Job Description
At arenaflex, we strive to be the most customer-centric company on earth. To do this, we look for the world's brightest minds, offering an environment in which they can advocate for customers and solve complex problems on their behalf, with ingenuity and simplicity. arenaflex Business Customer Service (ABCS) represents an incredible opportunity to address a vast new market segment and customer base for arenaflex. arenaflex Business Customer Service (ABCS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally. We, at ABCS, are looking for someone who is obsessed with customers and promotes continuous improvement as a culture, is organized self-starter Program Manager to drive projects that have direct impact on the operational and financial results.
- *About arenaflex**
arenaflex is a global leader in e-commerce, offering a wide range of products and services to customers worldwide. Our mission is to be the most customer-centric company on earth, and we achieve this by providing an environment in which our employees can advocate for customers and solve complex problems on their behalf. arenaflex Business Customer Service (ABCS) is a critical component of our customer experience strategy, and we are seeking a talented Program Manager II to join our team.
- *Job Summary**
We are seeking an experienced Program Manager II to join our arenaflex Business Customer Service (ABCS) team. As a Program Manager II, you will be responsible for driving projects and programs that have a direct impact on the operational and financial results of our business. You will partner with cross-functional teams to define and implement process improvements, drive customer experience excellence, and launch new programs across some of the fastest-growing markets in the world. If you are a results-oriented, high-energy individual with a passion for customer experience and a bias towards data-driven decision-making, we encourage you to apply for this exciting opportunity.
- *Key Responsibilities**
- Coordinate and complete projects and programs to drive customer experience excellence and operational efficiency.
- Oversee all aspects of international expansion customer and customer service agent experience.
- Set deadlines, assign responsibilities, and monitor and summarize progress.
- Prepare reports for leadership regarding the status of programs.
- Manage initiatives as part of the strategic roadmap of the ABCS Support Organization.
- Define areas of focus and opportunity supported by analysis.
- Develop solutions, identify owners, set delivery dates, and set up mechanisms to ensure programs are on track.
- Actively build relationships across Amazon Business teams to deliver on your roadmap.
- Partner with the Expansions team, Operation, and Support Function teams on a daily basis.
- Create a culture across the organization of listening to the Voice of the Customer (VOC) and enable mechanisms for percolating VOC across layers of the organization.
- Present metric progress in reviews to a wide range of audiences, including Directors and VPs.
- *A Day in the Life**
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. As a Program Manager II, you will be responsible for driving projects and programs that have a direct impact on the operational and financial results of our business. You will partner with cross-functional teams to define and implement process improvements, drive customer experience excellence, and launch new programs across some of the fastest-growing markets in the world.
- *Benefits Summary**
arenaflex offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
- *About the Team**
arenaflex Business is one of arenaflex's fastest-growing businesses, focused on enabling business customers to research, discover, and buy business, industrial, and scientific products in large catalogs. Our customers include individual professionals, businesses, and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional arenaflex customer base. arenaflex Customer Service - Business caters to make each interaction valuable for our business customers.
- *Qualifications**
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross-functionally with tech and non-tech teams
- *Preferred Qualifications**
- 3+ years of driving end-to-end delivery and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- *Compensation**
The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
- *How to Apply**
If you are a results-oriented, high-energy individual with a passion for customer experience and a bias towards data-driven decision-making, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you!
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