Job Description
Imagine what you could do here! The people here at arenaflex don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At arenaflex, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the arenaflex Store Online team, we are responsible for arenaflex's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything arenaflex, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
Join the Retail Customer Care Optimization team and lead the way in transforming the digital assisted-shopping experience for our global customers. We are looking for a candidate who deeply understands the needs and preferences of online shoppers, possesses a customer-centric attitude, and can translate complex information into clear, actionable insights.
- *About the Role:**
Ready to make a significant impact in the world of digital customer engagement? Join us and be a key player in operationalizing our Chat programs. You'll collaborate with cross-functional teams to shape the RCC customer engagement strategy, enable exciting new features, develop business performance plans and ensure peak event readiness. This dynamic role demands strong enterprise program management experience and a strategic approach to drive business growth and scalability.
- *Responsibilities:**
- Formulate and implement comprehensive strategies to drive the development and enhancement of chat systems, insuring they align with our business goals and delight our customers.
- Strong problem-solving skills to troubleshoot issues and optimize performance; continuously innovate and stay ahead with the latest IVR technology trends.
- Influence decisions and facilitate change management through collaboration and leadership.
- Comfortable dealing with ambiguity in an unstructured environment.
- Contributes to an inclusive environment through respecting each others' differences and having the curiosity to learn.
- Demonstrates arenaflex's values of inclusion and diversity in daily activities.
- *Minimum Qualifications:**
- 6+ years working in project or program management.
- Exposure working at a tech company, in a technical industry, or in a role that embraces and utilizes emerging technology regularly.
- Experience working with various stakeholders and cross-functional partners to drive projects and/or programs forward, preferably at a global scale.
- *Preferred Qualifications:**
- 10+ years of experience in project or program management, preferably in an e-commerce environment or technical industry.
- Demonstrated experience in managing complex, cross-functional projects with methodologies like Agile, Scrum, and Waterfall; exceptional organizational and multitasking skills.
- Strong analytical skills to interpret call data and user interactions; adept with data visualization tools to produce insightful reports.
- Experience navigating customer journeys, context analysis, NLP functionality, delivery options and payment methods using research teams, data tools, dashboards and self-service methods.
- Able to aggregate diverse information sources to diagnose root causes of issues, delivering clear and compelling presentations to our senior executives.
- Seamlessly navigate through cross-functional teams and organizations to collaboratively tackle problems and lead successful project implementations.
- BA/BS or equivalent years of relevant professional experience working within a product, project, or program management role.
- *Pay & Benefits:**
At arenaflex, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $133,900 and $255,400, and your base pay will depend on your skills, qualifications, experience, and location.
arenaflex employees also have the opportunity to become an arenaflex shareholder through participation in arenaflex's discretionary employee stock programs. arenaflex employees are eligible for discretionary restricted stock unit awards, and can purchase arenaflex stock at a discount if voluntarily participating in arenaflex's Employee Stock Purchase Plan. You'll also receive benefits including:
- Comprehensive medical and dental coverage
- Retirement benefits
- A range of discounted products and free services
- For formal education related to advancing your career at arenaflex, reimbursement for certain educational expenses - including tuition
- Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation
Note: arenaflex benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
- *arenaflex is an Equal Opportunity Employer:**
arenaflex is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
- *How to Apply:**
If you are passionate about creating exceptional customer experiences and thriving in a fast-paced environment, this is the opportunity for you! Apply now to join the arenaflex team and be a part of revolutionizing digital customer engagement.
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