Experienced Manager of Customer Excellence (Partnership Projects) – Driving Strategic Growth and Exceptional Guest Experiences
At arenaflex, we're revolutionizing the hospitality industry by providing personalized solutions that inspire a passion for travel and make a lasting impression with every guest interaction. As a Manager on the Customer Excellence Team, you'll play a pivotal role in shaping the future of our company and delivering exceptional guest experiences. If you're a seasoned project management professional with a passion for partnerships and a drive for excellence, we invite you to join our dynamic team and embark on a rewarding career journey.
About arenaflex
arenaflex is a leading global hospitality company with a diverse portfolio of world-class brands. With a rich history spanning over 100 years, we've welcomed more than 3 billion guests and continue to set the standard for excellence in the industry. Our commitment to innovation, customer satisfaction, and employee development has earned us the title of #1 World's Best Workplace. We're proud to have an award-winning workplace culture and are consistently named among one of the World's Best Workplaces.
Job Summary
As a Manager of Customer Excellence (Partnership Projects), you'll be responsible for leading high-impact projects that drive strategic growth and exceptional guest experiences. You'll collaborate with cross-functional teams, including Process and Project Analysts, to study, document, and implement business and process changes related to partnership programs. Your expertise will be sought after by senior leadership and partner teams to guide strategic initiatives and ensure successful project outcomes.
Key Responsibilities
* Manage HRCC internal and corporate project deliverables using industry-standard project management tools
- Be the 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 changes to improve efficiency
- Be the project lead, coordinating teams and managing deliverables across multiple workstreams
- Represent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teams
- Collaborate with partner teams and senior leadership to guide strategic initiatives and ensure successful project outcomes
How You Will Make an Impact
Your role is crucial in driving strategic growth and exceptional guest experiences. By leading high-impact projects and collaborating with cross-functional teams, you'll contribute to:
- Enhancing guest satisfaction and loyalty through personalized solutions
- Improving operational efficiency and reducing costs through process improvements
- Developing and implementing strategic partnerships that drive business growth
- Fostering a culture of innovation and excellence within the organization
What We Offer
At arenaflex, we're committed to supporting the mental and physical wellbeing of our Team Members. We offer a comprehensive benefits package, including:
- 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
What We're Looking For
We're seeking a seasoned project management professional with:
- 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
Preferred Qualifications
* Four (4) years of experience in project management or process/project management
- PMP or relevant project management, process, or Agile certification
What It's Like Working for arenaflex
arenaflex is a dynamic and inclusive workplace where every Team Member is a leader. We're committed to offering leadership development opportunities and programs through every step of a Team Member's career journey. Our award-winning workplace culture is built on a foundation of innovation, customer satisfaction, and employee development. Join us and discover a rewarding career journey that's filled with opportunities for growth and development.
How to Apply
If you're a seasoned project management professional with a passion for partnerships and a drive for excellence, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes qualified applicants from diverse backgrounds. We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.
Salary and Benefits
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
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