Senior Program Manager – Consumer Customer Service Support Excellence & Program Delivery

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Join arenaflex as a Senior Program Manager, Consumer Customer Service Support

Are you a strategic thinker with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where your leadership can directly impact millions of customers and thousands of customer service associates? If so, arenaflex invites you to apply for our Senior Program Manager position within the Consumer Customer Service Support (C2S2) Program Delivery Group.

At arenaflex, we believe that customer obsession is the foundation of everything we do. Our Customer Service team is the voice of our brand, and we're seeking an experienced leader to help us continue to innovate and improve how we serve customers worldwide. As a Senior Program Manager, you will play a pivotal role in shaping the future of our customer service operations, driving strategic initiatives that enhance both customer satisfaction and associate experience.

This is an extraordinary opportunity to join a dynamic, globally-recognized organization that values innovation, diversity, and operational excellence. You'll work alongside talented professionals across multiple disciplines and geographies, contributing to programs that make a meaningful difference in how we connect with our customers every day.

About the Role

The Senior Program Manager will be responsible for defining, designing, and driving the vision and roadmap for customer service support programs from inception to completion. You will collaborate with global, cross-functional business teams and Customer Service operations to ensure readiness and deliver projects that positively impact both customers and CS associate experiences.

This role requires exceptional stakeholder management, negotiation, and prioritization skills. You will leverage your project and program management expertise to advocate for and improve the customer experience, using key performance indicators (KPIs) and data-driven decision-making to guide your strategy. You'll be comfortable navigating a fast-paced, multi-tasked environment while negotiating with key business partners and teams across multiple functions to gain alignment on program vision, project selection, and prioritization.

Key Responsibilities

As a Senior Program Manager at arenaflex, you will have comprehensive ownership of program strategy, end-to-end delivery, and communication of results to senior leadership. Your key responsibilities include:

• Strategic Leadership: Define the strategy and direction for projects and programs, gaining consensus and clear alignment at all organizational levels. Translate vision into actionable plans that drive measurable business outcomes.
• Cross-Functional Collaboration: Interact with and coordinate across diverse teams including Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams to design project standard operational procedures, processes, and technical requirements.
• Project Planning & Prioritization: Define, prioritize, and plan projects that need to be implemented to execute on process and technical requirements. Balance competing priorities and allocate resources effectively to meet business objectives.
• Resource Management: Schedule, secure resources, and manage cross-functional teams to deliver projects on time and within scope. Build and maintain high-performing teams across geographical boundaries.
• Quality Assurance: Monitor the execution and ensure the delivery of projects in a program meets appropriate quality standards, ensuring the overall integrity of each initiative from conception through completion.
• Risk Management: Monitor project's overall progress, anticipate risks, resolve issues proactively, and initiate corrective action as appropriate. Develop contingency plans and mitigation strategies for complex programs.
• Dependency Management: Manage the dependencies and interfaces between projects while negotiating the trade-offs needed to achieve optimal outcomes across the program portfolio.
• Stakeholder Communication: Provide overall stakeholder management and project progress reporting on a regular basis. Communicate complex technical and operational concepts to diverse audiences with clarity and impact.
• Vendor Management: Where applicable, manage and oversee third-party contributions to projects, ensuring alignment with arenaflex standards and objectives.
• Continuous Improvement: Drive process improvements and operational efficiencies that enhance customer service delivery and associate experience.

What You'll Bring to arenaflex

Basic Qualifications

To be successful in this role, you will need:

• A minimum of 5+ years of program or project management experience, demonstrating progressive responsibility and leadership in complex, cross-functional initiatives.
• Proven experience using data and metrics to determine and drive improvements. You should be comfortable with quantitative analysis and translating data insights into actionable strategies.
• Demonstrated experience owning program strategy, end-to-end delivery, and communicating results to senior leadership. This includes strategic planning, execution, and the ability to influence outcomes at the highest levels.
• A Bachelor's Degree from an accredited institution, preferably in Business Administration, Operations Management, Computer Science, or a related field.
• Excellent written and verbal communication skills, with the ability to achieve buy-in from diverse stakeholders and report progress effectively to leadership teams.

Preferred Qualifications

While not required, the following qualifications will help you excel in this role:

Skills and Competencies for Success

Beyond your experience and qualifications, we seek candidates who embody the following skills and competencies:

• Strategic Thinking: Ability to see the big picture while managing detailed execution. You must balance day-to-day program management with long-term strategic objectives.
• Data-Driven Decision Making: Comfortable working with complex datasets, KPIs, and metrics to inform strategy and measure success.
• Stakeholder Management: Exceptional interpersonal skills with the ability to influence, negotiate, and build strong relationships across all organizational levels.
• Problem Solving: Strong analytical abilities with a track record of identifying issues and implementing effective solutions.
• Adaptability: Thrives in ambiguity and can effectively navigate changing priorities in a fast-paced environment.
• Leadership: Experience leading cross-functional teams without direct reporting authority, driving results through influence and collaboration.
• Communication: Outstanding written and verbal communication skills, capable of tailoring messages to different audiences including executive leadership.

Career Growth and Development

At arenaflex, we are committed to helping our employees grow and advance in their careers. As a Senior Program Manager, you will have access to numerous opportunities for professional development, including:

• Leadership Development Programs: Access toarenaflex's internal leadership training and development resources designed to help you advance your career.
• Career Mobility: Exposure to multiple business units and functions, providing a broad foundation for future leadership roles within the organization.
• Mentorship: Guidance from senior leaders and experienced program managers who can help you navigate your career path.
• Skill Development: Opportunities to develop expertise in cutting-edge technologies, methodologies, and best practices in program management.
• Cross-Functional Exposure: Regular interaction with teams across the organization, expanding your network and understanding of different business functions.

Work Environment and Culture

arenaflex is known for its unique culture that values customer obsession, operational excellence, and continuous innovation. As part of our Customer Service organization, you will:

• Work in a dynamic, fast-paced environment that rewards innovation and results-oriented thinking.
• Collaborate with talented professionals from diverse backgrounds who share your passion for customer excellence.
• Experience a culture of intellectual curiosity, where questions are encouraged and new ideas are welcomed.
• Have the opportunity to make a tangible impact on customer experience at scale.
• Benefit from our commitment to work-life balance and employee well-being.

We believe that diverse teams make better decisions and drive innovation. arenaflex is committed to maintaining an inclusive workplace where all employees can bring their authentic selves to work. We welcome applicants from all backgrounds and experiences.

Compensation and Benefits

arenaflex offers a competitive total compensation package that reflects the cost of labor across several geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

As a total compensation company, arenaflex provides a comprehensive benefits package that generally includes:

• 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 Options: Generous leave policies to support growing families.
• Paid Time Off (PTO): Competitive PTO policies that allow you to recharge and maintain work-life balance.
• 401(k) Plan: Retirement savings plan with company matching contributions.
• Equity Compensation: Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.
• Additional Perks: Access to various employee programs, discounts, and wellness resources.

For more information about arenaflex benefits and compensation philosophy, please visit our workplace benefits page.

Join Our Team

arenaflex is an equal opportunity employer. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We are committed to a diverse and inclusive workplace where every employee has the opportunity to thrive.

For individuals with disabilities who would like to request an accommodation during the application process, please reach out to our HR team for assistance.

This position will remain posted until filled. We encourage you to apply through our internal or external career site today. Take the next step in your career and join a team where your skills, experience, and passion can make a meaningful difference in the lives of millions of customers worldwide.

We look forward to receiving your application and learning how you can contribute to our continued success at arenaflex!