Remote Shared Services Manager – Partner & Customer Experience Continuous Improvement & Operations Excellence
---
**Job Description (HTML):**
Join Arenaflex as a Shared Services Manager – Partner & Customer Experience Excellence
Now Brewing – continuous improvement innovator! #tobeapartner
From the beginning, arenaflex set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. As we continue to grow and evolve, we are looking for a talented Shared Services Manager to join our Partner and Customer Service team and help us transform the way we deliver exceptional experiences to our customers and partners worldwide.
If you are passionate about continuous improvement, operational excellence, and creating seamless customer experiences, this is your opportunity to make a significant impact at a company that values innovation, leadership, and service. In this role, you will work cross-functionally to improve contact center service experiences for customers, partners, and agents, using Continuous Improvement tools and methods to discover opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence.
About the Role
As a Shared Services Manager at arenaflex, you will play a critical role in supporting our strategy to deliver intuitive and effortless service experiences across multiple contact channels. You will be responsible for driving brand affinity, growing customer loyalty, and reducing contact volume through innovative process improvements and strategic initiatives. This is your opportunity to showcase your Continuous Improvement expertise and passion for making it easy for customers to get the help they need.
Partner and Customer Service supports arenaflex's outsourced contact centers across multiple channels, supporting the areas of customer relations, sales, human resources, order fulfillment, facilities and equipment, operations, and technical services. You will be at the forefront of transforming these services to meet the evolving needs of our customers and partners.
Key Responsibilities
As a Shared Services Manager, you will:
- Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers. You'll pair an obsession with operational excellence with continuous improvement skill and expertise to coordinate and lead transformational improvement projects that enhance customer satisfaction and operational efficiency.
- Drive cross-functional collaboration to identify and implement solutions that eliminate waste, reduce costs, and drive operational excellence across all contact center operations.
- Coach and mentor cross-functional partners through problem-solving activities and improvement projects, helping team members develop their own continuous improvement capabilities.
- Educate team members on operational improvement and Continuous Improvement principles, fostering a culture of excellence and innovation throughout the organization.
- Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting both the company and our customers from emerging threats.
- Conduct root cause analysis and facilitate problem-solving sessions to address complex operational challenges and develop sustainable solutions.
- Develop and implement standards and best practices for future use, ensuring consistency and excellence across all contact center operations.
- Partner with stakeholders across multiple levels, both within and external to the organization, to drive alignment and achieve shared objectives.
- Manage change effectively by influencing and guiding teams through transformation initiatives in a fast-paced and changing environment.
- Design and develop tools for operations supporting contact centers or customer experience, creating innovative solutions that enhance operational efficiency.
Essential Qualifications
We'd love to hear from people with:
- 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit or department objectives.
- 3 years of implementation and/or project management experience, demonstrating the ability to lead complex initiatives from conception to completion.
- 3+ years of conducting requirements gathering and analysis, with a track record of translating business needs into actionable solutions.
- Expertise in building and establishing relationships across multiple levels, both within and external to the organization, with proven ability to influence and negotiate.
- Skilled in influencing and managing change, with the ability to guide teams through organizational transformations successfully.
- Ability to work in a fast-paced and changing environment, demonstrating adaptability and resilience under pressure.
- Strong decision-making skills with the ability to analyze complex situations and make informed, data-driven decisions.
- Ability to apply a structured problem-solving framework, such as Lean, Six Sigma, or similar methodologies.
- Process improvement experience (formal or informal), with demonstrated results in driving operational efficiency.
- Bachelor's degree or significant relevant experience in business administration, operations management, or a related field.
- Hands-on experience designing tools for operations supporting contact centers or customer experience.
- Strong organizational planning, development, and business judgment skills.
- Demonstrated history of delivering innovative solutions that drive measurable business results.
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
Preferred Qualifications
While the essential qualifications listed above are required, the following preferred qualifications will help you stand out:
- Advanced certifications in Lean, Six Sigma, or other continuous improvement methodologies.
- Experience in the food and beverage or retail industry, particularly in customer service operations.
- Knowledge of contact center technologies, including CRM systems, workforce management tools, and analytics platforms.
- Familiarity with digital fraud prevention and mitigation strategies in a contact center environment.
- Experience managing vendor relationships and outsourcing partnerships.
- Strong presentation and facilitation skills, with the ability to communicate effectively with senior leadership.
Skills and Competencies Required for Success
To thrive in this role, you will need to demonstrate the following skills and competencies:
- Continuous Improvement Expertise: Deep knowledge of Lean, Six Sigma, or similar methodologies with practical experience applying them to complex operational challenges.
- Strategic Thinking: Ability to see the big picture and align improvement initiatives with broader organizational goals and objectives.
- Analytical Skills: Proficiency in data analysis, root cause analysis, and using metrics to drive decision-making and measure success.
- Leadership and Mentorship: Ability to coach and develop others, fostering a culture of continuous improvement and excellence.
- Communication Excellence: Strong written and verbal communication skills, with the ability to influence stakeholders at all levels.
- Project Management: Solid project management skills with the ability to manage multiple initiatives simultaneously.
- Customer Focus: Passion for creating exceptional customer experiences and understanding customer needs.
- Adaptability: Comfortable working in a dynamic, fast-paced environment with evolving priorities and requirements.
Career Growth Opportunities and Learning Benefits
At arenaflex, we believe in investing in our people and supporting their professional development. As a Shared Services Manager, you will have access to a wide range of growth opportunities and learning benefits, including:
- Leadership Development Programs: Access to arenaflex's renowned leadership training programs that help you develop the skills needed to advance in your career.
- Continuous Learning: Opportunities to pursue additional certifications in Lean, Six Sigma, and other continuous improvement methodologies.
- Career Advancement: A clear path for career progression within the Partner and Customer Service organization and across the broader company.
- Cross-Functional Exposure: Experience working with diverse teams across multiple functional areas, broadening your business acumen.
- Industry Recognition: Exposure to industry best practices and the opportunity to work with leading-edge technologies and processes.
Work Environment and Company Culture
Arenaflex is more than just a company – it's a community. We take pride in fostering an inclusive, welcoming, and supportive work environment where every partner can thrive. Our culture is built on mutual respect, diversity, and a shared commitment to excellence.
As part of our team, you will enjoy:
- Flexible Work Arrangements: If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week, giving you the best of both worlds.
- Inclusive Culture: We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities.
- Collaborative Environment: Work alongside talented professionals who are passionate about what they do and committed to delivering exceptional results.
- Innovation Focus: Be part of a company that values innovation and encourages creative problem-solving.
- Community Impact: Join a company that is dedicated to making a positive impact in communities around the world.
Compensation, Perks, and Benefits
At arenaflex, we believe in recognizing and rewarding our partners for their hard work and dedication. We are proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners, including:
- Competitive Pay: We offer competitive salaries that reflect your skills, experience, and contributions.
- Health Coverage: A variety of health plans to choose from, including medical, dental, and vision coverage.
- Tuition Coverage: 100% tuition coverage through our arenaflex College Achievement Plan, helping you pursue your educational goals.
- Stock & Savings Programs: Equity reward programs like our Bean Stock, allowing you to share in the company's success.
- Flexible Scheduling: Flexible scheduling options that help you maintain work-life balance.
- Paid Time Off: Opportunities for paid time off to rest, recharge, and spend time with loved ones.
- Free Coffee and More: Enjoy free coffee or tea products and partner discounts.
Visit arenaflexbenefits.com for detailed information about our comprehensive benefits package.
Join Our Team
If you are ready to take the next step in your career and make a meaningful impact, we encourage you to apply today! At arenaflex, you will have the opportunity to inspire with every cup and contribute to a company that is dedicated to creating meaningful connections and exceptional experiences.
We are looking for passionate individuals who share our commitment to service, excellence, and continuous improvement. If you have the skills and experience we're looking for, we invite you to join our team and help us shape the future of customer experience.
Apply now and become part of something special at arenaflex!
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us.