Experienced Manager Customer Excellence (Projects) – Revolutionizing Customer Experience in a Digital World

Are you a seasoned project management professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further than arenaflex, a leading global hospitality company that's redefining the art of human hospitality in a digital world. As a Manager Customer Excellence (Projects) at arenaflex, you'll play a critical role in shaping the future of customer care and experience. Reporting to the Director Customer Excellence, you'll be the primary representative for arenaflex Reservations and Customer Care (HRCC) on both internal and corporate projects. Your expertise will be instrumental in driving business growth, improving customer satisfaction, and fostering a culture of excellence within the organization.

About arenaflex

arenaflex is a world-renowned hospitality company that's been welcoming guests for over a century. With a diverse portfolio of world-class brands, we're committed to filling the earth with the light and warmth of hospitality. Our award-winning workplace culture has earned us a spot among the World's Best Workplaces, and we're proud to have an inclusive and diverse team that reflects the communities we serve.

How We Will Support You

At arenaflex, we believe in supporting our team members' mental and physical well-being, so they can thrive personally and professionally. Our comprehensive benefits package includes:

• Go arenaflex travel program: 110 nights of discounted travel with room rates as low as $40/night
• arenaflex Shares: Our employee stock purchase program (ESPP) - you can purchase arenaflex shares at a 15 percent discount
• Paid parental leave for eligible team members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

How You Will Make An Impact

As a Manager Customer Excellence (Projects), your role is critical to driving business growth and improving customer satisfaction. Your day-to-day will be filled with exciting challenges and opportunities to make a meaningful impact. Here are some of the fundamental job duties that make your work unique:

• Manage HRCC internal and corporate project deliverables using industry-standard project management tools
• Be primary relationship manager for partnerships (internal and external)
• Maintain project tracking tools and documentation to support the intake and oversight of new project requests
• Work with teams to develop comprehensive business cases including approval rationale, budget requirements, implementation criteria, and resource allocation
• Conduct and document business plans, standard operating procedures (SOPs), project trackers, and reporting requirement sessions
• Study and document standard processes and implement change to improve efficiency
• Be project lead coordinating teams and managing deliverables across multiple workstreams
• Be the HRCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to ensure HRCC requirements and timelines are defined and met

How You Will Collaborate With Others

As a Manager Customer Excellence (Projects), you'll work closely with various stakeholders to drive business growth and improve customer satisfaction. Here are some of the ways you'll collaborate with others:

• Partner with Process and Project Analysts to study, document, and implement business and process changes related to partnership programs
• Participate in partner project meetings representing HRCC, and document business discussions, outcomes, actions, and risks
• Represent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teams
• Bring teams together to document project tasks, assign owners, and timelines, and create a project framework for follow-up and execution when the programs are in business as usual
• Communicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projects
• Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation
• Consult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectations
• Support additional HRCC, corporate, and technical projects when not engaged in partnership-specific projects

What Projects You Will Take Ownership Of

As part of HRCC Shared Services, you'll be responsible for customer success projects related to internal and external partnerships, brands, and corporate pillar programs. You'll also support other HRCC and enterprise-wide projects and operational processes.

WHY YOU'LL BE A GREAT FIT

You Have These Minimum Qualifications:

• Four (4) years of project management, Agile methodology, and business process experience
• Two (2) years' experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts
• Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma
• Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports
• Experience collaborating with partner teams and senior leadership to guide strategic initiatives
• Travel less than 10%

It Would Be Useful If You Have:

• Four (4) years of experience in project management or process/project management
• PMP or relevant project management, process, or Agile certification

What It Is Like Working For arenaflex

arenaflex is a leading global hospitality company that's redefining the art of human hospitality in a digital world. We're proud to have an award-winning workplace culture and are consistently named among one of the World's Best Workplaces. Check out the arenaflex Careers blog and Instagram to learn more about what it's like to be on Team arenaflex!

Equal Employment Opportunity

It is the policy of arenaflex to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state, and local laws.

Benefits

arenaflex offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase arenaflex shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit, and our travel discount.

Annual Salary Range

The annual salary range for this role is $70,000 - $100,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the arenaflex Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.

Work Locations

arenaflex Reservations and Customer Care - Dallas

Schedule

Full-time

Brand

arenaflex Corporate

Shift

Day Job

Job Level

Manager

Job

Technology Apply to this job Apply To this Job Apply for this job