Introduction to arenaflex
At arenaflex, we're passionate about fostering a culture of connection and community. From our humble beginnings, we've strived to be a different kind of organization - one that celebrates the rich traditions of our craft while bringing people together. We're dedicated to developing extraordinary leaders who share our passion for service and are guided by their commitment to others. As a leader in our industry, we're committed to continuous improvement and innovation, always seeking ways to enhance the experiences of our customers and partners.
Job Overview
We're seeking an experienced Shared Services Manager to join our Partner & Customer Service team. As a key member of our team, you'll work cross-functionally to improve contact center service experiences for our customers, partners, and agents. Using Continuous Improvement tools and methods, you'll discover opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce costs, and drive operational excellence. This is a unique opportunity to showcase your Continuous Improvement expertise and passion for making it easy for customers to get help.
Key Responsibilities
- Lead continuous improvement efforts to evolve the service experience delivered by our contact centers, pairing an obsession with operational excellence with continuous improvement skills and expertise to coordinate and lead transformational improvement projects.
- Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce costs, and drive operational excellence.
- Educate team members on operational improvement and Continuous Improvement (CI) principles, ensuring that our team is equipped to drive innovation and excellence.
- Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting our customers and partners while maintaining the integrity of our services.
- Support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, driving brand affinity, growing customer loyalty, and reducing contact volume.
Essential Qualifications
To be successful in this role, you'll need:
- 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
- 3+ years of implementation and/or project management experience, with a proven track record of delivering results-driven projects.
- 3+ years of conducting requirements gathering and analysis, with the ability to apply a structured problem-solving framework to drive innovation and improvement.
- Expertise in building and establishing relationships across multiple levels, both within and external to the organization, with the ability to influence and manage change.
- A strong decision-making skills, with the ability to work in a fast-paced and changing environment.
- A Bachelor's degree or significant relevant experience, with hands-on experience designing tools for operations supporting contact centers or customer experience.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Process improvement experience (formal or informal), with a proven track record of driving innovation and excellence.
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
- Demonstrated history of delivering innovative solutions, with a strong organizational planning, development, and business judgment.
Skills and Competencies
To succeed in this role, you'll need to possess the following skills and competencies:
- Continuous Improvement expertise: A deep understanding of Continuous Improvement principles and methodologies, with the ability to apply them in a practical setting.
- Leadership and coaching skills: The ability to lead and coach cross-functional teams, with a focus on developing and mentoring team members.
- Problem-solving and analysis skills: A strong ability to analyze complex problems, identify root causes, and develop effective solutions.
- Communication and interpersonal skills: Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with stakeholders at all levels.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to the growth and development of our team members. As a Shared Services Manager, you'll have access to a range of career growth opportunities and learning benefits, including:
- Professional development programs: Ongoing training and development programs to help you build your skills and expertise.
- Mentorship and coaching: Opportunities to work with experienced leaders and mentors who can provide guidance and support.
- Cross-functional projects: The chance to work on cross-functional projects, developing your skills and expertise in a range of areas.
Work Environment and Company Culture
At arenaflex, we're proud of our dynamic and inclusive work environment. As a team member, you'll be part of a culture that values:
- Diversity and inclusion: A commitment to creating a diverse and welcoming workplace that includes team members with diverse backgrounds and experiences.
- Community and social responsibility: A focus on giving back to our communities and making a positive impact on the world around us.
- Innovation and creativity: A culture that encourages innovation and creativity, with a focus on continuous improvement and excellence.
Compensation, Perks, and Benefits
At arenaflex, we offer a comprehensive compensation and benefits package to our eligible team members, including:
- Competitive pay: A competitive salary and benefits package that reflects your skills and experience.
- Flexible scheduling: Opportunities for flexible scheduling and remote work, allowing you to balance your work and personal life.
- Professional development opportunities: Ongoing training and development programs to help you build your skills and expertise.
- Comprehensive benefits package: A range of benefits, including health coverage, stock and savings programs, and paid time off.
Conclusion
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Shared Services Manager at arenaflex, you'll be part of a dynamic and inclusive team that values innovation, creativity, and excellence. With a focus on continuous improvement and customer satisfaction, you'll have the chance to make a real impact on our business and our customers. Apply today and join our team of passionate and dedicated professionals!
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