Experienced Shared Services Manager – Partner & Customer Service (Remote) Opportunity

At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional experiences to our customers and partners. As a shared services manager, you'll play a vital role in shaping the future of our contact center services, driving operational excellence, and fostering a culture of continuous improvement.

About arenaflex

arenaflex is a leading organization that's dedicated to revolutionizing the way we interact with our customers and partners. With a rich history of innovation and a commitment to excellence, we're constantly pushing the boundaries of what's possible. Our team is comprised of talented individuals who share a passion for making a difference and delivering exceptional results.

Job Summary

We're seeking an experienced shared services manager to join our team and lead our contact center services to new heights. As a shared services manager, you'll be responsible for driving continuous improvement efforts, coaching and mentoring cross-functional partners, and educating team members on operational improvement and CI principles. If you're a seasoned professional with a passion for operational excellence and a drive to make a difference, we want to hear from you.

Key Responsibilities

As a shared services manager, you'll have the opportunity to make a significant impact on our contact center services. Your key responsibilities will include:

• Leading Continuous Improvement Efforts: You'll lead the charge in evolving the service experience delivered by our contact centers, pairing an obsession with operational excellence with continuous improvement skills and expertise to coordinate and lead transformational improvement projects.
• Coaching and Mentoring: You'll coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
• Educating Team Members: You'll educate team members on operational improvement and CI principles, empowering them to drive change and deliver exceptional results.
• Mitigating Digital Fraud and Service Recovery Concession Abuse: You'll coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, ensuring that our customers and partners receive the best possible experience.

Essential Qualifications

To be successful in this role, you'll need to possess the following essential qualifications:

• 5+ Years of Experience: You'll have at least 5 years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
• Implementation and Project Management: You'll have 3 years of experience in implementation and/or project management, with a proven track record of delivering results.
• Requirements Gathering and Analysis: You'll have 3+ years of experience conducting requirements gathering and analysis, with a deep understanding of business needs and operational processes.
• Relationship Building: You'll be an expert in building and establishing relationships across multiple levels, both within and external to the organization.
• Influencing and Managing Change: You'll be skilled in influencing and managing change, with a proven ability to drive results in a fast-paced and changing environment.
• Decision-Making Skills: You'll have strong decision-making skills, with the ability to apply a structured problem-solving framework to drive results.
• Process Improvement Experience: You'll have experience in process improvement, either formal or informal, with a deep understanding of operational processes and improvement methodologies.
• Bachelor's Degree or Significant Relevant Experience: You'll have a Bachelor's degree or significant relevant experience, with a strong understanding of business operations and improvement principles.

Preferred Qualifications

While not essential, the following qualifications would be highly desirable:

• Hands-on Experience: You'll have hands-on experience designing tools for operations supporting contact centers or customer experience.
• Organizational Planning and Development: You'll have strong organizational planning, development, and business judgment skills, with the ability to drive results in a fast-paced and changing environment.
• Innovative Solutions: You'll have a demonstrated history of delivering innovative solutions, with a passion for making a difference and driving results.
• Root Cause Analysis and Problem-Solving: You'll have experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.

What We Offer

At arenaflex, we're committed to offering a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Our benefits include:

• 100% Tuition Coverage: We offer 100% tuition coverage through our arenaflex College Achievement Plan, empowering our partners to pursue their educational goals.
• Health Coverage: We offer a variety of health coverage plans to choose from, ensuring that our partners have access to the care they need.
• Stock and Savings Programs: We offer stock and savings programs like our equity reward program, Bean Stock, to help our partners build wealth and achieve their financial goals.
• Flexible Scheduling: We offer flexible scheduling, allowing our partners to balance their work and personal lives.
• Paid Time Off: We offer paid time off, ensuring that our partners have the opportunity to rest and recharge.

Work Environment and Culture

As a remote employee, you'll have the flexibility to work from anywhere, with the option to work from our office in the greater Seattle area up to two days per week. Our culture is built on a foundation of collaboration, innovation, and a passion for making a difference. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer, committed to creating a diverse and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and experiences. If you're a person of color, woman, LGBTQIA+, veteran, or person with a disability, we encourage you to apply.

Accommodations for Applicants with Disabilities

arenaflex 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 at 206-318-0660 or via email at [email protected].

How to Apply

If you're a motivated and experienced professional with a passion for operational excellence and a drive to make a difference, we want to hear from you. Apply today and join our team of talented individuals who are shaping the future of arenaflex. Apply Job! Apply for this job