Join arenaflex: Redefining Customer Experience Excellence

Are you ready to be part of something extraordinary? At arenaflex, we believe that true success isn't just about what we create—it's about the connections we build and the experiences we deliver. We're not just another company; we're a global leader committed to transforming how organizations interact with their customers and partners every single day.

From our inception, arenaflex set out to be fundamentally different. We celebrate not only the rich traditions of our industry but also the feeling of genuine connection that comes from exceptional service. We're renowned for developing extraordinary leaders who share this passion and are guided by their unwavering commitment to service others. Now, we're looking for a visionary Shared Services Manager to join our Partner & Customer Service team and help us continue this legacy of excellence.

This is more than just a job—it's an opportunity to shape the future of customer experience, drive meaningful operational improvements, and make it genuinely easy for customers and partners to get the support they need. If you're a continuous improvement innovator at heart, we want to hear from you.

About the Role

As a Shared Services Manager at arenaflex, you'll play a pivotal role in elevating our contact center service experiences to new heights. You'll work cross-functionally to identify opportunities, implement countermeasures, and drive operational excellence across multiple contact channels. Your expertise in Continuous Improvement (CI) methodologies will be instrumental in eliminating waste, mitigating risk, reducing costs, and delivering intuitive, effortless service experiences that drive brand affinity and customer loyalty.

The Partner & Customer Service team at arenaflex supports our outsourced contact centers across diverse channels, encompassing customer relations, sales, human resources, order fulfillment, facilities and equipment, operations, and technical services. You'll be at the forefront of transforming how we serve our customers and partners, ensuring every interaction leaves a positive, lasting impression.

What You'll Do

As a Shared Services Manager, you'll be responsible for:

Leading Continuous Improvement Initiatives: You'll spearhead transformative improvement projects that evolve the service experience delivered by our contact centers. Your passion for operational excellence, combined with your CI expertise, will enable you to coordinate and lead initiatives that fundamentally change how we operate.

Coaching and Mentoring: You'll guide cross-functional partners through problem-solving activities and improvement projects, helping them eliminate waste, reduce costs, and achieve operational excellence. Your ability to educate and inspire others will be key to our collective success.

Driving Operational Excellence: You'll educate team members on operational improvement and CI principles, fostering a culture of continuous learning and development across the organization.

Risk Mitigation: You'll coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting both our organization and our valued customers.

Strategy Execution: You'll support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, driving brand affinity, growing customer loyalty, and reducing contact volume.

Stakeholder Collaboration: You'll build and maintain relationships across multiple levels within and external to the organization, ensuring alignment and collaboration on key initiatives.

What We're Looking For

Essential Qualifications

Experience: 5+ years working across functional areas to develop effective business solutions that align with company and business unit objectives. You've successfully navigated complex organizational landscapes and delivered results.

Project Management: 3 years of implementation and/or project management experience, with a proven track record of seeing initiatives through from conception to completion.

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 influence and get things done.

Change Management: Skilled in influencing and managing change in dynamic environments. You thrive when things are evolving and can help others navigate transitions.

Adaptability: Ability to work in a fast-paced and changing environment. You're comfortable with ambiguity and can pivot when needed.

Decision Making: Strong decision-making skills that balance analytical rigor with practical business considerations.

Problem Solving: Ability to apply a structured problem-solving framework to complex challenges.

Process Improvement: Process improvement experience (formal or informal) with a passion for making things better.

Education: Bachelor's degree or significant relevant experience that has prepared you for this role.

Preferred Qualifications

Hands-on experience designing tools for operations supporting contact centers or customer experience environments.

Strong organizational planning, development, and business judgment capabilities.

Demonstrated history of delivering innovative solutions that have made a measurable impact.

Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.

Knowledge of contact center operations, customer relationship management, and service delivery models.

Familiarity with Lean, Six Sigma, or other Continuous Improvement methodologies.

Skills That Will Make You Successful

At arenaflex, we value candidates who bring a unique blend of technical expertise and interpersonal skills. The ideal candidate will demonstrate:

Analytical Thinking: You can dissect complex problems, identify root causes, and develop data-driven solutions that deliver measurable results.

Executive Presence: You can communicate effectively with stakeholders at all levels, from front-line agents to senior leadership.

Innovation Mindset: You're not satisfied with the status quo and are always looking for better ways to serve customers and partners.

Collaborative Spirit: You understand that great achievements come from working together and know how to build consensus across diverse teams.

Customer Focus: Everything you do is viewed through the lens of how it impacts the customer experience.

Resilience: You can navigate challenges with grace and maintain momentum even when facing obstacles.

Career Growth and Development

At arenaflex, your career growth is our priority. As a Shared Services Manager, you'll have access to numerous opportunities for professional development, including:

Leadership Development Programs: We invest in developing our people into the leaders of tomorrow through structured programs and mentorship opportunities.

Continuous Improvement Certification: We'll support your journey toward advanced CI certifications, including Lean Six Sigma Green Belt or Black Belt training.

Cross-Functional Exposure: You'll work with teams across the organization, giving you a broad understanding of our business and valuable connections for future career moves.

Career Advancement Paths: This role serves as a launching pad for senior leadership positions within our Operations, Customer Experience, or Strategy teams.

Learning Resources: Access to online learning platforms, industry conferences, and professional development workshops.

Work Environment and Culture

We believe that great work happens when people feel valued, supported, and inspired. At arenaflex, we foster a culture that celebrates diversity, encourages innovation, and prioritizes wellbeing. Here's what you can expect:

Flexible Work Arrangements: This is a remote position, giving you the flexibility to work from home while staying connected with your team. We believe in trust-based work arrangements that empower you to do your best work.

Collaborative Culture: You'll join a team of passionate professionals who are committed to excellence and supporting each other's success.

Inclusive Environment: We're committed to creating a diverse and welcoming workplace where everyone belongs. We believe that diverse perspectives make us stronger and better serve our customers.

Innovation Time: We encourage creative thinking and provide opportunities to explore new ideas that can improve our operations and customer experience.

Compensation and Benefits

At arenaflex, we believe in rewarding our team members for the incredible value they bring to our organization. We offer a comprehensive compensation and benefits package that includes:

Competitive Pay: We offer industry-competitive salary packages that reflect your skills, experience, and contributions.

Health Coverage: Comprehensive health coverage with a variety of plans to choose from, ensuring you and your family have access to quality care.

Tuition Assistance: 100% tuition coverage through our Professional Growth Plan, supporting your continued education and skill development.

Equity & Savings Programs: Participate in our equity reward program and savings plans that help you build financial security.

Flexible Scheduling: We understand that life happens, which is why we offer flexible scheduling options to support work-life balance.

Paid Time Off: Generous PTO policies that allow you to recharge and come back refreshed.

Wellness Programs: Access to wellness resources and programs that support your physical, mental, and emotional wellbeing.

Why arenaflex?

When you join arenaflex, you're not just accepting a job—you're becoming part of a movement. We're transforming industries, creating meaningful connections, and making a real difference in the lives of millions of customers and partners around the world. Our commitment to excellence, innovation, and service sets us apart, and we want you to be part of our story.

We believe that when our people thrive, our business thrives. That's why we've created an environment where you can grow, learn, and make an impact. You'll work alongside talented individuals who share your passion for excellence and are committed to helping you succeed.

Every day presents new opportunities to innovate, solve problems, and deliver exceptional experiences. Join us, and together, we'll continue building something extraordinary.

Apply Today

If you're ready to take the next step in your career and make a meaningful impact, we encourage you to apply today. We're looking for passionate, results-driven individuals who are ready to help us shape the future of customer experience.

At 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're committed to creating a diverse and welcoming workplace that includes employees 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 strongly 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.

Join us and inspire with every interaction. Apply today and start your journey with arenaflex!

Shared Services Manager – Partner & Customer Experience Excellence (Remote)