Manager, Customer Experience Partner Success – Lead Global Support Operations Excellence

• --

About arenaflex

Welcome to arenaflex – a leading technology and logistics company that is transforming how people think about delivery and local commerce. What started as a revolutionary approach to on-demand food delivery has evolved into a comprehensive platform that connects consumers with merchants, drivers, and businesses across virtually every category of goods and services. At arenaflex, we believe that powerful logistics infrastructure can empower local economies, create meaningful income opportunities, and make everyday life more convenient for millions of people worldwide.

Our commitment to excellence extends beyond our core delivery operations. We are dedicated to building world-class customer support experiences that match the speed, reliability, and innovation that define our brand. As we continue to expand globally, we are seeking a talented and driven professional to join our Customer Experience team and help shape the future of how we serve our diverse community of customers, merchants, and delivery partners.

About the Role

arenaflex is currently seeking a dynamic and experienced Manager, Customer Experience Partner Success to oversee and elevate the quality of our global customer support operations. This is a pivotal leadership position that sits at the intersection of operational excellence, partner management, and customer satisfaction. In this role, you will be responsible for ensuring that our third-party support partners (Business Process Outsourcing providers) consistently deliver exceptional service experiences that align with arenaflex's high standards and brand values.

You will report directly to the Senior Director of Customer Experience Partner Success and work closely with cross-functional teams including Training, Quality Assurance, Operations, and Product. While we have a strong preference for candidates located near one of our hub offices, we are also open to considering exceptional remote candidates who demonstrate the right fit for our culture and requirements.

What You'll Do

As a Manager, Customer Experience Partner Success at arenaflex, you will play a critical role in driving performance excellence across our global support network. Your primary responsibilities will include:

• Performance Analysis & Reporting: Develop, create, and leverage existing reporting mechanisms to identify areas for improvement in performance metrics and productivity. You will conduct deep-dive analyses to uncover root causes of performance gaps and implement data-driven solutions.
• Quality Monitoring Programs: Design and execute comprehensive quality monitoring programs that drive measurable behavioral changes among support agents. This includes developing scoring rubrics, conducting calibration sessions, and implementing coaching strategies that lead to sustained performance improvements.
• Training & Content Collaboration: Partner with our Training and Content teams to ensure compliance with new launches, processes, and policies. You will help develop training materials, identify knowledge gaps, and facilitate knowledge transfer sessions with support partner teams.
• Multi-Site Quality Management: Maintain and oversee quality performance across multiple support sites, ensuring each location meets or exceeds established targets and Key Performance Indicators (KPIs).
• Business Reviews: Conduct regular business reviews with support partner leadership teams to discuss performance trends, address challenges, and celebrate successes. You will serve as the primary point of contact for strategic discussions and continuous improvement initiatives.
• Process Improvement: Identify, propose, and implement process and project improvements that enhance operational efficiency, reduce friction, and improve overall customer satisfaction.
• Cross-Functional Collaboration: Work cross-functionally across arenaflex to identify opportunities for business improvement by deeply understanding customer needs and pain points. You will proactively identify and investigate trends early and often.

Additional Responsibilities: This role may require approximately 20% travel (both domestic and international) to support partner sites, conduct in-person training sessions, and attend strategic planning meetings.

What We're Looking For

We are seeking a candidate who brings a unique blend of analytical prowess, leadership capabilities, and passion for customer experience excellence. The ideal candidate will have:

Essential Qualifications:

• A Bachelor's degree in a quantitative field (such as Statistics, Mathematics, Economics, Business Analytics) or a business-related discipline. Alternatively, four or more years of equivalent work experience in quantitative or business roles will be considered in lieu of a degree.
• Demonstrated experience leading quality excellence and improvement initiatives across multiple customer support sites or contact centers.
• Strong analytical skills with the ability to synthesize large datasets into actionable insights. You should be comfortable with root cause analysis and have a data-driven approach to problem-solving.
• Excellent communication skills – both written and verbal – with the ability to present complex information clearly and concisely. Proficiency in creating compelling visual presentations is a plus.
• Exceptional organizational skills with keen attention to detail, demonstrating strong planning and follow-through capabilities.
• Ability to thrive in a fast-paced, rapidly evolving, team-oriented environment while managing multiple deadlines and priorities simultaneously.
• An ownership mindset characterized by a focus on quality, results-driven approach, proactivity, and continuous self-improvement.

Preferred Qualifications:

• Previous experience in the on-demand delivery, logistics, or technology sector.
• Familiarity with customer experience management platforms and quality monitoring tools.
• Experience working with global or distributed teams across different time zones.
• Six Sigma, Lean, or similar process improvement certification.
• Prior experience managing relationships with BPO (Business Process Outsourcing) partners.

Skills & Competencies Required for Success

To excel in this role at arenaflex, you will need to demonstrate a robust set of competencies that reflect both your technical abilities and interpersonal strengths:

• Data Analytics & Visualization: Proficiency in analyzing complex datasets, creating meaningful reports, and using data to drive decision-making. Experience with tools like SQL, Tableau, or similar platforms is highly valued.
• Quality Management: Strong understanding of quality assurance methodologies, including call monitoring, scorecard development, and performance coaching.
• Strategic Thinking: Ability to see the big picture while managing day-to-day operations, with a focus on long-term strategy and continuous improvement.
• Stakeholder Management: Experience working with external partners and internal stakeholders at various levels of the organization.
• Change Management: Capability to lead and adapt to change, helping teams navigate transitions smoothly while maintaining morale and productivity.
• Problem-Solving: A natural curiosity and systematic approach to identifying problems, analyzing root causes, and implementing effective solutions.
• Emotional Intelligence: Strong interpersonal skills that enable you to build relationships, influence others, and navigate sensitive situations with empathy and professionalism.

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people and supporting their professional development. This role offers exceptional opportunities for career growth and advancement within a rapidly scaling technology company. As you succeed in this position, you will:

• Gain exposure to multiple aspects of the business, including operations, technology, product, and strategy.
• Develop expertise in global customer experience management within the dynamic on-demand delivery industry.
• Build a strong foundation for future leadership roles, including Director, VP, and senior executive positions within arenaflex.
• Access ongoing training and development programs, including leadership training, technical skills workshops, and industry certifications.
• Work alongside talented professionals from diverse backgrounds who are passionate about transforming the way people interact with local businesses.

Our culture encourages internal mobility and promotes from within whenever possible. Many of our senior leaders began their careers in operational roles and have grown into strategic positions across the organization.

Work Environment & Company Culture

arenaflex is more than just a workplace – it's a community of innovators, problem-solvers, and customer advocates who are united by a common mission to empower local economies. Here's what you can expect when you join our team:

• Dynamic and Fast-Paced: We move quickly, iterate often, and embrace change as an opportunity for growth. No two days will be the same, and you will be challenged to think on your feet and adapt to new priorities.
• Collaborative Spirit: We believe that the best solutions come from diverse perspectives and cross-functional teamwork. You will have the opportunity to collaborate with colleagues across departments and geographies.
• Innovation-Focused: We encourage experimentation and value employees who bring fresh ideas to the table. Your voice matters, and we want you to challenge the status quo.
• Inclusive Environment: We are committed to building a workplace where everyone feels welcome, respected, and empowered to do their best work. We celebrate diversity and believe it strengthens our organization.
• Remote Flexibility: For eligible roles, we offer flexible work arrangements that allow you to balance your professional and personal priorities.

Compensation & Benefits

arenaflex is committed to offering competitive compensation and comprehensive benefits that support your overall well-being. In this role, you can expect:

• Hourly Rate: $25.00 per hour, with opportunities for performance-based increases over time.
• Health & Wellness: Comprehensive health insurance coverage including medical, dental, and vision plans. We also offer mental health resources and wellness programs to support your holistic well-being.
• Financial Security: A 401(k) retirement plan with company matching, short-term and long-term disability insurance, and life insurance coverage.
• Family Support: Generous paid parental leave for new parents, as well as resources and support for families navigating the challenges of caregiving.
• Time Off: Competitive PTO (Paid Time Off) policy, paid holidays, and sick leave to help you recharge and maintain work-life balance.
• Professional Development: Access to learning resources, training programs, and tuition reimbursement for eligible employees.
• Equity Opportunities: Eligible employees may receive equity awards, giving you a stake in arenaflex's continued success and growth.
• Additional Perks: Employee assistance programs, commuter benefits, and exclusive discounts on arenaflex services and partner offerings.

Note: The actual compensation for this position will be determined based on factors including your relevant experience, skills, and work location. For remote positions, compensation may be adjusted based on the employee's primary work location.

Our Commitment to Diversity & Inclusion

At arenaflex, we are dedicated to fostering a diverse, equitable, and inclusive workplace where every individual has the opportunity to thrive. We believe that diversity drives innovation and strengthens our ability to serve our broad community of customers, delivery partners, and merchants.

We are proud to be an equal opportunity employer. We do not discriminate based on race, color, ancestry, national origin, religion, age, gender, marital or domestic partner status, sexual orientation, gender identity or expression, disability status, veteran status, or any other protected characteristic. We also prohibit harassment or discrimination based on any protected classification, and we strive to prevent subtler forms of inappropriate behavior (such as stereotyping) from taking root in our workplace.

We strongly encourage applications from individuals who identify as women, non-binary or gender non-conforming, LGBTQIA+, Native American or Indigenous, Black or African American, Hispanic or Latinx, Native Hawaiian or Pacific Islander, individuals with disabilities, parents and caregivers, veterans, and members of other underrepresented groups.

If you require any accommodations during the application or interview process, please let your recruiting contact know so we can support your needs.

Join Us

Are you ready to make an impact? Are you passionate about delivering exceptional customer experiences and driving operational excellence? If so, we invite you to apply for the Manager, Customer Experience Partner Success role at arenaflex.

This is a unique opportunity to join a high-growth company at the forefront of the on-demand economy, where your work will directly impact millions of customers and partners around the world. You will be part of a team that values innovation, collaboration, and putting customers first – always.

We can't wait to see what you'll bring to arenaflex. Apply today and take the first step toward an exciting and rewarding career with us!