Join the World's Leading Customer Service Technology Team at arenaflex
Are you excited by the idea of being part of the world's premier Customer Service (CS) organization? Do you want to innovate using engineering, massive data, and machine learning algorithms? If your answer is yes, then arenaflex's Contact Handling Experience (CHEX) team is the place for you.
We are a diverse, cross-disciplinary team of builders who are rapidly innovating in advanced user experience research, machine learning, security, and distributed systems to help customers solve problems faster, more easily, and in their preferred way of interacting with arenaflex. The systems we own form the core of arenaflex's CS infrastructure. We integrate with teams across arenaflex's entire business and are the experts in using technology to create exceptional service experiences for customers.
About the Role
Our team is seeking a Principal Technical Program Manager (TPM) to manage large, cross-functional programs that support CS Operations worldwide. In this role, you will be responsible for driving large cross-team projects that span multiple technology and operational teams. This is a high-impact position that offers the opportunity to shape the future of customer service technology at a global scale.
As a Principal TPM, you will anticipate bottlenecks, escalate effectively, make trade-offs, and balance business needs against technical constraints. You will be expected to take large, complex projects, break them down into manageable pieces, develop functional specifications, and deliver them in a successful and timely manner. Maturity, high judgment, negotiation skills, ability to influence, ability to employ scalable mechanisms, and leadership are essential to success in this role.
Key Responsibilities
- End-to-End Project Ownership: You will have end-to-end ownership of cross-functional projects, including resource planning and project execution. You will also lead the definition and execution of strategic technical initiatives aimed at improving delivery efficiency, and driving 3-year action plan tech discussions.
- Delivery Leadership: At the heart of this role is delivery. You will be hands-on in driving the delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning.
- Technical Problem Solving: You will be a technical problem solver on the team, identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment.
- Strategic & Tactical Balance: You will be responsible for making project decisions and achieving tactical goals while retaining a strategic focus.
- Architecture & Design Leadership: You will work closely with development teams and play a leadership role in product architecture and design.
- Executive Communication: You will own communication and reportage on mission-critical projects, including SVP/VP level goals and strategic initiatives.
A Day in the Life
No two days are alike in this dynamic role. You might start your morning reviewing project dashboards and key metrics, then move into cross-team sync meetings to align on delivery timelines. Throughout the day, you could be diving into technical specifications with engineering teams, resolving blockers with stakeholders, or presenting strategic roadmap updates to executive leadership. Your role sits at the intersection of technology, operations, and business, requiring you to be adaptable, proactive, and always focused on delivering exceptional results for our customers and our service teams.
Basic Qualifications
- 12+ years of working directly with engineering teams experience
- 7+ years of technical product or program management experience
- 5+ years of software development experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
Preferred Qualifications
- 8+ years of hands-on work managing complex technology projects experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Demonstrated ability to influence across organizational boundaries
- Experience with large-scale distributed systems and cloud infrastructure
- Background in customer service operations or contact center technology
Skills & Competencies
To thrive in this role, you'll need a unique combination of technical depth, program management expertise, and leadership capabilities:
- Technical Acumen: Strong understanding of software development lifecycle, system architecture, and modern technology stack. You should be comfortable diving deep into technical specifications and guiding engineering teams through complex implementation decisions.
- Program Management Mastery: Proven experience managing large-scale, cross-functional programs with multiple dependencies. You excel at breaking down complex initiatives into manageable workstreams and maintaining momentum across diverse stakeholder groups.
- Strategic Thinking: Ability to balance tactical delivery with long-term strategic vision. You can see around corners, anticipate challenges, and build contingency plans without losing sight of day-to-day execution.
- Executive Presence: Comfortable presenting to senior leadership, translating technical concepts into business impact, and driving alignment across competing priorities.
- Influential Leadership: Natural ability to build consensus, negotiate trade-offs, and lead without authority across matrixed organizations.
- Data-Driven Decision Making: Experience leveraging metrics, analytics, and feedback loops to drive continuous improvement in program delivery.
Career Growth & Learning Opportunities
This role offers unparalleled opportunities for professional growth and development. As a Principal Technical Program Manager at arenaflex, you will:
- Lead High-Impact Initiatives: Work on programs that directly impact how millions of customers receive support every single day. Your work will shape the future of customer service technology globally.
- Develop Cross-Functional Expertise: Partner with teams across engineering, operations, product, security, and design. You'll gain broad exposure to different disciplines and build a comprehensive skill set.
- Drive Innovation: Contribute to the development of cutting-edge solutions using machine learning, advanced analytics, and next-generation contact center technology.
- Expand Your Leadership Capabilities: Hone your ability to influence without authority, navigate complex organizational dynamics, and drive results through others.
- Mentor and Grow: Opportunity to mentor junior program managers and contribute to the development of TPM best practices across the organization.
Work Environment & Culture
At arenaflex, we believe that our people are our greatest asset. Our culture is built on principles of customer obsession, innovation, and operational excellence. You'll join a team that:
- Values Diversity and Inclusion: We believe that diverse teams build better products. Our inclusive culture empowers everyone to deliver their best work and contribute unique perspectives.
- Embraces Continuous Learning: Technology moves fast, and so do we. You'll have access to training, conferences, and professional development resources to stay at the forefront of your field.
- Promotes Work-Life Balance: We understand that sustainable high performance requires rest and rejuvenation. Our flexible work arrangements support your well-being.
- Rewards Ownership: We give our employees significant autonomy and accountability. You'll be empowered to make decisions and see the impact of your work firsthand.
- Celebrates Success: We recognize and celebrate achievements, both big and small. Your contributions will be visible and valued.
Compensation & Benefits
arenaflex offers a comprehensive total compensation package that reflects the value you bring to our organization. Our competitive benefits include:
- Medical, Dental, and Vision Coverage: Comprehensive health benefits for you and your eligible family members, including domestic partners and their children.
- Maternity and Parental Leave: Generous leave options to support you during life's important moments.
- Paid Time Off (PTO): Ample vacation time, personal days, and holidays to help you recharge and maintain work-life balance.
- Retirement Benefits: 401(k) plan with company matching to help you save for the future.
- Equity Compensation: As part of our total rewards philosophy, equity may be provided to eligible employees.
- Professional Development: Access to learning resources, training programs, and career development opportunities.
Our compensation reflects the cost of labor across several geographic markets. The base pay for this position ranges based on market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company, and dependent on the position offered, various forms of compensation may be provided as part of a total compensation package.
Join Our Team
If you're not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At arenaflex, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply today.
Our inclusive culture empowers our employees to deliver the best results for our customers. We welcome candidates from all backgrounds and are committed to providing equal employment opportunities. If you require a workplace accommodation or adjustment during the application and hiring process, please reach out to your recruiting partner.
This position will remain posted until filled. Applicants should apply via our internal or external career site.
Ready to shape the future of customer service technology? Apply now and join our team!