Experienced Principal Product Manager for Customer Experience (CX) Transformation at arenaflex

At arenaflex, we're revolutionizing the way we interact with our customers, striving to create a seamless and delightful experience in every interaction. Our Customer Service organization is at the forefront of this transformation, driving innovation and excellence in customer experience. We're now seeking a talented and customer-obsessed Principal Product Manager to join our team and lead the development of a new set of organization-wide customer experience (CX) metrics, processes, and technology to help us better understand and evaluate our performance.

About arenaflex

arenaflex is a global leader in e-commerce, technology, and innovation. Our mission is to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online. With a diverse and inclusive workplace, we're committed to creating a culture that values and celebrates individuality, creativity, and innovation. Our Customer Service organization is a critical part of this mission, working tirelessly to deliver exceptional customer experiences and drive business growth.

Job Summary

As a Principal Product Manager for Customer Experience (CX) Transformation, you'll play a critical role in defining and building a new set of organization-wide CX metrics, processes, and technology to measure and improve our customer experience. You'll work closely with cross-functional teams across arenaflex to drive business outcomes, eliminate defects, and deliver exceptional customer experiences. This is an exciting opportunity to build a mission-critical capability from the ground up, directly impacting the experience of millions of customers and working broadly across the organization.

Key Responsibilities

* Identify CX signals, define metrics, and develop and manage mechanisms to continuously measure and report on customer experience performance across segments (e.g., Consumers, Sellers, Customer Service Associates)

• Act as a thought/strategic leader, evaluating effectiveness of existing mechanisms, using data to test and iterate product and processes, and continuously challenging status quo
• Provide guidance to a senior leadership audience and partner with other teams to build core business processes to scale across geographies and business lines
• Develop quality control/assurance mechanisms within our tools and lead business review processes to ensure we prompt the right discussions to improve CX
• Identify relevant partners across the company, establish effective working relationships, and influence action
• Drive continuous improvement plans (e.g., DMAIC) that effectively communicate opportunity, future state ideation, and impact

Essential Qualifications

* Bachelor's degree

• 7+ years of product or program management experience
• Experience in lean management/Six Sigma
• Experience building metrics from the ground up and using data to determine and drive improvements, including influencing senior leadership
• Excellent verbal and written communication skills

Preferred Qualifications

* Experience owning technology products

• Master's degree or equivalent
• Customer experience research experience
• Experience working cross-functionally with tech and non-tech teams
• Experience managing technical products
• Experience developing and executing solutions in a fast-paced, high-growth, operational business environment

What We Offer

* Competitive base pay, ranging from $129,500/year in our lowest geographic market up to $240,900/year in our highest geographic market

• Total compensation package, including equity, sign-on payments, and other forms of compensation
• Full range of medical, financial, and/or other benefits
• Opportunity to work with a diverse and inclusive team, driving innovation and excellence in customer experience
• Collaborative and dynamic work environment, with opportunities for growth and development

How to Apply

If you're a customer-obsessed product manager with a passion for innovation and excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!

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