**Experienced Manager, Customer Experience Partner Success – Global Support Operations**

At arenaflex, we're revolutionizing the way people access and enjoy their favorite food, groceries, and other essentials. As a Manager, Customer Experience Partner Success, you'll play a pivotal role in shaping the customer experience for our international last-mile logistics platform. If you're passionate about delivering exceptional support experiences, driving operational excellence, and fostering a culture of innovation, we want to hear from you. **About the Team** Our team is the backbone of arenaflex's global support operations, working tirelessly to ensure that our customers receive the best possible experience. With a focus on scalability, efficiency, and quality, we're constantly looking for ways to improve our processes and drive business growth. As a Manager, Customer Experience Partner Success, you'll join a dynamic team of professionals who share your passion for delivering exceptional customer experiences. **About the Role** As a Manager, Customer Experience Partner Success, you'll be responsible for managing the support experience of our international last-mile logistics platform. This involves partnering with support partners (BPOs) to ensure their quality meets arenaflex's expectations, including First Contact Resolution, Customer Satisfaction scores, and other support metrics. You'll work closely with our training and content teams to reinforce compliance with new launches, processes, and policies, and identify areas for process and project improvements. **Key Responsibilities:** * Create new and use existing reporting to identify areas to improve performance metrics and productivity through quality monitoring. * Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents). * Partner with training and content to reinforce compliance with new launches, processes, and policies. * Maintain multiple sites quality performance within a calibrated target. * Perform business review with Support Partner Teams. * Identify, recommend, and formulate process and project improvements. * Work cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs. * Identify and report on trends early and often. * Other projects assigned by management or as needed. * This role may require 20% travel (International and Domestic). **Essential Qualifications:** * A Bachelor's degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas. * 3+ years of support operations experience managing support KPIs such as CSAT. * Proven track record of driving operations excellence and quality improvements across multiple support sites. * Analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty. * Strong written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely. * Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities. * Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously. * Owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better. **Preferred Qualifications:** * Experience working with BPOs and managing support partner relationships. * Knowledge of customer experience metrics and KPIs. * Familiarity with arenaflex's products and services. * Experience with quality monitoring and process improvement initiatives. **Skills and Competencies:** * Strong analytical and problem-solving skills, with the ability to distill complex data sets into actionable insights. * Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams. * Proven ability to drive operational excellence and quality improvements. * Strong business acumen, with the ability to understand customer needs and identify areas for business improvement. * Ability to work in a fast-paced, constantly changing environment and manage multiple deadlines simultaneously. * Strong ownership mentality, with a focus on quality, output-driven, proactive, and always pushing yourself to do better. **Career Growth Opportunities and Learning Benefits:** At arenaflex, we're committed to supporting our employees' growth and development. As a Manager, Customer Experience Partner Success, you'll have access to a range of training and development opportunities, including: * Regular coaching and feedback from your manager and peers. * Opportunities to attend industry conferences and events. * Access to arenaflex's online learning platform, which offers a range of courses and training programs. * Mentorship programs, which pair you with experienced professionals who can provide guidance and support. * Opportunities to take on new challenges and responsibilities, with the potential for career advancement. **Work Environment and Company Culture:** At arenaflex, we're passionate about creating a work environment that's inclusive, supportive, and empowering. Our company culture is built on a set of core values, including: * Empowerment: We believe in giving our employees the autonomy to make decisions and take ownership of their work. * Innovation: We're constantly looking for new and better ways to do things, and we encourage our employees to think creatively and challenge the status quo. * Collaboration: We believe that teamwork is essential to achieving our goals, and we foster a culture of collaboration and open communication. * Customer focus: We're passionate about delivering exceptional customer experiences, and we work tirelessly to ensure that our customers receive the best possible service. **Compensation, Perks, and Benefits:** As a Manager, Customer Experience Partner Success, you'll receive a competitive salary, plus a range of benefits and perks, including: * Comprehensive medical, dental, and vision benefits. * 401(k) plan with an employer match. * Paid time off and paid parental leave. * Wellness benefits, including gym membership and mental health support. * Access to arenaflex's online learning platform, which offers a range of courses and training programs. * Opportunities to attend industry conferences and events. * Mentorship programs, which pair you with experienced professionals who can provide guidance and support. * Opportunities to take on new challenges and responsibilities, with the potential for career advancement. **How to Apply:** If you're passionate about delivering exceptional customer experiences and driving operational excellence, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Employment Opportunity:** arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives. Apply for this job