Senior Manager, Customer Care and Partnerships – Remote, U.S. Opportunity at arenaflex

At arenaflex, we're not just a company – we're a community of passionate individuals driven by a shared purpose to deliver exceptional customer experiences. As a Senior Manager, Customer Care and Partnerships, you'll play a vital role in shaping the future of customer engagement and crisis management at arenaflex. If you're a seasoned leader with a passion for empowering partners and driving business growth, we want to hear from you.

About arenaflex

arenaflex is a leading global company that's committed to inspiring and nurturing the human spirit. We're a place where talented individuals come together to create innovative solutions, build meaningful relationships, and make a lasting impact. Our culture is built on a foundation of mutual respect, open communication, and a shared passion for excellence. As a Senior Manager, Customer Care and Partnerships, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences and driving business growth.

Job Summary

We're seeking an experienced Senior Manager, Customer Care and Partnerships to lead our customer care team in resolving escalated customer service issues and managing executive escalations. As a key member of our leadership team, you'll be responsible for empowering partners with the necessary tools and resources to deliver exceptional service while collaborating with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.

Key Responsibilities

As a Senior Manager, Customer Care and Partnerships, you'll be responsible for:

• Modeling leadership behaviors grounded in arenaflex's Mission and Values, providing coaching and developmental opportunities to partners.
• Managing, developing, and implementing new processes to address escalations and highly visible mentions.
• Providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
• Partnering closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides.
• Supporting the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media.
• Performing research, listening, and performance analysis to inform strategies and storytelling insights through data.
• Collaborating and establishing partnerships with support and business units to continuously innovate and redesign processes.

Requirements

To be successful in this role, you'll need:

• A Bachelor's degree or significant relevant experience.
• Professional experience managing branded channels across multiple social media platforms.
• 5+ years managing successful teams.
• 5+ years general business experience in large, matrixed organizations.
• 5+ years leading cross-functional initiatives.
• 5+ years change management experience.
• Strong organizational planning, development, and business judgment.
• Demonstrated history of delivering innovative solutions.
• Experience facilitating root cause analysis and driving solutions to complex problems.
• Strong reporting skills with the ability to summarize data into MBR reports.

Nice-to-Haves

While not essential, the following skills and experiences would be beneficial:

• Strong awareness of emerging trends and analyzing data to provide actionable insights.
• Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.

Benefits

As a Senior Manager, Customer Care and Partnerships at arenaflex, you'll enjoy a range of benefits, including:

• 100% tuition coverage through arenaflex's College Achievement Plan.
• Health coverage with a variety of plans to choose from.
• Stock & savings programs like the equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.

What We Offer

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. As a Senior Manager, Customer Care and Partnerships, you'll have the opportunity to:

• Work with a talented team of professionals who share your passion for customer care and partnerships.
• Develop and implement innovative solutions that drive business growth and customer satisfaction.
• Collaborate with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.
• Enjoy a range of benefits and perks that support your physical, emotional, and financial well-being.
• Pursue ongoing learning and development opportunities to enhance your skills and career prospects.

How to Apply

If you're a seasoned leader with a passion for customer care and partnerships, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about your qualifications.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates who share our values and are passionate about delivering exceptional customer experiences. Apply for this job