Experienced Full Stack Senior Manager Customer Service Customer Advocacy – Web & Cloud Application Development

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving strategic direction, leading cross-functional teams, and leveraging data analysis to inform business decisions? If so, we invite you to join arenaflex as a Senior Manager Customer Service Customer Advocacy, where you will play a critical role in shaping the future of customer service and advocacy.

About arenaflex

arenaflex is a leading innovator in the field of customer service and advocacy, dedicated to providing cutting-edge solutions that empower businesses to deliver exceptional customer experiences. Our team of experts is passionate about harnessing the power of data analysis, program management, and creative problem-solving to drive business growth and customer satisfaction.

Job Summary

As a Senior Manager Customer Service Customer Advocacy, you will lead a global organization that owns several products designed to align customer problems and experiences with the right owners and drive root cause resolution utilizing complete mechanisms. You will be responsible for driving the strategic direction for the channel, owning the roadmap, and managing a dynamic and complex caseload. You will also communicate clearly with key stakeholders up to SVP level on issues impacting the customer experience and own the execution of proactive communications and remedial actions to mitigate against customer-impacting issues.

Key Responsibilities

* Develop and lead a team of up to 200 employees with 6+ direct reports

• Manage a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times
• Communicate clearly with key stakeholders up to SVP level on issues impacting the customer experience and own the execution of proactive communications and remedial actions to mitigate against customer-impacting issues
• Work backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, in order to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts
• Provide quantitative and qualitative information to business teams in order to drive process/policy change initiatives and root-cause resolution of customer pain-points by engaging with the relevant senior stakeholders through weekly, monthly and quarterly business reviews
• Problem solving with strong analytical and EI skills
• Build and maintain strong internal relationships across CS and with multiple business teams
• Communicate and present to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects

Essential Qualifications

* Bachelor's Degree in Business Management related degree required

• 10+ years experience in roles that required data analysis, program management, creative problem solving and cross-functional collaboration
• 10+ years experience leading leaders across varying disciplines including program, product, and analytics roles
• 10+ years experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts
• Global Stakeholder Management Experience across Americas, EU and Asia Pacific regions
• People management experience; leading multifunctional groups/teams

Preferred Qualifications

* Advanced degree (technical or MBA)

• Six Sigma Master Black Belt or Lean Certification
• Experience of remote management across multiple locations
• Experience in customer service operations
• Working knowledge of SQL and statistical concepts
• Ability to converse with technology teams to bridge the language gap between business and tech
• Proven track record of delivering large scale, complex and cross functional projects and programs
• Experience communicating and presenting to senior leaders with exceptional ability to influence without authority
• Demonstrated ability to assess trade-offs and have the right instinct where data-based decision is not possible
• Ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution

Work Environment and Company Culture

arenaflex is committed to creating a diverse and inclusive workplace where employees feel valued, respected, and empowered to contribute their best work. We offer a dynamic and collaborative work environment, with opportunities for growth and development. Our team is passionate about delivering exceptional customer experiences and is dedicated to making a positive impact on our customers and the community.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary, comprehensive benefits package, and a range of perks and benefits, including:

• Comprehensive health insurance
• 401(k) matching program
• Flexible work arrangements
• Professional development opportunities
• Recognition and rewards program
• Access to cutting-edge technology and tools

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications.

Contact Information

arenaflex [insert contact information]

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination.

Application Instructions

To apply for this role, please submit your resume and cover letter, highlighting your relevant experience and qualifications. We look forward to hearing from you! Apply To This Job Apply for this job