Experienced Remote Customer Service Project Management Principal – Leading Cross-Functional Programs and Process Improvements at arenaflex

Introduction to arenaflex arenaflex is a pioneering force in the e-commerce industry, renowned for its innovative approach to connecting customers with world-class brands. With a strong portfolio of complementary sites, arenaflex has redefined the online shopping experience, offering its loyal member base access to over 5,000 premium and luxury brands at unbeatable prices. Our vision is to spark delight through daily discovery, making shopping an occasion to celebrate. At arenaflex, we inspire each other, our members, and ourselves to push past the expected every day, fostering a culture rooted in kindness, passion, collaboration, innovation, tenacity, and empowerment. About the Role We are seeking an experienced Remote Customer Service Project Management Principal to join our team at arenaflex. As a key player in our customer service operations, you will be responsible for partnering with cross-functional partners to plan, track, update, and deliver process improvements, tool improvements, and medium to large cross-functional programs that impact our members and/or the Customer Service organization. Your expertise will be instrumental in assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates. Key Responsibilities Plan, track, manage, and report on all CS impacting programs and larger company-driven projects for Customer Service, including building a master project plan/project tracker and sending regular program updates. Create individual project plans that show task-level detail with ownership, due dates, status, dependencies, and risks, and oversee the planning, execution, and completion of projects. Lead complex initiatives, managing all activities in a project life cycle, such as initiation, planning, executing, controlling, and closing for short- and long-term projects, line of business-wide, and medium to high risk, scope, and complexity. Conduct project kick-off meetings, regular project check-ins, and Go/No Go meetings to ensure all impacted teams are aligned, and support the CS tools/technology, CS Operations, process management, and training teams to accelerate project delivery to the organization. Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment, ensuring program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation. Develop a project backlog for projects requiring technical team development, regularly reviewing the backlog and prioritization with CS leadership to ensure the highest impact items are properly prioritized, and own the CS intake site and project initiation and tracking. Demonstrate customer service knowledge and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations. Essential Qualifications To be successful in this role, you will need: A Bachelor's degree in a relevant field. Proficiency in relevant computer applications. 3-5 years of project/program experience, preferably in a customer experience environment. Strong listening, written, and verbal communication skills, with the ability to adapt to different audiences. Knowledge of customer service practices and principles. Able to work collaboratively and cross-functionally. Experience using problem-solving and analytical skills to solve business problems and drive process improvements. Ability to work effectively with tight deadlines in a fast-paced environment. Attention to detail and proven ability to manage multiple, competing priorities simultaneously. Preferred Qualifications While not essential, the following qualifications are desirable: Experience in project management, preferably in a customer service or e-commerce environment. Certification in project management, such as PMP or Agile. Experience with project management tools and software, such as Asana, Trello, or Jira. Knowledge of customer service technology and tools, such as CRM software or helpdesk systems. Experience in data analysis and reporting, with the ability to interpret and present data insights. Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong project management skills, with the ability to plan, track, and deliver projects on time and within budget. Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams. Strong problem-solving and analytical skills, with the ability to drive process improvements and solve business problems. Ability to work effectively in a fast-paced environment, with multiple priorities and deadlines. Strong attention to detail, with the ability to manage multiple projects and tasks simultaneously. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to supporting the growth and development of our employees. As a Remote Customer Service Project Management Principal, you will have access to: Opportunities for professional development and growth, including training and certification programs. Mentorship and coaching from experienced professionals in the field. Cross-functional training and development, to enhance your skills and knowledge in areas such as customer service, project management, and e-commerce. A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and inclusive company culture. As a Remote Customer Service Project Management Principal, you will be part of a team that values: Kindness, passion, collaboration, innovation, tenacity, and empowerment. Diversity, equity, and inclusion, with a commitment to fostering an environment where every employee feels valued and respected. Open communication and transparency, with regular updates and feedback from leadership and colleagues. A healthy work-life balance, with flexible working arrangements and a commitment to employee well-being. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, including: A base salary range of $90,000 - $95,000, depending on experience and qualifications. Opportunities for bonus and commission, based on performance and achievement of goals. A comprehensive benefits package, including health insurance, 401(k) match, and paid time off. Access to a range of perks and discounts, including employee discounts on our products and services. Conclusion If you are a motivated and experienced project management professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for the Remote Customer Service Project Management Principal role at arenaflex. With a commitment to diversity, equity, and inclusion, and a positive and inclusive company culture, we offer a dynamic and supportive work environment that will challenge and reward you. Apply now to join our team and take the first step towards a rewarding and fulfilling career at arenaflex. Apply for this job