**Experienced Shared Services Manager – Partner & Customer Service (Remote) at arenaflex**

At arenaflex, we're not just a company – we're a community of passionate individuals who share a common goal: to deliver exceptional experiences that exceed our customers' expectations. As a leader in the industry, we're committed to fostering a culture of innovation, inclusivity, and growth. We're now seeking an experienced Shared Services Manager to join our team and help us take our customer service to the next level.

• *About arenaflex**

arenaflex is a dynamic and forward-thinking organization that's dedicated to making a positive impact on our customers' lives. From our humble beginnings to our current status as a global leader, we've always been driven by a passion for excellence and a commitment to our values. We believe that our people are our greatest asset, and we're constantly looking for talented individuals who share our vision and are eager to make a difference.

• *Job Summary**

As a Shared Services Manager at arenaflex, you'll play a critical role in driving operational excellence and delivering exceptional customer experiences across multiple contact channels. You'll lead cross-functional teams to identify opportunities for improvement, develop and implement solutions, and measure the impact of your efforts. If you're a seasoned professional with a passion for continuous improvement and a knack for building strong relationships, we want to hear from you.

• *Key Responsibilities**

• Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers, pairing an obsession with operational excellence with continuous improvement skill 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 cost, and drive operational excellence.
• Educate team members on operational improvement and CI principles, ensuring that everyone is equipped to make a positive impact.
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting our customers and our business.
• Collaborate with stakeholders to develop and implement process improvements, leveraging data and analytics to inform decision-making.
• Foster a culture of continuous learning and improvement, encouraging experimentation and innovation across the organization.

• *Essential Qualifications**

• 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.
• 3+ years of conducting requirements gathering and analysis, with expertise in building and establishing relationships across multiple levels, both within and external to the organization.
• Strong decision-making skills, with the ability to apply a structured problem-solving framework to complex challenges.
• Experience with process improvement, including formal or informal training and a proven ability to drive results.
• Bachelor's degree or significant relevant experience, with a strong understanding of business operations and customer service principles.
• Hands-on experience designing tools for operations supporting contact centers or customer experience, with a focus on delivering intuitive and effortless service experiences.

• *Preferred Qualifications**

• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
• Strong organizational planning, development, and business judgment, with a proven ability to prioritize tasks and manage multiple projects simultaneously.
• Demonstrated history of delivering innovative solutions, with a focus on customer satisfaction and operational excellence.
• Experience working in a fast-paced and changing environment, with a strong ability to adapt to new challenges and priorities.

• *What We Offer**

At arenaflex, we're committed to providing a comprehensive compensation and benefits package that supports our partners' physical, emotional, and financial well-being. Our benefits include:

• Competitive pay and benefits, including 100% tuition coverage through our arenaflex College Achievement Plan.
• Health coverage with a variety of plans to choose from, including medical, dental, and vision.
• Stock and savings programs, including our equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off, including vacation, sick leave, and holidays.
• A comprehensive employee assistance program, including mental health resources and support.

• *Work Environment**

As a remote employee, you'll have the flexibility to work from home up to two days per week, with the option to work from our office in the greater Seattle area. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities.

• *How to Apply**

If you're a motivated and results-driven professional with a passion for customer service and continuous improvement, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunity employer and welcome applications from qualified candidates with diverse backgrounds and experiences.

• *Equal Employment Opportunity**

arenaflex is an equal opportunity employer and welcomes applications from qualified candidates with diverse backgrounds and experiences. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at [insert contact information].