Senior CS Program Manager - Strategic Change Management & Organizational Excellence Leadership

Join arenaflex: Shape the Future of Customer Service Operations

Are you ready to take the helm and chart the course for arenaflex's Customer Service (CS) organization? We're on the hunt for a dynamic, results-oriented Senior Program Manager who thrives on driving successful change initiatives. In this pivotal role, you'll be instrumental in shaping the direction of our CS operations, ensuring seamless adaptation to evolving needs while maintaining operational excellence. As a champion of transformation, you'll lead the charge in setting strategic course and defining the underlying frameworks necessary for the CS association amidst continuous innovation.

Your expertise in navigating complex situations and building effective partnerships with senior stakeholders will be paramount as you prioritize initiatives aimed at aligning CS strategies with overarching business objectives and targets. At the heart of your responsibilities lies the governance of our change control processes, ensuring that all transitions are managed efficiently and effectively. You'll be at the forefront of developing and refining our initiative investment frameworks, ensuring that resources are allocated judiciously to drives that deliver strategic impact and align with company goals.

This is more than just a position—it's a platform for driving meaningful change and leaving a lasting imprint on arenaflex's CS roadmap. If you're someone who relishes the opportunity to have a strategic impact, build influential partnerships, and steer the course toward success, then this is the ideal opportunity for you.

What You'll Do: Key Responsibilities

CS Project Intake

• Receive, evaluate, and prioritize change requests from various stakeholders


• Verify the completion and accuracy of change requests, ensuring all necessary information is provided


• Conduct thorough impact assessments to evaluate and estimate the effects of proposed changes


• Analyze potential risks, benefits, and dependencies associated with each change


• Collaborate with relevant stakeholders to understand implications and gather feedback


• Plan and facilitate change review committees, providing updates and soliciting input


• Communicate change objectives, plans, and progress updates to stakeholders at all levels


• Address concerns, questions, and resistance from affected parties


• Establish clear communication protocols for project intake, keeping stakeholders informed throughout, from initial submission to final decisions


• Develop training materials and conduct instructional sessions to prepare stakeholders for upcoming changes


• Proactively manage stakeholder expectations, providing timely updates and clear justifications for project decisions or delays


• Track key metrics related to project intake, such as project volume, approval rates, time to decision, and resource allocation efficiency


• Foster a culture of transparency and collaboration to gain buy-in for proposed changes

Coordinate Change Management

• Create and maintain change management policies, procedures, and guidelines


• Own the change control process, making timely and efficient decisions to support organizational and departmental goals with minimal disruption


• Thoroughly review project proposals, considering strategic fit, feasibility, potential impact, and resource requirements


• Influence scope, stages, and approach with external CS partners to achieve desired benefit with minimal effort


• Proactively identify and mitigate potential risks associated with changes


• Champion a culture of continuous improvement, fostering team collaboration and knowledge sharing


• Oversee the execution of approved changes, monitoring progress, identifying, and resolving any issues that arise


• Maintain alignment with CS product tech roadmap


• Track and report on the effectiveness of the change control process, soliciting recommendations for improvement and driving continuous enhancement

Drive Execution Monitoring

• Establish key performance indicators (KPIs) aligned with strategic goals and track progress through regular reporting


• Analyze data to identify areas for improvement and recommend operational changes


• Present performance insights to leadership, driving data-informed decision-making

What You'll Bring: Required Qualifications

Education

Bachelor's degree in a related field preferred (Technical, Business, Management). A minimum of 7 years of experience in strategic planning and change management, preferably within a CS e-commerce environment.

Change Management Expertise

• A solid understanding of change management principles, processes, and best practices is essential


• Strong grasp of risk management principles and mitigation strategies


• Experience with change management methodologies (e.g., Prosci ADKAR, Kotter 8-Step) is a plus

Core Competencies

Analytical Skills: The ability to analyze complex situations, assess the impact of changes, identify potential risks and dependencies, and make data-driven decisions is crucial for effective change management. Strong analytical and problem-solving skills with a data-driven approach are required.

Communication Skills: Strong verbal and written communication skills are essential for conveying change objectives, plans, and updates to stakeholders at all levels. This includes active listening, negotiation, and conflict resolution skills to address concerns and facilitate collaboration.

Stakeholder Management: The ability to engage and influence stakeholders from diverse departments and levels of the organization is critical. This involves building relationships, understanding stakeholder perspectives, and aligning change initiatives to their needs and expectations.

Project Management: Proficiency in project management methodologies and tools is necessary for planning, executing, and monitoring change initiatives. This includes skills in scope management, resource allocation, scheduling, and risk management.

Leadership Skills: As a change champion, you need leadership qualities to inspire and motivate teams, facilitate change adoption, and drive organizational transformation. This involves fostering a culture of innovation, adaptability, and continuous improvement.

Ability to Think and Act Strategically: Capacity to operate effectively in both strategic and tactical domains simultaneously.

Problem-Solving Skills: The ability to identify obstacles, overcome challenges, and find smart solutions is essential in managing change effectively. This includes analyzing issues, adapting to unforeseen circumstances, and mitigating resistance to change.

Change Facilitation Skills: Facilitation skills are invaluable for driving change workshops, sessions, and training courses. This involves guiding discussions, fostering collaboration, and encouraging participation to achieve consensus and commitment to change.

Technical Proficiency: Depending on the nature of the changes being implemented, technical proficiency in relevant systems, processes, or technologies may be required. This could include knowledge of software applications, IT infrastructure, regulatory compliance, or industry-specific standards.

Adaptability and Flexibility: The ability to adapt to changing conditions, remain resilient in the face of setbacks, and maintain a positive attitude amidst uncertainty is essential for navigating the complexities of change management.

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people and their professional development. As a Senior CS Program Manager, you'll have access to extensive growth opportunities including:

• Leadership development programs designed to hone your strategic thinking and executive presence


• Exposure to cross-functional initiatives that broaden your understanding of the entire organization


• Mentorship from senior leaders who are committed to helping you advance your career


• Continuous learning through workshops, certifications, and industry conferences


• Pathways to advance into executive-level positions within the organization


• Rotation opportunities across different business units to build a well-rounded skill set

You'll be joining a team that values innovation, collaboration, and personal growth. Your contributions will not only shape the future of our Customer Service organization but will also position you for long-term career success in a rapidly evolving industry.

Work Environment & Culture at arenaflex

arenaflex is more than just a workplace—it's a community committed to excellence and innovation. Our culture is built on core values that guide everything we do:

• Customer Obsession: We put our customers at the heart of every decision, striving to exceed their expectations every single day


• Innovation First: We embrace creativity and continuously seek better ways to solve challenges


• Collaborative Spirit: We believe that the best results come from working together across teams and departments


• Integrity Always: We conduct business with honesty, transparency, and ethical standards


• Continuous Learning: We encourage curiosity and provide resources for ongoing professional development

Our California-based headquarters offers a modern, collaborative workspace designed to foster productivity and creativity. We embrace flexible work arrangements that support work-life balance while maintaining the connectivity our team needs to succeed together.

Compensation & Benefits

We recognize that our people are our most valuable asset, and we're committed to providing competitive compensation and comprehensive benefits.

Salary Range: The salary range for this Senior CS Program Manager position is $129,500.00 - $207,000.00. The specific compensation offered to a candidate may be influenced by various factors including relevant experience, education, and work location.

Financial Benefits:

• Eligible for 401(k) retirement plan with company matching


• New hire and annual equity awards


• Performance-based bonuses

Health & Wellness:

• Comprehensive medical and prescription coverage


• Vision and dental insurance


• Life and disability insurance


• Hospital reimbursement benefits


• Critical illness and accident coverage


• Parental leave for growing families


• Family services benefits


• Backup dependent care support


• Flexible spending accounts


• Telemedicine services


• Pet adoption reimbursement (because we know your furry family members matter too!)


• Employee assistance program for personal and professional challenges


• Exclusive discounts including 10% off pet insurance

Time Off:

• Unlimited PTO for salaried-exempt employees (subject to manager approval)


• Six paid holidays per year


• Eligible for paid sick and family leave in compliance with applicable state and local regulations

Join arenaflex Today

If you're ready to make a meaningful impact, build influential partnerships, and lead transformative change within a dynamic organization, we want to hear from you. This is your opportunity to shape the future of Customer Service at arenaflex while advancing your career in a supportive, innovative environment.

Apply now and take the first step toward an exciting new chapter with arenaflex. Together, we'll continue to redefine what's possible in customer experience excellence.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.