Experienced Manager of Customer Experience Partner Success – Global Support Operations & Quality Excellence

About arenaflex

arenaflex is a dynamic, technology-driven logistics and customer experience organization that operates a large and rapidly expanding global network of support centers. Our mission is to empower local economies and the communities we serve by delivering outstanding, reliable, and empathetic customer experiences—at scale. We are committed to fostering a culture where innovation, ownership, and continuous improvement are at the heart of everything we do. At arenaflex, we believe that the quality of our customer support defines our brand, and we are looking for passionate, data-driven leaders to help us raise the bar every single day.

If you are energized by the challenge of transforming global support operations, partnering with international teams, and driving measurable improvements in customer satisfaction, this is the role for you. Join arenaflex and become part of a company that is reshaping how the world thinks about last-mile logistics and customer experience excellence.

The Opportunity

arenaflex is seeking a strategic and hands-on Manager, Customer Experience Partner Success to lead the support experience across our international last-mile logistics platform. In this high-impact role, you will serve as the critical bridge between arenaflex and our external support partners (BPOs), ensuring that every customer interaction reflects the quality, empathy, and reliability our brand is known for. You will own the quality assurance framework, drive performance improvements, and partner cross-functionally to deliver best-in-class customer support at scale.

This position reports directly to the Senior Manager of Customer Experience Partner Success and offers the opportunity to influence the global customer experience strategy for one of the most innovative logistics platforms in the world. While we prefer candidates based in one of our core office hubs, we are open to remote candidates who bring the right experience and drive.

Key Responsibilities

As a Manager of Customer Experience Partner Success at arenaflex, you will own a broad portfolio of responsibilities that directly impact customer satisfaction, operational excellence, and partner performance. Your day-to-day will include:

• Performance Monitoring and Reporting: Design, build, and maintain robust reporting dashboards that surface actionable insights into quality performance, productivity trends, and customer satisfaction metrics. Use data to identify gaps, opportunities, and behavioral patterns that need intervention.
• Quality Assurance Program Execution: Lead the design and execution of quality monitoring programs across multiple support sites, ensuring that feedback translates into measurable behavioral changes in support agents (teammates). Calibrate quality standards consistently across regions and partners.
• Training and Compliance Partnership: Collaborate closely with training and content teams to reinforce compliance with new product launches, updated processes, and evolving policies. Ensure that support partners are equipped with the latest knowledge and tools to deliver exceptional service.
• Multi-Site Quality Management: Maintain quality performance across multiple support sites within calibrated targets, proactively identifying sites that need additional support, coaching, or process refinement.
• Business Reviews with Partners: Conduct regular, structured business reviews with support partner leadership teams to assess performance, address challenges, celebrate wins, and align on continuous improvement goals.
• Process Improvement and Project Leadership: Identify, recommend, and formulate process improvements and strategic projects that elevate the customer experience. Lead or co-lead initiatives from ideation through implementation and measurement.
• Cross-Functional Collaboration: Work closely with internal stakeholders—including product, engineering, operations, and analytics—to identify areas where arenaflex can improve its broader business by understanding and acting on customer needs.
• Trend Analysis and Early Detection: Proactively identify and report on emerging trends, potential issues, and customer pain points early and often, ensuring that arenaflex stays ahead of challenges before they escalate.
• Special Projects: Take on additional strategic projects as assigned by senior leadership, contributing your analytical rigor and operational expertise to high-priority initiatives.
• Travel: This role may require up to 20% travel, both international and domestic, to support partner sites, attend business reviews, and build relationships with global teams.

What We Are Looking For

We are looking for a motivated, analytical, and operationally excellent leader who thrives in fast-paced, constantly evolving environments. The ideal candidate brings a blend of strategic thinking, hands-on execution, and a passion for delivering exceptional customer experiences.

Essential Qualifications

• Educational Background: A Bachelor's degree (BA/BS) in a quantitative, business, or related field. In lieu of a degree, an additional four years of relevant work experience in quantitative or business areas is required.
• Support Operations Experience: A minimum of three years of experience in support operations, with a proven track record of managing key support KPIs such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Net Promoter Score (NPS).
• Multi-Site Quality Leadership: Demonstrated success in driving operations excellence and quality improvements across multiple support sites, preferably in a global or multi-regional context.
• Analytical and Data-Driven Mindset: Strong analytical skills with experience distilling large, complex data sets into actionable insights. Root cause analysis is your specialty, and you are comfortable working with metrics, dashboards, and reporting tools.
• Communication Excellence: Exceptional written, verbal, and visual communication skills. You know how to present complex information in a clear, concise, and compelling manner to diverse audiences, from frontline agents to executive leadership.
• Organizational Agility: Highly organized with impeccable attention to detail. You follow up and follow through with consistency, ensuring nothing falls through the cracks.
• Adaptability: Comfortable thriving in a fast-paced, constantly changing, team-oriented environment. You can manage multiple deadlines and competing priorities simultaneously without sacrificing quality.
• Owner Mentality: You take ownership of outcomes, are focused on quality, are output-driven, proactive, and always pushing yourself—and your partners—to do better.

Preferred Qualifications

• Experience working with Business Process Outsourcing (BPO) partners or external support vendors.
• Familiarity with quality monitoring frameworks and calibration processes.
• Exposure to international support operations and cross-cultural team management.
• Experience with customer support platforms, CRM tools, and workforce management systems.
• A track record of leading cross-functional projects that drive measurable business impact.

Skills and Competencies for Success

To excel in this role, you will lean on a diverse set of skills and competencies, including:

• Strategic Thinking: Ability to see the big picture while managing the details that drive execution.
• Data Fluency: Comfortable working with data, identifying patterns, and translating insights into action.
• Influential Communication: Skilled at building trust and influencing outcomes without direct authority.
• Problem Solving: Resourceful and creative in addressing complex operational challenges.
• Collaboration: A natural collaborator who builds strong relationships across functions and geographies.
• Resilience: Ability to navigate ambiguity, adapt to change, and maintain composure under pressure.
• Customer Obsession: Deep empathy for customers and an unwavering commitment to delivering exceptional experiences.

Career Growth and Development

At arenaflex, we believe in investing in our people. As a Manager of Customer Experience Partner Success, you will have access to a wide range of growth opportunities, including:

• Mentorship and coaching from senior leaders in customer experience, operations, and logistics.
• Exposure to global operations and the opportunity to work with diverse teams across multiple regions.
• Structured career development pathways into senior leadership roles within customer experience, operations strategy, or partner management.
• Access to learning resources, professional development programs, and industry conferences.
• The chance to build a portfolio of high-impact projects that shape the future of customer experience at arenaflex.

Our Work Environment and Culture

arenaflex is more than a workplace—it is a community of passionate, mission-driven individuals who are committed to making a difference. Our culture is built on the following pillars:

• Empathy First: We lead with empathy, whether we are serving our customers, supporting our partners, or collaborating with our teammates.
• Move with Urgency: We operate with speed and purpose, knowing that every customer interaction matters.
• Iterate and Learn: We embrace a growth mindset, constantly learning from our experiences and iterating to improve.
• Own the Outcome: We take ownership of our work and hold ourselves accountable for delivering results.
• Diversity and Inclusion: We are committed to building a diverse, inclusive, and equitable workplace where everyone has the opportunity to thrive.

We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. At arenaflex, we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives because we know that varied voices lead to better outcomes.

Compensation and Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. The base salary for this position is determined based on skills, prior relevant experience, and specific work location. In addition to base salary, the compensation package for this role includes opportunities for equity grants, allowing you to share in the long-term success of the company.

We also offer a comprehensive benefits package for full-time employees, which may include:

• Premium healthcare benefits (medical, dental, and vision)
• A 401(k) plan with employer match
• Short-term and long-term disability coverage
• Basic life insurance
• Wellness benefits and expense reimbursement
• Paid time off and paid holidays
• Paid parental leave
• Wellness resources and mental health support

For roles that are available to be filled remotely, base salary is localized according to employee work location. Our recruiting team is happy to discuss intended work location and compensation details during the interview process.

Illustrative Pay Ranges by Location

• Colorado: $118,800 – $178,200 USD
• California: $125,400 – $198,000 USD
• New York: $132,000 – $198,000 USD
• Washington: $125,400 – $188,200 USD
• Washington D.C.: $125,400 – $188,200 USD

Compensation in other geographies may vary. Final offers will be based on a variety of factors, including skills, experience, and work location.

Our Commitment to Diversity and Inclusion

arenaflex is committed to growing and empowering a more inclusive community within our company, our industry, and the cities we serve. We hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives because we believe that innovation thrives in an environment where everyone belongs.

In keeping with our values, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital or domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination based on protected categories, we also strive to prevent subtler forms of inappropriate behavior—including stereotyping—from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at arenaflex. People who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply.

arenaflex is an equal opportunity employer. We will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with applicable law. If you need any accommodations during the application or interview process, please inform your recruiting contact upon initial connection.

Apply Today

If you are a driven, data-savvy, and customer-obsessed leader who is ready to make a meaningful impact on the global customer experience landscape, we want to hear from you. This is your opportunity to join a forward-thinking organization that values innovation, ownership, and the relentless pursuit of excellence.

Bring your passion, your analytical rigor, and your commitment to customer success to arenaflex. Help us shape the future of customer experience and build something truly extraordinary. Apply today and take the next step in your career journey with arenaflex.