Experienced Customer Service Manager – Hybrid Leadership Role at arenaflex

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of innovative solutions, we're seeking an experienced Customer Service Manager to join our team in a hybrid leadership role. This is an exciting opportunity for a seasoned professional to lead a team of Front Line Supervisors and Staff, drive operational efficiency, and enhance the customer experience.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's dedicated to making a positive impact in the lives of our customers. With a strong focus on innovation, collaboration, and customer-centricity, we're constantly pushing the boundaries of what's possible. Our team is passionate about delivering exceptional results, and we're looking for like-minded individuals who share our vision.

Responsibilities

As a Customer Service Manager at arenaflex, you'll be responsible for leading a team of 8 to 10 Front Line Supervisors and Staff, with a total span of control of 150+. Your primary focus will be on ensuring quality customer service, driving operational efficiency, and maintaining a customer-centric approach. Some of your key responsibilities will include:

• Leading a team of Front Line Supervisors and Staff across 24 x 7 service shifts
• Directing the overall service-related activities for the team's customer service function
• Supporting the company's customer experience and operations strategies
• Leading People Initiatives with Human Resources, including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development
• Interfacing with other service functions and business units, such as sales, account management, and technology
• Directing workforce management execution to optimize operational efficiencies while maintaining the customer experience
• Executing technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests
• Anticipating customer needs and proactively developing solutions to meet them
• Solving unique and complex problems with broad impact on the business
• Developing and managing business plans to achieve objectives
• Managing external and internal service compliance, identifying risk/compliance opportunities
• Continuously identifying, analyzing, and driving service expense opportunities by employer group and by account
• Acting as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff
• Developing direct reports through coaching, delegation, and guidance to master current roles and expand their influence
• Focusing on improving the Customer Experience through coaching, guidance, and identification/execution of operational improvement opportunities

Requirements

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

• High School Diploma or GED required; Bachelor's Degree or advanced degree preferred
• 7+ years' experience within large-scale Operations Management strongly preferred
• Experience leading managers and multi-channel virtual operational teams
• Experience in a Customer-Centric culture with strong customer service orientation
• Experience with Customer Satisfaction surveys and improving operational effectiveness
• Strong operational orientation and competence with demonstrated influential leadership
• Proven results in leading an organization through changing business priorities
• Excellent leadership and management capability, specifically related to proactive succession management
• Ability to motivate, inspire, and rally a team around a common vision
• Exceptional verbal and written communication skills

Nice-to-haves

While not essential, the following qualifications would be beneficial:

• Experience with Customer Satisfaction surveys preferred
• Proven history of improving an operation's overall effectiveness and efficiency

Benefits

As a valued member of our team, you'll enjoy a range of benefits, including:

• Flexible work environment
• Opportunities for professional development
• Health and wellness programs
• Employee assistance programs

How to Apply

If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to our team! Apply for this job