At arenaflex, we're on a mission to empower local economies and revolutionize the way we think about logistics and delivery. As a Manager, Customer Experience Partner Success, you'll play a critical role in shaping the future of our global support operations and ensuring that our customers receive an outstanding experience at every touchpoint.
**About the Team**
Our team is the backbone of arenaflex's customer experience, working tirelessly to deliver exceptional support to our customers across the globe. We're a dynamic and fast-paced team that thrives on collaboration, innovation, and a passion for excellence. As a Manager, Customer Experience Partner Success, you'll join a team of dedicated professionals who are committed to making a meaningful impact on our customers' lives.
**About the Role**
We're seeking an experienced and results-driven Manager, Customer Experience Partner Success to join our team. As a key member of our global support operations, you'll be responsible for managing the support experience of our international last-mile logistics platform. Your primary focus will be on partnering with support partners (BPOs) to ensure that their quality meets arenaflex's expectations, including First Contact Resolution, Customer Satisfaction scores, and other support metrics.
**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, both internationally and domestically, to support our global support operations and partner with support partners.
**We're Excited About You Because...**
* You have a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas
* You have 3+ years of support operations experience managing support KPIs such as CSAT
* You have driven operations excellence and quality improvements across multiple support sites
* You are analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty
* You know how to present complex information clearly and concisely with strong written, verbal, and visual communication skills
* You are 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
* Have an owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better
**What We Offer**
* A competitive salary 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
* A dynamic and inclusive work environment that values diversity, equity, and inclusion
* Opportunities for career growth and professional development
* A chance to work with a talented and passionate team that is shaping the future of logistics and delivery
**About arenaflex**
At arenaflex, we're on a mission to empower local economies and revolutionize the way we think about logistics and delivery. We're a technology and logistics company that started with door-to-door delivery, and we're looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
**Our Commitment to Diversity and Inclusion**
We're committed to growing and empowering a more inclusive community within our company, industry, and cities. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. We're an equal opportunity employer and welcome applications from diverse candidates, including women, non-binary or gender non-conforming individuals, LGBTQIA+ individuals, American Indian or Native Alaskan individuals, Black or African American individuals, Hispanic or Latinx individuals, Native Hawaiian or Other Pacific Islander individuals, differently-abled individuals, caretakers and parents, and veterans.
**How to Apply**
If you're a motivated and results-driven professional who is passionate about delivering exceptional customer experiences, we encourage 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!
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, identity, or experience.
**Accommodations**
If you need any accommodations during the application or interview process, please inform your recruiting contact upon initial connection.
**Apply Now**
Apply Job!
Apply for this job