Job Description
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key member of our team, you'll play a vital role in building and maintaining strategic relationships with external partners to drive business growth, maximize customer satisfaction, and achieve operational excellence. If you're a seasoned professional with a passion for fostering high-performance cultures and driving continuous improvements, we want to hear from you. **About arenaflex** arenaflex is a leading innovator in the industry, dedicated to pushing the boundaries of what's possible. Our team is comprised of talented individuals who share a common goal: to create a world where customers are at the heart of everything we do. With a strong focus on collaboration, innovation, and customer-centricity, we're constantly seeking new ways to improve and expand our services. **Job Summary** As an Experienced Partner Manager, Customer Experience, you'll be responsible for building and maintaining strategic relationships with external partners to ensure smooth operations, maximize customer experience, and achieve business goals. You'll act as a liaison between arenaflex and its partners, focusing on relationship management and driving mutual benefits. Your primary objective will be to ensure that our partners deliver exceptional customer experiences that reflect the arenaflex brand and values. **Key Responsibilities** * **Relationship Management**: Regularly communicate with partners to understand their needs, address concerns, and proactively manage expectations to foster strong, long-term relationships. * **Performance Monitoring**: Track key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality, and Speed to Answer Rates related to partner performance, identifying areas for improvement and collaborating with partners to optimize results. * **Internal Collaboration**: Work closely with internal teams, including Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO, to ensure seamless partner integration and alignment with company strategy. * **Partner Training and Support**: Provide ongoing training and support to partners on arenaflex services, processes, and systems to ensure their ability to effectively sell and deliver solutions. * **Issue Resolution**: Identify and resolve any partner-related issues promptly, acting as a point of contact for partner concerns and providing coaching or best practices to help elevate response. * **Market Analysis**: Stay updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities. * **Leadership**: Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results. * **Insights and Recommendations**: Provide insights and recommendations for executive meetings (MBR/QBR). * **Accountability and Improvements**: Drive accountability and improvements in agent-level performance via scorecard reporting, including tracking of corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, etc. * **Customer Voice**: Bring the voice of the customer and advocates to stakeholders to develop new features, processes, and tools to improve the viewer experience. * **Auditing and Compliance**: Responsible for auditing areas of the SOW, playbooks, etc. * **Administrative Support**: Provide administrative support tasks, including POs, invoicing follow-up, and payments. **What You'll Need** * **Bachelor's Degree**: In Business Administration, Business Management, or a similar field. * **Operational Leadership Experience**: 3+ years working in high-volume customer-facing environments, with operational leadership experience. * **Analytical Skills**: Ability to monitor partner performance and identify areas for improvement in driving continuous improvement in operational processes through partner leadership. * **Communication and Interpersonal Skills**: Excellent communication and interpersonal skills to build rapport with partners. * **Travel**: Ability to travel internationally as needed. * **Project Management Skills**: Proven ability to lead through influence and advocacy, with project management skills to oversee partnership initiatives. * **Problem-Solving Skills**: Problem-solving skills for multiple, complex issues, including escalations management. * **Flexibility**: Willingness to support operations, including some weekends, nights, and holidays. **Preferred Qualifications** * **Partner/Vendor Experience**: 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners. * **Business Acumen**: Strong business acumen and understanding of the BPO industry. * **Disability Accommodation**: Ability to provide disability accommodation for employment applications. **Why Join arenaflex?** * **Competitive Compensation**: The hiring range for this position is $103,500.00 to $138,800.00 per year, with a bonus and/or long-term incentive units may be provided as part of the compensation package. * **Full Range of Benefits**: Medical, financial, and/or other benefits, dependent on the level and position offered. * **Career Growth Opportunities**: arenaflex fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. * **Diversity and Inclusion**: The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers, including individuals with disabilities and veterans with disabilities. **How to Apply** If you're a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant supporting documents. We look forward to hearing from you! Apply for this job