AVP - Customer Care: Lead the Way in Delivering Exceptional Customer Experiences at arenaflex

At arenaflex, we're committed to revolutionizing the way we interact with our customers, and we're seeking a visionary leader to join our team as an AVP - Customer Care. As a key member of our leadership team, you'll be responsible for overseeing all aspects of customer support across our Contact Center, driving operational excellence, and fostering a culture of inclusion, caring, and open communication.

About arenaflex

arenaflex is a dynamic and innovative organization that's dedicated to delivering exceptional customer experiences. We're a team of passionate professionals who are committed to making a positive impact on the lives of our customers. With a strong focus on operational excellence, we're constantly seeking ways to improve our processes, enhance our technology, and reduce costs. Our goal is to create a workplace culture that's inclusive, caring, and supportive, where our colleagues feel valued, empowered, and motivated to deliver their best work.

Key Responsibilities

As an AVP - Customer Care, you'll be responsible for leading the execution of operational plans for customer support across the Contact Center. Your key responsibilities will include:

• Overseeing all P&L deliverables and leading the execution of operational plans for customer support across the Contact Center
• Developing and implementing strategies that will enhance the efficiency and effectiveness of Contact Center Operations
• Bringing thought leadership in overseeing continuous improvement opportunities, operational efficiencies, technology enhancements, and cost reduction initiatives
• Overseeing staffing operations and employee development & retention initiatives, including employee selection, onboarding, and training
• Ensuring quality relationships with other departments such as WFM, Quality, Safety, IT, HR, Finance, and across programs related to Contact Center
• Overseeing Contact Center operations, establishing Contact Center-specific best practices, and ensuring alignment with industry-established best practices
• Ensuring that compliance, regulatory & legal requirements are being followed by the Contact Center teams
• Creating an environment of inclusion, a culture of caring, open communication, and ensuring the wellbeing of the teams you oversee
• Ensuring operational excellence in all facets of running a large organization with multiple cross-functional partners in a matrixed environment
• Leadership development, succession planning, and driving engagement programs for the teams you oversee
• Ensuring development and mentorship of next generation of leadership talent
• Providing accessible leadership that encourages innovation, ownership, and professionalism in alignment with arenaflex's values and vision

Requirements

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

• 15+ years of experience in customer service operations
• 7+ years of demonstrated leadership experience in managing Contact Center operations, or similar type organization, on a large scale in a highly competitive multi-unit environment. 10+ years preferred
• Ability to effectively communicate and influence at all levels of the organization
• Ability to collaborate effectively across different business functions, different perspectives, and distinctive styles of leadership
• Experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies across Care Operations
• Communication and leadership skills in leading and motivating a growing and changing service operation
• Experience building high-performing teams is required and the ideal leader must have a proven track record of building a robust talent pipeline and a ready-now succession slate
• Address areas of opportunity head to ensure we are creating an optimal colleague, customer and patient experience
• Demonstrate grit, perseverance and resilience in a fast-paced environment and leading their team to do the same
• Ability to pivot quickly and come up with innovative solutions when faced with challenges that inspire and engage the team along the journey

Benefits

As an arenaflex colleague, you'll enjoy a comprehensive benefits package that includes:

• Affordable medical plan options
• a 401(k) plan (including matching company contributions)
• an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings
• tobacco cessation and weight management programs
• confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off
• flexible work schedules
• family leave
• dependent care resources
• colleague assistance programs
• tuition assistance
• retiree medical access and many other benefits depending on eligibility

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace culture that's inclusive, caring, and supportive. We believe that our colleagues are our greatest asset, and we're dedicated to providing them with the resources, support, and opportunities they need to succeed. If you're a motivated and passionate leader who is committed to delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

How to Apply

If you're ready to take your career to the next level and join a dynamic and innovative organization, please submit your application through our website. We can't wait to hear from you! Apply Now! Apply for this job