Experienced Senior Program Manager, Consumer Customer Service Support – Program Delivery Group
Are you a seasoned program manager with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? Look no further than arenaflex, a leading innovator in the industry, as we seek an experienced Senior Program Manager to join our Consumer Customer Service Support (C2S2) Program Delivery team. As a Senior Program Manager at arenaflex, you will play a pivotal role in driving the success of our customer service initiatives. You will collaborate with global, cross-functional business teams and CS operations to ensure readiness and deliver projects that impact the customer and CS associate experiences. With a strong focus on stakeholder management, negotiation, and prioritization, you will use your project or program management experience to advocate for, and improve, the customer experience, using KPIs to make data-driven decisions.
About arenaflex
arenaflex is a dynamic and innovative company that is revolutionizing the way we interact with customers. With a strong commitment to diversity and inclusion, we strive to create a workplace where everyone feels valued, respected, and empowered to succeed. Our team is passionate about delivering exceptional customer experiences, and we are seeking like-minded individuals to join our ranks.
Key Responsibilities
As a Senior Program Manager, Consumer Customer Service Support – Program Delivery Group, you will be responsible for:
- Defining the strategy and direction for projects and gaining consensus and clear alignment at all levels as appropriate.
- Interacting with cross-disciplinary and cross-functional teams, including Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams, to design the project's standard operational procedures, processes, and technical requirements.
- Defining, prioritizing, and planning projects that need to be implemented to execute on the process and technical requirements.
- Scheduling, securing resources, and managing cross-functional teams to deliver to these projects.
- Monitoring the execution and ensuring the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request.
- Monitoring project's overall progress; anticipating risks, resolving issues, and initiating corrective action as appropriate.
- Managing the dependencies and the interfaces between projects and negotiating the trade-offs needed.
- Providing overall stakeholder management and project progress reporting on a regular basis.
- Where applicable, managing and overseeing third-party contributions to the project.
A Day in the Life
As a Senior Program Manager at arenaflex, you can expect a dynamic and challenging work environment that is rich in opportunities for growth and development. You will be part of a talented team that is passionate about delivering exceptional customer experiences, and you will have the opportunity to work on a wide range of projects that will challenge and engage you.
Benefits and Compensation
arenaflex offers a comprehensive range of benefits and compensation packages that are designed to support the well-being and success of our employees. These include:
- Medical, dental, and vision coverage
- Maternity and parental leave options
- Paid time off (PTO)
- 401(k) plan
- Competitive salary ranging from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
Basic Qualifications
To be considered for this role, you will need to have:
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
- Bachelor's degree
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field
Why arenaflex?
arenaflex is a company that is committed to making a positive impact on the world. We are passionate about delivering exceptional customer experiences, and we are seeking like-minded individuals to join our team. With a strong focus on diversity and inclusion, we strive to create a workplace where everyone feels valued, respected, and empowered to succeed. If you are a seasoned program manager with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and be part of a dynamic and innovative company that is shaping the future of customer service.
How to Apply
To apply for this role, please visit our career site at [insert link]. We look forward to hearing from you.
Equal Opportunity Employer
arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [insert link]. Apply for this job