Continuous Improvement Manager – Partner & Customer Service Operations | Driving Operational Excellence in Contact Center Experience (Remote)

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About arenaflex

Welcome to arenaflex, where we're not just brewing opportunities—we're crafting connections and inspiring moments of human connection every single day. Since our founding, we set out to be a different kind of company—one that celebrates the rich traditions of our industry while bringing people together through exceptional experiences. We take pride in developing extraordinary leaders who share this passion and are guided by their unwavering commitment to service.

At arenaflex, we believe that true success comes from creating an environment where every partner (that's what we call our employees!) can thrive, grow, and make a meaningful impact. Our culture is built on respect, inclusion, and the belief that when we lift each other up, we all succeed. We're known worldwide for our commitment to quality, our innovative spirit, and our dedication to creating welcoming spaces where people feel they belong.

Now is an exciting time to join our team as we continue to evolve and transform our customer experience operations. We're looking for a passionate Continuous Improvement innovator who shares our vision for excellence and is ready to make their mark on the future of partner and customer service at arenaflex.

The Opportunity: Shared Services Manager, Partner & Customer Service

Are you a problem-solver at heart? Do you thrive on finding better ways to deliver exceptional service? Do you have a passion for continuous improvement and operational excellence? If so, we want to hear from you!

As a Shared Services Manager focusing on Continuous Improvement within our Partner and Customer Service division, you'll play a pivotal role in transforming how we deliver service experiences to our valued customers and partners. You'll be at the forefront of driving meaningful change across our contact center operations, working cross-functionally to eliminate waste, reduce costs, mitigate risks, and create seamless, effortless service experiences.

This is your opportunity to showcase your continuous improvement expertise and your passion for making it easy for customers and partners to get the help they need. You'll be instrumental in supporting our strategy to deliver intuitive, effortless service experiences across multiple contact channels, driving brand affinity, growing customer loyalty, and reducing contact volume through proactive problem-solving and innovative solutions.

Our Partner and Customer Service team supports our outsourced contact centers across multiple channels, supporting areas including customer relations, sales, human resources, order fulfillment, facilities and equipment, operations, and technical services. You'll be a key leader in this ecosystem, ensuring excellence in every interaction.

What You'll Do: Key Responsibilities

As a Shared Services Manager at arenaflex, you'll be responsible for leading continuous improvement efforts that evolve the service experience delivered by our contact centers. Your days will be filled with opportunities to make a real difference. Here's what you can expect:

• Lead Continuous Improvement Initiatives: You'll pair your obsession with operational excellence with your continuous improvement skills and expertise to coordinate and lead transformational improvement projects that have a lasting impact on our operations.
• Cross-Functional Collaboration: Work collaboratively across departments to improve contact center service experiences for customers, partners, and agents. Use Continuous Improvement tools and methods to discover opportunities and implement countermeasures that eliminate waste and drive operational excellence.
• Coaching and Mentorship: Coach and mentor cross-functional partners through problem-solving activities and improvement projects. Your guidance will help others eliminate waste, reduce costs, and achieve operational excellence in their respective areas.
• Education and Training: Educate team members on operational improvement and Continuous Improvement principles, building a culture of excellence and continuous learning throughout the organization.
• Risk Mitigation: Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting both the organization and our valued customers.
• Process Transformation: Support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, driving brand affinity and customer loyalty while reducing contact volume through proactive improvements.
• Project Leadership: Lead improvement projects from conception through implementation, ensuring alignment with company objectives and measurable outcomes.
• Stakeholder Engagement: Build and establish relationships across multiple levels, both within and external to the organization, influencing and managing change effectively.

What We're Looking For: Qualifications & Experience

Essential Qualifications

To be successful in this role, you'll need to bring a combination of experience, skills, and personal attributes that will allow you to thrive in our fast-paced, dynamic environment:

• Proven Experience: 5+ years working across functional areas to develop effective business solutions that align with company and business unit or department objectives. You should have a track record of delivering results that matter.
• Project Management: 3 years of implementation and/or project management experience, with the ability to lead complex initiatives from start to finish.
• Requirements Analysis: 3+ years conducting requirements gathering and analysis, with the ability to translate business needs into actionable solutions.
• Relationship Building: Expert in building and establishing relationships across multiple levels, both within and external to the organization. You know how to navigate complex stakeholder landscapes.
• Change Management: Skilled in influencing and managing change, with the ability to guide teams through transformation initiatives.
• Adaptability: Ability to work in a fast-paced and changing environment, remaining flexible and resilient when priorities shift.
• Decision-Making: Strong decision-making skills that allow you to make informed choices even with incomplete information.
• Problem-Solving: Ability to apply a structured problem-solving framework to tackle complex challenges systematically.
• Process Improvement: Process improvement experience, whether formal or informal. You've likely been the person who identifies a better way and makes it happen.
• Education: Bachelor's degree or significant relevant experience that has prepared you for this leadership role.
• Contact Center Expertise: Hands-on experience designing tools for operations supporting contact centers or customer experience. You understand the unique challenges and opportunities in this space.
• Business Acumen: Strong organizational planning, development, and business judgment that enables strategic thinking.
• Innovation: A demonstrated history of delivering innovative solutions that drive meaningful improvement.
• Root Cause Analysis: Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.

Preferred Qualifications

While not required, the following qualifications would make you an even stronger candidate:

• Advanced degree in Business, Operations Management, or a related field


• Lean Six Sigma certification (Green Belt or Black Belt)


• Experience in a multi-channel contact center environment


• Previous experience in a remote or distributed team setting


• Knowledge of contact center technologies and platforms


• Familiarity with fraud prevention and mitigation strategies

Skills & Competencies for Success

Beyond your experience and qualifications, we look for candidates who embody certain key competencies that are essential for success at arenaflex:

• Analytical Thinking: You have a natural ability to analyze data, identify patterns, and draw meaningful insights that drive decision-making.
• Communication Excellence: Your written and verbal communication skills allow you to present complex ideas clearly and persuasively to diverse audiences.
• Strategic Mindset: You think beyond immediate tasks to consider broader organizational goals and long-term implications.
• Customer Focus: You genuinely care about the customer experience and are passionate about making things easier for those you serve.
• Collaborative Spirit: You thrive in team environments and know how to build consensus among diverse stakeholders.
• Initiative & Proactivity: You don't wait for problems to arise—you identify opportunities for improvement before they become issues.
• Resilience: You bounce back from setbacks and maintain a positive attitude even when facing challenges.

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our partners' growth and development. When you join our team as a Shared Services Manager, you're not just taking a job—you're starting a career journey with endless possibilities.

Here's what you can expect in terms of professional development:

• Leadership Development: Access to comprehensive leadership training programs that will help you grow into future leadership roles within the organization.
• Continuous Learning: Opportunities to expand your knowledge of Continuous Improvement methodologies, including Lean, Six Sigma, and other industry-leading frameworks.
• Career Advancement: A clear path for career progression within the organization, with opportunities to take on increased responsibilities and leadership roles.
• Cross-Functional Exposure: Experience working across multiple functional areas, giving you a well-rounded perspective of the business.
• Industry Recognition: Being part of a globally recognized brand that values innovation and excellence opens doors to opportunities you won't find elsewhere.

Work Environment & Culture

One of the greatest benefits of joining arenaflex is becoming part of a culture that truly cares about its partners. We believe that when our partners thrive, our business thrives, and we're committed to creating an environment where everyone can succeed.

Remote Work Flexibility: This position offers remote work flexibility, allowing you to work from the comfort of your home while staying connected with your team. We believe in trusting our partners to manage their work in a way that maximizes productivity and work-life balance. For partners in the greater Seattle area, we offer a flexible workplace that allows for hybrid work, with the ability to work remotely up to two days per week.

Inclusive Culture: We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this diversity enables us to better meet our mission and values while serving customers throughout our global communities. At arenaflex, you'll find a community that celebrates differences and fosters belonging.

Collaborative Atmosphere: You'll work alongside talented professionals who are passionate about what they do. Our collaborative culture encourages open communication, idea-sharing, and mutual support.

Innovation-Friendly Environment: We encourage creativity and innovation at all levels. Your ideas matter, and you'll have the opportunity to contribute to meaningful improvements that impact our customers, partners, and business.

Compensation & Benefits

At arenaflex, we believe in recognizing our partners for the valuable contributions they make. We offer a comprehensive compensation and benefits package designed to support your wellbeing and financial security:

• Competitive Pay: We offer competitive salary packages that reflect your experience, skills, and contributions.
• Health Coverage: Comprehensive health coverage with a variety of plans to choose from, ensuring you and your family have access to quality healthcare.
• Tuition Assistance: 100% tuition coverage through our College Achievement Plan, supporting your ongoing education and professional development.
• Equity & Savings Programs: Stock and savings programs, including equity reward programs that allow you to share in the company's success.
• Flexible Scheduling: We understand that life happens, which is why we offer flexible scheduling options to help you balance work and personal commitments.
• Paid Time Off: Generous paid time off policies that allow you to rest, recharge, and spend time with your loved ones.
• Partner Discounts: Enjoy exclusive discounts on our products and services.
• Wellness Programs: Access to wellness resources and programs that support your physical, mental, and emotional wellbeing.

Visit our benefits website for detailed information about all the perks and protections available to arenaflex partners.

Join Our Team

If you're ready to bring your passion for continuous improvement and operational excellence to a company that truly values its partners, we want to meet you! This is your opportunity to make a meaningful impact, grow your career, and be part of something special.

At arenaflex, we inspire with every cup—and every career. Apply today and start your journey with a company that's committed to helping you succeed!

We're excited to review your application and learn more about how you can contribute to our team. Take the first step toward an exciting new chapter in your career—we can't wait to see what you'll bring to arenaflex!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us.