Experienced Full Stack Process Manager – Card Customer Channels

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Principal Associate, Process Management, you'll be part of a talented team that's passionate about creating and enhancing processes that drive excellence. We're seeking a highly motivated, disciplined process professional who excels in a team environment and is eager to make a meaningful impact.

About arenaflex

arenaflex is a leading financial institution that's committed to innovation and customer satisfaction. With a rich history of delivering exceptional services, we're constantly pushing the boundaries of what's possible. Our team is comprised of talented individuals who share a common goal: to make a difference in the lives of our customers. As a Principal Associate, Process Management, you'll be part of a dynamic team that's shaping the future of customer experience.

Key Responsibilities

As a Principal Associate, Process Management, you'll play a key role in delivering processes that impact the company's bottom line. Your responsibilities will include:

• Ensuring efficient processes for collaboration between product and operations teams throughout the product development life cycle
• Influencing feature designs by being the voice of call center agents to ensure feature designs are developed working backward from phone agent and customer needs
• Playing a key role in implementing new features in our call center servicing application by ensuring good change management and a "soft landing" for changes
• Making recommendations on the process and overseeing implementation of call center agent testing of new features
• Reporting results on implementation effectiveness/progress and agent feedback on new features
• Identifying and implementing process improvements driving issue resolution/risk mitigation activities
• Tracking and resolving process breakdowns
• Understanding customers' needs of the process and driving process improvements
• Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions
• Assessing unsolicited innovation ideas and partner with internal stakeholders to prioritize further investigation, testing, or implementation
• Effectively explaining and advocating for enhancements with an audience of product, intent, or process partners and other stakeholders
• Leveraging insights and other data to identify potential areas of opportunity that could be solved or improved through innovative thinking or tools
• Building relationships and collaborating with key stakeholders to understand and influence visions and roadmaps, understand processes, and drive results

Ideal Candidate

We're looking for a highly motivated, disciplined process professional who excels in a team environment. The ideal candidate will possess:

• Excellent communication, collaboration, and influencing skills
• Strong problem-solving skills, with the ability to develop and apply sound logic
• Assertive, proactive, and results-focused
• Detail-oriented with the ability to deliver timely, error-free work, with a high degree of independence
• Ability to contribute actively in a team environment and support team goals
• Considerate and encouraging of unique perspectives and approaches to work

Work from Home Technology Requirements

As a remote worker, you'll need to meet the following technology requirements:

• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied via cellular data or hotspot
• A private network that is password protected where you have ownership or line of sight to every device on the network
• Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
• Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
• ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
• To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Basic Qualifications

* High School Diploma, GED, or equivalent certification

• At least 2 years of Project or Process Management experience
• At least 1 year of experience using Google Suite or Microsoft Office

Preferred Qualifications

* Bachelor's Degree or military experience

• At least 1 year of experience in Call Center or Contact Center Operations
• At least 3 years of experience in Agile, Process Management, Program Management, or Project Management
• At least 3 years of experience implementing software or technology
• Lean, Agile, Six Sigma, Business Process Management, or Project Management certification

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Principal Associate, Process Management, you'll have access to:

• Regular training and development opportunities to enhance your skills and knowledge
• Mentorship programs to support your career growth and development
• Opportunities to work on high-impact projects that drive business results
• Collaborative and dynamic work environment that fosters innovation and creativity

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, collaborative, and fun. As a remote worker, you'll have the flexibility to work from anywhere, while still being part of a vibrant and engaged community.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive and competitive compensation package, including:

• Competitive salary range: $93,400 - $106,600
• Performance-based incentive compensation, including cash bonus(es) and/or long-term incentives (LTI)
• Comprehensive health, financial, and other benefits that support your total well-being
• Flexible work arrangements, including remote work options
• Opportunities for career growth and development

How to Apply

If you're a motivated and disciplined process professional who's passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state, or local law. arenaflex promotes a drug-free workplace and will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries. Apply for this job