence without authority
• Demonstrated ability to assess trade-offs and have the right instinct where data-based decision is not possible
• Ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution

Work Environment and Company Culture

arenaflex is committed to creating a diverse and inclusive workplace. We believe that every individual has a unique perspective and contribution to make. Our team is passionate about delivering exceptional customer experiences and is dedicated to making a positive impact on our customers' lives. We offer a collaborative and dynamic work environment that encourages innovation, creativity, and growth.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary, comprehensive benefits package, and a range of perks and incentives to support your career growth and well-being. We believe in recognizing and rewarding our employees' contributions and achievements.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to investing in our employees' growth and development. We offer a range of training programs, mentorship opportunities, and career development resources to help you achieve your career goals. Our team is passionate about learning and sharing knowledge, and we encourage collaboration and innovation across departments and functions.

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting role. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [insert contact information]. Apply for this job