At arenaflex, we accelerate growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology, and intelligence.
**Job Summary:**
We are seeking an experienced Customer Experience & Service Transformation Management Manager to join our team at arenaflex. As a key member of our organization, you will be responsible for driving business growth through customer-centric solutions, leveraging your expertise in customer support and contact centers to optimize and transform our clients' customer service solutions. If you are a strategic thinker with a passion for customer experience, we encourage you to apply for this exciting opportunity.
**Key Responsibilities:**
- Evaluate clients' current customer service offerings, identify gaps, shape vision, provide recommendations, and propose strategic solutions that address their unique needs and business goals
- Define business cases, business and implementation roadmaps, and execute solutions
- Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
- Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions
- Advise clients on ways to measure and improve their customer-centric metrics
- Lead change-management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success
- Establish relationships with client stakeholders and build long-term partnerships for arenaflex
- Identify opportunities and drive business development efforts to build the arenaflex Consulting practice
- Manage and coach junior team members, and continue to grow your own expertise
- Contribute to perspectives and thought leadership to help arenaflex maintain its thought-leadership position
**Essential Qualifications:**
- A minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment, or digital customer field
- Solutioning and selling new ideas and proposals
- Incorporating experience design, new business models, new technologies, and analytics into customer service and support processes
- Leading and understanding large, complex global transformation projects
- 5+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem
- 5+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.)
- 1+ years of experience working with Artificial intelligence and front-end digital platforms
- 5+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design, customer service process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/call routing, reporting metrics/KPIs, and supplier/contract management
**Preferred Qualifications:**
- Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts, social media, contact center technology sales, or project management experience with center start-ups, consolidation, or outsourcing
- Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
- Hands-on experience with artificial intelligence, GenAI, and conversational design
- Experience in Products or Financial service Industries
**Skills and Competencies:**
- Strong leadership and verbal skills
- Excellent problem-solving and analytical thinking skills
- Ability to work well with everyone from junior colleagues to executive stakeholders
- Strong communication and interpersonal skills
- Ability to adapt to changing priorities and deadlines
- Strong business acumen and understanding of customer service industry trends
- Experience with project management tools and methodologies
**Career Growth Opportunities and Learning Benefits:**
- Opportunities to work on high-profile projects and collaborate with top talent in the industry
- Access to training and development programs to enhance your skills and expertise
- Collaborative and dynamic work environment with a focus on innovation and creativity
- Opportunities for career growth and advancement within the organization
- Flexible work arrangements and a comprehensive benefits package
**Work Environment and Company Culture:**
- arenaflex is a dynamic and fast-paced organization with a focus on innovation and creativity
- Collaborative and inclusive work environment with a diverse team of professionals
- Opportunities for professional growth and development
- Flexible work arrangements and a comprehensive benefits package
- Access to state-of-the-art technology and tools
**Compensation, Perks, and Benefits:**
- Competitive salary and bonus structure
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) matching program and employee stock purchase plan
- Flexible work arrangements and telecommuting options
- Access to training and development programs
- Opportunities for career growth and advancement within the organization
**How to Apply:**
If you are a motivated and experienced professional with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
**Equal Employment Opportunity Statement:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees.
**Accommodation Requests:**
If you require accommodation during the application process, please contact us at [insert contact information]. We are committed to providing reasonable accommodation to applicants with disabilities or religious observances.
**Recruiting and Hiring Statement:**
Please read arenaflex's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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