Experienced Shared Services Manager – Partner & Customer Service Continuous Improvement Leader (Remote)

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About Arenaflex

At arenaflex, we believe in the power of connection. Since our founding, we've been committed to creating more than just exceptional products and services—we've built a company dedicated to fostering meaningful relationships with our partners, customers, and communities. Our legacy is built on the belief that when we serve others with passion and dedication, we create something truly extraordinary.

Today, arenaflex stands at the forefront of innovation in customer experience and partner services. We're not just looking for employees—we're seeking visionary leaders who share our commitment to excellence and are driven by the desire to make a real difference. Our culture is rooted in service, integrity, and the relentless pursuit of improvement. When you join arenaflex, you become part of a team that celebrates creativity, embraces challenges, and truly cares about the people we serve.

We are currently seeking a talented Shared Services Manager to lead our Continuous Improvement initiatives within the Partner and Customer Service division. This is a remarkable opportunity for a results-driven professional who thrives in a dynamic, fast-paced environment and has a passion for transforming customer and partner experiences.

Position Overview

As a Shared Services Manager at arenaflex, you will play a pivotal role in shaping the future of our contact center operations. You'll be the driving force behind continuous improvement efforts that enhance service delivery for our valued partners and customers across multiple channels. This position offers the unique opportunity to leverage your expertise in process improvement, operational excellence, and stakeholder engagement to create measurable impact.

You'll work cross-functionally with diverse teams to identify opportunities, implement countermeasures, and eliminate inefficiencies that stand in the way of delivering intuitive, effortless service experiences. Your contributions will directly influence brand affinity, customer loyalty, and operational efficiency while reducing contact volume and driving cost savings.

What You'll Do

As a Shared Services Manager focusing on Continuous Improvement, your responsibilities will include:

• Leading Transformation Initiatives: Spearhead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers. You'll pair an obsession for operational excellence with your continuous improvement expertise to coordinate and lead transformational improvement projects that deliver measurable results.
• Cross-Functional Collaboration: Work collaboratively across departments to improve contact center service experiences for customers, partners, and agents. Utilize Continuous Improvement tools and methodologies to discover opportunities and implement effective countermeasures.
• Waste Elimination & Cost Reduction: Identify and eliminate waste, mitigate risk, reduce costs, and drive operational excellence throughout the contact center ecosystem. Your analytical approach will uncover hidden inefficiencies and transform them into opportunities for improvement.
• Strategy Execution: Support the broader strategy to deliver intuitive and effortless service experiences across multiple contact channels. Drive brand affinity and grow customer loyalty while optimizing operational performance.
• Coaching & Mentorship: Guide and mentor cross-functional partners through problem-solving activities and improvement projects. Share your expertise to build organizational capability and foster a culture of continuous improvement.
• Education & Enablement: Educate team members on operational improvement principles and Continuous Improvement methodologies. Develop training materials and facilitate workshops that empower others to identify and solve problems independently.
• Risk Mitigation: Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center environment. Implement robust controls and monitoring mechanisms to protect both arenaflex and our customers.
• Process Innovation: Design and implement innovative solutions that enhance operational efficiency and improve the overall partner and customer experience. Your creative problem-solving skills will be crucial in developing standards for future use.

What We're Looking For

Essential Qualifications

• Experience: Minimum of 5 years working across functional areas to develop effective business solutions that align with company and business unit objectives. You must demonstrate a track record of successfully delivering projects that drive measurable business value.
• Project Management: At least 3 years of experience in implementation and/or project management, with the ability to lead multiple initiatives simultaneously while maintaining attention to detail and meeting deadlines.
• Requirements Analysis: Three or more years conducting requirements gathering and analysis, with the ability to translate complex business needs into actionable project specifications.
• Relationship Building: Expert ability to build and establish relationships across multiple levels, both within and external to the organization. You must be comfortable navigating complex organizational structures and influencing stakeholders at all levels.
• Change Management: Skilled in influencing and managing change, with demonstrated success in leading organizations through transformation initiatives.
• Adaptability: Ability to thrive in a fast-paced and changing environment. You must be comfortable with ambiguity and able to pivot quickly as business needs evolve.
• Decision-Making: Strong decision-making skills with the ability to analyze complex situations, weigh alternatives, and make sound judgments that align with organizational objectives.
• Problem-Solving Framework: Ability to apply a structured problem-solving framework to address business challenges systematically and effectively.
• Process Improvement: Demonstrated experience in process improvement, whether formal (such as Lean, Six Sigma, or similar methodologies) or informal.
• Education: Bachelor's degree or significant relevant experience that demonstrates equivalent knowledge and capabilities.
• Contact Center Expertise: Hands-on experience designing tools for operations supporting contact centers or customer experience environments.
• Business Acumen: Strong organizational planning, development, and business judgment skills.
• Innovation Track Record: Demonstrated history of delivering innovative solutions that address complex business challenges.
• Root Cause Analysis: Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.

Preferred Qualifications

• Advanced certifications in Lean, Six Sigma, or other continuous improvement methodologies


• Experience in a multi-channel contact center environment


• Background in fraud prevention and risk management within customer service operations


• Experience working with outsourced contact center operations


• Knowledge of customer experience design principles


• Familiarity with workforce management and contact center technology platforms

Skills & Competencies

To succeed in this role, you'll need to bring a diverse set of skills and competencies:

• Analytical Thinking: Strong analytical capabilities with the ability to interpret data, identify trends, and draw meaningful insights that drive informed decision-making.
• Communication Excellence: Exceptional verbal and written communication skills, with the ability to present complex information clearly and persuasively to diverse audiences.
• Leadership Presence: Natural leadership abilities with the confidence to influence others and drive results without formal authority.
• Strategic Mindset: Ability to think strategically while maintaining focus on tactical execution and measurable outcomes.
• Technical Proficiency: Comfortable working with various technology platforms and tools used in contact center operations and process improvement.
• Customer Focus: Deep commitment to understanding and exceeding customer expectations while balancing organizational needs.
• Collaborative Spirit: Genuine enjoyment of working with others and building strong partnerships across functional boundaries.

Career Growth & Development

At arenaflex, we invest in the growth and development of our team members. As a Shared Services Manager, you'll have access to numerous opportunities for professional advancement:

• Leadership Pathways: This role serves as a stepping stone to senior leadership positions within the organization, including Director-level roles and beyond.
• Skill Development: Access to comprehensive training and development programs that enhance your continuous improvement expertise, leadership capabilities, and business acumen.
• Cross-Functional Exposure: Opportunities to work with various departments and business units, broadening your understanding of the organization and expanding your professional network.
• Innovation Labs: Participation in innovation initiatives and special projects that allow you to explore new approaches and contribute to organizational transformation.
• Mentorship Programs: Both receiving guidance from senior leaders and mentoring junior team members, fostering a culture of knowledge sharing and growth.

Work Environment & Culture

We're proud to offer a flexible and supportive work environment that promotes work-life balance and professional fulfillment:

• Remote Work Flexibility: Enjoy the convenience of working remotely while staying connected to your team and organization. This position allows you to work from the comfort of your home office while still being fully integrated into our collaborative culture.
• Hybrid Options: For candidates in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week, providing the best of both worlds.
• Inclusive Culture: Join a team that values diversity and inclusion. We believe that different perspectives make us stronger and more innovative.
• Collaborative Atmosphere: Work in an environment that encourages open communication, creative thinking, and mutual support.
• Modern Tools & Technology: Access to cutting-edge tools and technology that enable you to work efficiently and effectively.

Compensation & Benefits

At arenaflex, we believe in recognizing and rewarding our team members for their contributions. We offer a comprehensive compensation and benefits package designed to support your wellbeing and financial security:

• Competitive Pay: Attractive salary that reflects your experience, skills, and contributions.
• Tuition Assistance: 100% tuition coverage through our comprehensive education assistance program, enabling you to pursue advanced degrees and professional certifications.
• Health Coverage: A variety of health plans to choose from, ensuring you and your family have access to quality healthcare.
• Equity Programs: Stock and savings programs, including equity reward programs that allow you to share in the company's success.
• Flexible Scheduling: Flexible scheduling options that accommodate your personal and professional needs.
• Paid Time Off: Generous paid time off policies that allow you to recharge and maintain work-life balance.
• Additional Perks: Many other benefits designed to support your overall wellbeing and job satisfaction.

Join Our Team

If you're passionate about continuous improvement, committed to delivering exceptional customer experiences, and excited about the opportunity to make a meaningful impact, we want to hear from you! This is your chance to showcase your Continuous Improvement expertise and passion for making it easy for customers to get the help they need.

At arenaflex, we believe that every team member has the power to inspire change and create positive experiences for our customers and partners. Your unique skills and perspectives will help us continue to innovate and grow while maintaining our commitment to service excellence.

Apply today and become part of a team that's dedicated to inspiring with every interaction. Together, we'll continue to build something extraordinary.

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.