Senior Program Manager, Self-Service and Automation, Customer Experience Transformation at arenaflex

Remote Full-time Live

Are you a seasoned program manager with a passion for delivering innovative customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking a highly skilled Senior Program Manager to join our Customer Engagement Technology (CET) Team, driving high-visibility programs that directly impact the customer experience globally.

About arenaflex

arenaflex is a leading innovator in the customer experience space, dedicated to delivering cutting-edge solutions that transform the way customers interact with our products and services. Our CET Team is at the forefront of this effort, leveraging the latest technologies and methodologies to create seamless, intuitive experiences that exceed customer expectations. As a Senior Program Manager, you will play a critical role in shaping the future of customer engagement at arenaflex, working closely with cross-functional teams to design, develop, and deploy innovative solutions that drive business growth and customer satisfaction.

Job Highlights

Company:

arenaflex

Compensation:

a competitive salary

Location:

Remote (with opportunities to work from our Seattle, WA, USA office)

Position:

Senior Program Manager, Self-Service and Automation, Customer Experience Transformation

Start Date:

Immediate openings available

Key Responsibilities

As a Senior Program Manager, you will be responsible for driving high-visibility programs that directly impact the customer experience globally. Your key responsibilities will include:

Program Ownership:

Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap.

Requirements Definition:

Define business and systems requirements working with internal and external customers.

Project Planning:

Define and execute the project plan from design to release, securing resources, and managing implementation.

Communication:

Clearly communicate goals, roles, responsibilities, and desired outcomes.

Stakeholder Management:

Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.

Tradeoff Management:

Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.

Stakeholder Management:

Manage multiple internal and external, cross-functional and remote stakeholders.

Change Management:

Develop change processes associated with program rollout and ongoing support.

Program Delivery:

Track delivery against program objectives and implement proposals to improve program services and efficiencies.

Scaling Programs:

Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.

Strategic Change:

Ideate and drive strategic change across the broader CET team.

Essential Qualifications

To be successful in this role, you will need:

10+ years of experience

in program management, with a proven track record of delivering complex projects and programs.

Excellent communication and interpersonal skills

, with the ability to engage and influence stakeholders at all levels.

Strong analytical and problem-solving skills

, with the ability to analyze complex problems and develop creative solutions.

Experience with Agile methodologies

, with a strong understanding of Scrum and Kanban principles.

Ability to work in a fast-paced, dynamic environment

, with a high degree of flexibility and adaptability.

Strong business acumen

, with a deep understanding of business operations and customer needs.

Preferred Qualifications

While not essential, the following qualifications would be highly desirable:

Experience with customer experience transformation

, with a deep understanding of customer needs and pain points.

Knowledge of self-service and automation solutions

, with a strong understanding of the latest technologies and methodologies.

Experience with change management

, with a proven track record of driving strategic change across complex organizations.

Certifications in program management

, such as PMP or PRINCE2.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

Strategic thinking

, with the ability to develop and execute complex programs that drive business growth and customer satisfaction.

Collaboration and influence

, with the ability to engage and influence stakeholders at all levels.

Analytical and problem-solving skills

, with the ability to analyze complex problems and develop creative solutions.

Communication and interpersonal skills

, with the ability to communicate effectively with stakeholders at all levels.

Agile methodologies

, with a strong understanding of Scrum and Kanban principles.

Business acumen

, with a deep understanding of business operations and customer needs.

Career Growth Opportunities and Learning Benefits

As a Senior Program Manager at arenaflex, you will have access to a range of career growth opportunities and learning benefits, including:

Mentorship and coaching

, with access to experienced program managers and industry experts.

Training and development programs

, with opportunities to develop new skills and competencies.