Senior Program Manager, Customer Experience Innovation and Automation, Artificial Intelligence and Self-Service Technologies at arenaflex

Introduction to arenaflex and the Industry arenaflex is at the forefront of revolutionizing customer experience through innovative support solutions, leveraging the power of Artificial Intelligence (AI) to deliver unparalleled service. As a leader in the industry, we recognize the importance of empowering customers with automated tools and self-service technologies to resolve issues efficiently. Our mission is to create a seamless and intuitive customer experience, setting a new standard for the industry. If you're passionate about driving innovation and making a significant impact on a global scale, we invite you to join our team as a Senior Program Manager. Job Overview We are seeking a highly skilled and experienced Senior Program Manager to lead a high-visibility program focused on reducing customer service contacts through the expansion of automated tools and AI-powered solutions. As a key member of our Customer Engagement Technology (CET) team, you will be responsible for driving complex projects and programs that span across the globe and multiple organizations within arenaflex. Your expertise will be instrumental in shaping the future of customer experience, and your innovative mindset will help us stay ahead of the curve. Key Responsibilities Own and execute complex projects and programs from conception to launch, including stakeholder engagement, deliverables, and overall program strategy and roadmap. Define business and systems requirements in collaboration with internal and external customers, ensuring that solutions meet the needs of our customers and stakeholders. Develop and execute project plans, securing resources and managing implementation to ensure timely and successful delivery. Communicate goals, roles, responsibilities, and desired outcomes clearly to stakeholders, ensuring everyone is aligned and working towards common objectives. Liaise with all departments to ensure relevant areas are engaged and deliverables are developed in a timely manner, supporting partner teams to refine processes and increase efficiency. Make informed tradeoffs to optimize time-to-market, consulting with stakeholders to ensure that decisions align with program objectives and business plans. Manage multiple internal and external stakeholders, including cross-functional and remote teams, to ensure effective collaboration and communication. Develop change processes associated with program rollout and ongoing support, ensuring a smooth transition and minimal disruption to customers and stakeholders. Track delivery against program objectives, implementing proposals to improve program services and efficiencies, and scaling existing programs to expand coverage to additional domestic and international locations. Ideate and drive strategic change across the broader CET team, contributing to the development of new solutions and services that enhance customer experience and drive business growth. Essential Qualifications To be successful in this role, you will need: 5+ years of program or project management experience, with a proven track record of delivering complex projects and programs. Experience using data and metrics to determine and drive improvements, with a strong analytical mindset and ability to interpret complex data sets. Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership, with excellent communication and presentation skills. A Bachelor's degree in a relevant field, such as business, operations, or engineering. An intuitive understanding of optimal versus sub-optimal customer experiences, with the ability to quickly assess situations and identify solutions to improve or fix issues. Preferred Qualifications While not essential, the following qualifications are highly desirable: 2+ years of driving process improvements experience, with a proven track record of implementing changes that drive efficiency and effectiveness. A Master's degree or MBA in a relevant field, such as business, operations, human resources, adult education, organizational development, or instructional design. Skills and Competencies To succeed in this role, you will need to possess: Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders and team members. Strong analytical and problem-solving skills, with the ability to interpret complex data sets and develop creative solutions. Ability to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment, with a strong ability to prioritize tasks and manage multiple projects simultaneously. Collaborative work style, with a willingness to work across functions and teams to achieve common goals. Innovative mindset, with a passion for driving change and improving customer experience. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Senior Program Manager, you will have access to a range of training and development opportunities, including: Professional development programs, such as leadership training and mentorship initiatives. Opportunities to work on complex and challenging projects, with the potential to drive significant impact on the business. Collaboration with cross-functional teams, including science and engineering teams, to develop new solutions and services. Access to cutting-edge technologies and tools, including AI and automation solutions. Work Environment and Company Culture arenaflex is committed to creating a diverse and inclusive workplace, where employees feel valued and empowered to contribute. Our company culture is built on a foundation of: Collaboration and teamwork, with a focus on achieving common goals and driving business success. Innovation and creativity, with a willingness to take risks and try new approaches. Customer obsession, with a passion for delivering exceptional customer experiences. Ownership and accountability, with a focus on taking responsibility for our actions and decisions. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including: A base salary range of $104,100 - $185,000 per year, depending on location and experience. A range of benefits, including medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan. Opportunities for equity, sign-on payments, and other forms of compensation, depending on the position and location. Conclusion If you are a motivated and experienced program manager, with a passion for driving innovation and improving customer experience, we encourage you to apply for this exciting opportunity. As a Senior Program Manager at arenaflex, you will have the chance to make a significant impact on a global scale, working with a talented team of professionals who share your passion for delivering exceptional customer experiences. Don't miss out on this opportunity to join a leading company and take your career to the next level. Apply now to become a part of the arenaflex team and help us shape the future of customer experience. Apply for this job