Senior UX Design Manager – Customer Experience & Service Design Leadership at arenaflex

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Join arenaflex's Customer Engagement Technology Team

Are you passionate about creating exceptional customer experiences that make a real difference in people's lives? Do you thrive leading talented design teams to deliver intuitive, effortless, and empathetic interactions? Welcome to arenaflex – where we design Earth's best customer service experiences.

At arenaflex, our Customer Engagement Technology Team is on a mission to transform how customers receive support. When our customers face challenges, we make finding solutions effortless. When they need human assistance, we provide industry-leading tools that empower both customers and service associates. We innovate relentlessly – spending time in contact centers, shadowing customers in the field, conducting UX research in our labs, and iterating on design prototypes. Our work directly impacts millions of customers worldwide and is critical to arenaflex's commitment to being Earth's most customer-centric company.

We're seeking an experienced and hands-on UX design leader to join our Customer Service UX team in Newark. In this role, you'll enable a team of talented UX designers to deliver bar-raising experiences for customers around the globe. You'll drive UX strategy across multiple user experiences, create roadmaps, and determine priorities that shape the future of customer service at arenaflex.

What You'll Do

As our Senior UX Design Manager, you'll be more than a leader – you'll be a mentor, role model, and champion for exceptional design. Here's what awaits you:

Lead with Empathy and Vision

• Champion deep empathy for our customers, customer service associates, and every team member you work with


• Ensure creative quality through the methods and mechanisms you set in motion


• Present design work to partners and executive leadership for review, feedback, and sign-off


• Coach your team members to present their work with confidence and clarity

Drive Strategy and Execution

• Develop and communicate UX strategy across multiple user experiences


• Create comprehensive roadmaps and prioritize initiatives for your team


• Partner closely with product and tech leaders using quantitative and qualitative evidence to inform design direction


• Work with product and business partners to develop shared visions and lead processes to define experiences that deliver on those objectives

Nurture Talent and Culture

• Invest in growing people and developing talent within your team


• Create an inclusive and inspiring environment that fosters collaboration


• Lead by example, embodying a nimble, creative, and pragmatic approach that pushes the boundaries of agile UX


• Develop processes that drive quality and efficiency, helping designers accomplish more than they could otherwise

Make Data-Informed Decisions

• Prioritize effectively and use data to inform every decision


• Weigh the impact and trade-offs of design decisions thoughtfully


• Seek input from stakeholders to drive alignment and shared understanding


• Maintain the highest design standards while relentlessly advocating for exceptional customer experiences

A Day in the Life

Your days at arenaflex will be dynamic and impactful. You'll engage in close partnership with senior product managers, tech leaders, and cross-functional partner teams to deliver high-impact design work at a global scale. Each day presents opportunities to:

• Embody and instill customer-centric judgment throughout all parts of the design process


• Enable your team to validate their design strategies through research and testing


• Maintain the highest design standards across all deliverables


• Advocate passionately for the customer in every decision made


• Collaborate with diverse stakeholders to ensure cohesive user experiences


• Review and provide strategic guidance on design concepts and prototypes

You'll find yourself moving seamlessly between strategic planning sessions, design reviews, one-on-one mentorship meetings, and cross-functional workshops – all while keeping your team motivated and focused on delivering world-class customer experiences.

About the Team

Our Customer Service UX team at arenaflex is a diverse group of talented professionals – UX designers, researchers, writers, and program managers – united by a shared mission: to make every experience we design intuitive, effortless, seamless, and empathetic.

We trust each other deeply and collaborate regularly to ensure we all raise the bar on UX quality. While we work hard to deliver exceptional results for our customers, we also prioritize supporting each other, remaining genuine, and creating a positive culture that balances work and personal life. At arenaflex, we believe that sustainable high performance comes from caring for each other and maintaining perspective beyond the daily grind.

What We're Looking For

Basic Qualifications

• 12+ years of design experience


• 7+ years of leading multi-disciplinary Design teams (visual design, interaction design, user research, etc.)


• Proven experience in life cycle design projects from design strategy through execution


• Deep curiosity about and familiarity with generative AI

Preferred Qualifications

• Experience leading a diverse team in the delivery of experiences from end to end – from user flows and wireframes to high-fidelity visuals


• Strong ownership of projects with excellent communication of timelines and ability to execute independently


• Experience working in fast-paced, matrixed organizations


• Background in customer service, contact center, or support experience design

Why arenaflex?

At arenaflex, we don't just accept difference – we celebrate it and thrive on it for the benefit of our customers, our employees, and our communities. We believe that diverse perspectives and experiences make arenaflex a stronger, more innovative company. Our inclusive culture empowers arenaflexians to deliver the best results for our customers.

When you join arenaflex, you become part of a team that's reimagining what's possible. You'll have the opportunity to:

• Work on products and services that impact millions of customers worldwide


• Grow your career through challenging projects, mentorship, and continuous learning opportunities


• Collaborate with talented professionals across multiple disciplines


• Make a meaningful difference in how customers receive support and assistance


• Enjoy competitive compensation and comprehensive benefits

Compensation and Benefits

At arenaflex, we believe in supporting the whole person. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $162,300/year in our lowest geographic market up to $268,400/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 offers much more than just base pay. Depending on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package. You'll also enjoy a full range of medical, financial, and other benefits designed to support you and your family. For more information about our employee benefits, please visit our workplace benefits page.

Ready to Make an Impact?

If you're a design leader who believes that design is more than surface level – that it's about how things feel and function – we want to hear from you. Join us in our mission to design Earth's best customer service experience. Every interaction matters, and you can help make those interactions intuitive, effortless, seamless, and empathetic.

This position will remain posted until filled. We encourage you to apply through our internal or external career site today. If you need a workplace accommodation or adjustment during the application and hiring process – including support for the interview or onboarding process – please reach out to your Recruiting Partner.

arenaflex is an equal opportunity employer. We do not discriminate on the basis of protected veteran status, disability, or other legally protected status. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Come do the best work of your career at arenaflex – where everyday is Day One.