At arenaflex, we're on a mission to revolutionize the way people interact with our global support network, delivering an exceptional customer experience that sets us apart from the rest. As a Manager, Customer Experience Partner Success, you'll play a pivotal role in driving operational excellence, ensuring our support partners meet the highest standards of quality, and fostering a culture of continuous improvement.
**About arenaflex**
arenaflex is a technology and logistics company that's changing the game in the industry. We started with a simple idea – to deliver food to customers' doors – but we've grown into so much more. Today, we're a company that's committed to empowering local economies, supporting employees' happiness and well-being, and driving innovation in everything we do.
**The Role**
As a Manager, Customer Experience Partner Success, you'll be responsible for managing the support experience of our international last-mile logistics platform. You'll partner with support partners (BPOs) to ensure their quality meets arenaflex's expectations, including First Contact Resolution, Customer Satisfaction scores, and other support metrics. Your expertise will be invaluable in driving quality improvements, identifying areas for growth, and developing strategies to enhance the customer experience.
**Key Responsibilities**
* Create new and use existing reporting to identify areas to improve performance metrics and productivity through quality monitoring
* Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents)
* Partner with training and content to reinforce compliance with new launches, processes, and policies
* Maintain multiple sites quality performance within a calibrated target
* Perform business review with Support Partner Teams
* Identify, recommend, and formulate process and project improvements
* Work cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs
* Identify and report on trends early and often
* Other projects assigned by management or as needed
**Travel Requirements**
This role may require up to 20% travel (International and Domestic), so you'll need to be comfortable with frequent travel and able to adapt to new environments.
**Requirements**
* BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas
* 3+ years of support operations experience managing support KPIs such as CSAT
* Proven track record of driving operations excellence and quality improvements across multiple support sites
* Analytical and data-driven, with experience distilling large data sets to actionable insights – root cause analysis is your specialty
* Strong written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely
* Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities
* Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously
* Owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better
**What We Offer**
* Competitive salary, with a starting range of $112,200 – $165,000 USD, depending on location and experience
* Opportunities for equity grants and stock options
* Comprehensive benefits package, including:
+ 401(k) plan with an employer match
+ Paid time off
+ Paid parental leave
+ Wellness benefits
+ Several paid holidays
+ Medical, dental, and vision benefits
+ Disability and basic life insurance
+ Family-forming assistance
+ Commuter benefit match
+ Mental health program
* Flexible work arrangements, including remote work options
* Opportunities for professional growth and development, with a focus on continuous learning and skill-building
* Collaborative and dynamic work environment, with a team of passionate and dedicated professionals
**Why Join arenaflex?**
* We're a company that's committed to making a positive impact on our customers, employees, and communities
* We're passionate about innovation and continuous improvement, with a focus on driving excellence in everything we do
* We offer a comprehensive benefits package and competitive compensation, with opportunities for growth and development
* We're a diverse and inclusive company, with a commitment to growing and empowering a more inclusive community within our company, industry, and cities
**How to Apply**
If you're passionate about driving operational excellence and delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, through our careers page. We can't wait to hear your story and learn more about your qualifications.