Job Description
At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional experiences to our customers and partners. As a shared services manager, you'll play a vital role in shaping the future of our contact centers, driving operational excellence, and making it easy for customers to get help. About arenaflex arenaflex is a dynamic and innovative company that's dedicated to creating a culture of connection and community. We're known for our commitment to developing extraordinary leaders who share our passion for service and our dedication to making a positive impact on the world.
As a shared services manager, you'll be part of a team that's driven by a shared vision of excellence and a passion for continuous improvement. Job Summary As a shared services manager, you'll work cross-functionally to improve contact center service experiences for customers, partners, and agents. You'll use continuous improvement tools and methods to discover opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce bolthires, and drive operational excellence. You'll support the strategy to deliver intuitive and effortless service experiences across multiple contact channels, drive brand affinity, grow customer loyalty, while reducing contact volume.
Key Responsibilities * Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers. You'll pair an obsession with operational excellence with continuous improvement skill and expertise to coordinate and lead transformational improvement projects. * Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce bolthires, and drive operational excellence. * Educate team members on operational improvement and bolthires principles.
* Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center. * Develop and implement process improvements to enhance customer experience and reduce contact volume. * Collaborate with cross-functional teams to identify and prioritize improvement opportunities. * Analyze data and metrics to measure the effectiveness of improvement initiatives and make data-driven decisions. Essential Qualifications * 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
* 3 years of experience in implementation and/or project management. * 3+ years of experience conducting requirements gathering and analysis. * Expertise in building and establishing relationships across multiple levels, both within and external to the organization. * Skilled in influencing and managing change. * Ability to work in a fast-paced and changing environment. * Strong decision-making skills. * Ability to apply a structured problem-solving framework. * Process improvement experience (formal or informal).
* Bachelor's degree or significant relevant experience. * Hands-on experience designing tools for operations supporting contact centers or customer experience. * Strong organizational planning, development, and business judgment. * Demonstrated history of delivering innovative solutions. * Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use. Preferred Qualifications * Experience working in a contact center environment. * Knowledge of continuous improvement methodologies and tools.
* Experience with data analysis and metrics. * Certification in Lean, Six Sigma, or other continuous improvement methodologies. * Experience with project management tools and software. Skills and Competencies * Strong leadership and coaching skills. * Excellent communication and interpersonal skills. * Ability to work in a fast-paced and changing environment. * Strong analytical and problem-solving skills. * Ability to apply a structured problem-solving framework. * Experience with process improvement and change management.
* Strong organizational planning, development, and business judgment. * Demonstrated history of delivering innovative solutions. * Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use. Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their careers. As a shared services manager, you'll have access to a range of learning and development opportunities, including: * Training and development programs to enhance your skills and knowledge.
* Mentorship and coaching from experienced leaders. * Opportunities for career advancement and professional growth. * Access to a range of benefits and perks, including flexible scheduling, paid time off, and a comprehensive compensation package. Work Environment and Company Culture arenaflex is a dynamic and innovative company that's committed to creating a culture of connection and community. As a shared services manager, you'll be part of a team that's driven by a shared vision of excellence and a passion for continuous improvement.
We're proud to offer a flexible and inclusive work environment that allows our employees to thrive and grow. Compensation, Perks, and Benefits arenaflex is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time employees. Benefits include: * Competitive pay and benefits package. * 100% tuition coverage through our arenaflex College Achievement Plan. * Health coverage with a variety of plans to choose from. * Stock & savings programs like our equity reward program, Bean Stock.
* Flexible scheduling and opportunities for paid time off. * Access to a range of benefits and perks, including free coffee and a comprehensive compensation package. If you're a motivated and experienced professional who's passionate about delivering exceptional customer experiences, we'd love to hear from you. Please apply including your resume and a cover letter, to. We're an equal opportunities employer and welcome applications from diverse candidates. Equal Opportunities Employer arenaflex is an equal opportunities employer and welcomes applications from diverse candidates.
We're committed to creating a culture of inclusion and diversity, and we believe that this 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 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 Corporation is committed to offering reasonable accommodations to job applicants with disabilities.
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