**Join arenaflex in Seattle, WA, and become a key player in shaping the customer experience for one of the world's leading e-commerce companies. As a Senior Manager Customer Service Customer Advocacy, 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 using complete mechanisms.**
**About arenaflex**
arenaflex is a global leader in e-commerce, revolutionizing the way people shop and live. With a commitment to innovation, customer satisfaction, and employee growth, arenaflex has become a benchmark for excellence in the industry. As a Senior Manager Customer Service Customer Advocacy, you will be part of a dynamic team that is dedicated to delivering exceptional customer experiences and driving business growth.
**Job Description**
**Overview**
The Senior Manager Customer Service Customer Advocacy (CSCA) is a critical role that leads a global organization responsible for aligning customer problems and experiences with the right owners and driving root cause resolution using complete mechanisms. As the single-threaded owner (STO) of the Executive Customer Relations (ECR) program, you will drive the strategic direction for the channel and own the roadmap, including 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
**What We Offer**
* Competitive salary and benefits package
* Opportunity to work with a global leader in e-commerce
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) matching program
* Paid time off and holidays
* Flexible work arrangements, including remote work options
**About arenaflex's Culture**
arenaflex is committed to a diverse and inclusive workplace. We believe that our differences are what make us stronger and more innovative. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
**How to Apply**
If you are a motivated and experienced professional looking for a new challenge, please submit your application through our website. We look forward to hearing from you!
**Contact Information**
arenaflex
Seattle, WA
[insert contact information]
**Equal Employment Opportunity**
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 link].
**Note**
arenaflex is committed to protecting the privacy of its employees and applicants. We will not share your personal information with any third party without your consent.
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