Experienced Customer Care Operations Leader – Remote Work from Home Opportunity with arenaflex

Introduction to arenaflex At arenaflex, we are revolutionizing the way we understand and interact with our customers. Our Client Advanced Character association is dedicated to empowering a deeper understanding of who our customers are, ensuring streamlined processes, security, flexibility, regulatory compliance, and a top-tier customer experience. As a customer-centric organization, we believe that the customer is at the heart of everything we do. Our mission is to enhance client centricity by expanding our understanding of customer preferences and behaviors, allowing us to serve them when and how they need us. Job Overview We are seeking an experienced Operations Leader to join our Client Digital Personality team. As a Ranking Director, Operations - Character Client Experience, you will play a crucial role in driving the development of Character client experiences across various customer experience spaces. Your expertise will be instrumental in analyzing existing CX streams, designing tests for personality capture, and deciphering the client experience design that would enhance personality capture and utilization at exchange points. Key Responsibilities Support the improvement of Character client experiences across a predetermined client experience space Analyze existing CX streams at various touchpoints Design tests for personality capture (e.g., phone number) Decipher the client experience design that would enhance personality capture and utilization at exchange points from paper to execution plan Develop an execution guide for select experience execution Collaborate with product, field, and analytics teams to develop experiments Participate in cross-functional meetings, partnering with product and surveys to validate tests Manage tests in the field Deploy tests in alignment with arenaflex field operations teams Collaborate with analytics to interpret results Suggest and implement improvements Track the progress of the analysis, set up and execute a reporting structure, and develop metrics to beat expected challenges Partner Management In this role, you will be responsible for maintaining relationships with arenaflex groups to ensure effective execution. Your duties will include: Capturing partner needs, allowing the team to set up relevant business analysis Building and executing communication plans to key stakeholders Requirements To be successful in this role, you should have: A Bachelor's degree in Business Administration, Engineering, Operations, or a related field 7+ years of experience in Operations roles, preferably with at least 3 years of experience in retail, store, or Omni environment 5+ years of experience executing new initiatives in a store environment A strong and proven ability to influence internal partners Demonstrated expertise in executing successful initiatives Experience with Agile techniques and project management tools Preferred Qualifications While not required, the following qualifications are preferred: Leadership of cross-functional teams or projects Master's degree in Operations Management or a related field Project Management Professional (PMP) certification What We Offer At arenaflex, we offer a competitive compensation package, as well as performance-based bonus rewards and other excellent benefits for a happier mind, body, and wallet. Our benefits include: Medical benefits, including clinical, vision, and dental coverage Financial benefits, including 401(k), stock purchase, and company-paid life insurance Paid time off benefits, including PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting Other benefits, including short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy cost reimbursement, and more Live Better U arenaflex offers a paid education benefit program for full-time and part-time associates in arenaflex facilities. Programs range from high school completion to four-year degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are fully paid for by arenaflex. Conclusion If you are passionate about tackling complex challenges, building digital experiences within a physical store environment, and driving customer-centric initiatives, we encourage you to apply for this exciting opportunity. As a Ranking Director, Operations - Character Client Experience, you will have the chance to make a significant impact on our customer experience and drive business growth. Join our team at arenaflex and take the first step towards a rewarding and challenging career. Apply for this job