Experienced Full Stack Customer Experience Manager – Voice Experience and Quality Assurance

At arenaflex, we're revolutionizing the way people interact with our platform, and we're looking for a talented and driven individual to join our Voice Experience team as a Chief, Voice Insight. As a key member of our organization, you'll play a critical role in shaping the future of our customer experience and driving business growth. About arenaflex arenaflex is a leading technology and operations company that's changing the way people live and work. We started with food delivery, but our vision is much bigger – we want to be the go-to platform for all your needs.Our team is passionate about innovation, customer satisfaction, and making a positive impact on our communities. About the Job As a Chief, Voice Insight, you'll be responsible for leading a book of business for our vendor partners, defining what a quality experience means for them, and working with cross-functional teams to improve training and quality assurance. You'll also be responsible for developing and implementing tools and features to streamline our transaction processes. This is a high-visibility role that will require you to work closely with our leadership team and drive business growth through quality and innovation.Key Responsibilities * Own the outcome of dispatches and quality for existing vendor partners * Contribute to the continuous improvement of our processes, including smoothing out work processes through item and component advancement * Work closely with a diverse group of cross-functional partners, including Product, Research, Design, and Global Support Operations, to develop new features and tools * Acquire a high level of visibility from our leadership team by driving a "big bet" for arenaflex * Collaborate with our vendor partners to understand their needs and develop solutions that meet their expectations * Develop and implement metrics to measure quality and performance * Work with our product team to develop and implement new features and tools that improve our customer experience * Collaborate with our research team to identify areas for improvement and develop solutions that meet our customer needs Essential Qualifications * Bachelor's degree in a relevant field (e.g.business, computer science, engineering) * 5+ years of experience in a customer-facing role, with a focus on quality and customer satisfaction * Proven track record of driving business growth through quality and innovation * Strong leadership and communication skills, with the ability to work effectively with cross-functional teams * Experience with data analysis and metrics-driven decision making * Strong problem-solving skills, with the ability to think creatively and develop innovative solutions * Experience with agile development methodologies and version control systems (e.g.Git) Preferred Qualifications * Master's degree in a relevant field (e.g. business, computer science, engineering) * Experience with cloud-based platforms and APIs * Experience with machine learning and artificial intelligence * Experience with data visualization tools and techniques * Certification in a relevant field (e.g. Six Sigma, Lean) Skills and Competencies * Strong leadership and communication skills, with the ability to work effectively with cross-functional teams * Experience with data analysis and metrics-driven decision making * Strong problem-solving skills, with the ability to think creatively and develop innovative solutions * Experience with agile development methodologies and version control systems (e.g.Git) * Strong analytical and critical thinking skills, with the ability to evaluate complex data and develop insights * Experience with cloud-based platforms and APIs * Experience with machine learning and artificial intelligence * Experience with data visualization tools and techniquesCareer Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including: * On-the-job training and mentorship * Formal training programs in areas such as leadership, communication, and data analysis * Opportunities for professional certification and continuing education * Access to industry-leading tools and technologies * A dynamic and supportive work environment that encourages collaboration and innovation Work Environment and Company Culture arenaflex is a dynamic and fast-paced work environment that's passionate about innovation and customer satisfaction.We're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' needs. Our company culture is built on a set of core values that include: * Customer obsession: We're passionate about delivering exceptional customer experiences that meet and exceed our customers' expectations. * Innovation: We're committed to innovation and continuous improvement, with a focus on developing new features and tools that improve our customer experience. * Collaboration: We believe in the power of collaboration and teamwork, with a focus on building strong relationships with our employees, customers, and partners.* Inclusion: We're committed to creating a workplace that's inclusive and diverse, with a focus on supporting the needs of our employees and customers. Compensation, Perks, and Benefits arenaflex offers a comprehensive compensation and benefits package that includes: * Competitive base salary and bonus structure * Comprehensive health insurance, including medical, dental, and vision coverage * 401(k) plan with company match * Paid time off and holidays * Access to industry-leading tools and technologies * A dynamic and supportive work environment that encourages collaboration and innovation If you're a motivated and driven individual who's passionate about customer experience and innovation, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you!