Job Description
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Partner Manager, Customer Experience, you'll play a pivotal role in building and maintaining strategic relationships with external partners to ensure seamless operations, maximize customer satisfaction, and drive business growth. 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 Direct-to-Consumer industry, dedicated to creating immersive experiences that captivate and inspire our audiences. Our commitment to excellence is reflected in our cutting-edge technology, exceptional customer service, and a culture that values creativity, innovation, and collaboration. As a Partner Manager, Customer Experience, you'll be part of a dynamic team that's shaping the future of entertainment and media. **Key Responsibilities** As a Partner Manager, Customer Experience, your primary focus will be on building and maintaining strong relationships with external partners to ensure smooth operations, maximize customer satisfaction, and drive business growth. Your key responsibilities will include: * **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, co-developing action plans, and monitoring outliers. * **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 BPO 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. * **Lead weekly and monthly meetings**: Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results. * **Provide insights and recommendations**: Provide insights and recommendations for executive meetings (MBR/QBR). * **Drive 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. * **Bring the voice of the customer**: Bring the voice of the customer and advocates to stakeholders to develop new features, processes, and tools to improve the viewer experience. * **Audit 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** To succeed in this role, you'll need: * **Bachelor's degree in Business Administration, Business Management, or similar** * **3+ years working in high-volume customer-facing environments, with operational leadership experience** * **5+ years operational leadership experience** * **Ability to travel internationally as needed** * **Experience in building and managing internal or external teams** * **Excellent communication and interpersonal skills to build rapport with partners** * **Analytical skills to monitor partner performance and identify areas for improvement** * **Flexible and willing to support operations, including some weekends, nights, and holidays** * **Project management skills to oversee partnership initiatives** * **Proven ability to lead through influence and advocacy** * **Problem-solving skills for multiple, complex issues, including escalations management** **Preferred Qualifications** * **3+ years working in a Partner/Vendor company or managing relationships with BPO Partners** * **Strong business acumen and understanding of the BPO industry** **What We Offer** As a Partner Manager, Customer Experience at arenaflex, you'll enjoy a competitive compensation package, including: * **Base salary**: $103,500.00 to $138,800.00 per year (dependent on location and experience) * **Bonus and/or long-term incentive units**: May be provided as part of the compensation package * **Full range of medical, financial, and/or other benefits**: Dependent on the level and position offered **Why Join arenaflex?** At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. We believe in fostering a culture that values creativity, innovation, and collaboration, and we're passionate about making a positive impact on our customers and communities. If you're a motivated and results-driven professional who shares our values, we encourage you to apply. **How to Apply** If you're ready to take your career to the next level and join a dynamic team that's shaping the future of entertainment and media, apply now! Visit our website to submit your application, and let's start a conversation about how you can contribute to our mission to deliver exceptional customer experiences. Apply for this job