**Manager, Customer Experience Partner Success – Global Support Operations**

At arenaflex, we're on a mission to empower local economies and revolutionize the way we think about logistics and delivery. As a Manager, Customer Experience Partner Success, you'll play a critical role in shaping the future of our global support operations and ensuring that our customers receive an outstanding experience every time. If you're passionate about delivering exceptional results, driving quality improvements, and collaborating with cross-functional teams, we want to hear from you.

• *About the Role**

We're seeking a seasoned professional to manage the support experience of our international last-mile logistics platform. As a Manager, Customer Experience Partner Success, you'll partner with support partners (BPOs) to ensure their quality meets arenaflex's expectations, including First Contact Resolution, Customer Satisfaction scores, and other support metrics. You'll be responsible for creating new and using existing reporting to identify areas to improve performance metrics and productivity through quality monitoring. You'll also execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents).

• *Key Responsibilities**

• Create new and use existing reporting to identify areas to improve performance metrics and productivity through quality monitoring
• Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents)
• Partner with training and content to reinforce compliance with new launches, processes, and policies
• Maintain multiple sites quality performance within a calibrated target
• Perform business review with Support Partner Teams
• Identify, recommend, and formulate process and project improvements
• Work cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs
• Identify and report on trends early and often
• Other projects assigned by management or as needed

• *Travel Requirements**

This role may require up to 20% travel (International and Domestic), so you'll need to be comfortable with frequent travel and able to navigate different time zones.

• *What We're Looking For**

• A BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas
• 3+ years of support operations experience managing support KPIs such as CSAT
• Driven operations excellence and quality improvements across multiple support sites
• Analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty
• Strong written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely
• Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities
• Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously
• An owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better

• *Compensation and Benefits**

• Location-specific base salary range: $118,800 - $178,200 (Colorado), $125,400 - $198,000 (California), $132,000 - $198,000 (New York), $125,400 - $188,200 (Washington), $125,400 - $188,200 (Washington D.C.)
• Comprehensive benefits package, including healthcare benefits, a 401(k) plan including an employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays
• Opportunities for equity grants

• *About arenaflex**

At arenaflex, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users - from Dashers to merchant partners to consumers. We're a technology and logistics company that started with door-to-door delivery, and we're looking for team members who can help us go from a company that's known for delivering food to a company that people turn to for any and all goods.

• *Our Commitment to Diversity and Inclusion**

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

• *Statement of Non-Discrimination**

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office.

• *How to Apply**

If you're passionate about delivering exceptional results, driving quality improvements, and collaborating with cross-functional teams, we want to hear from you. Please submit your application through our website.