Experienced Shared Services Manager - Partner & Customer Service Leader for Continuous Improvement and Operational Excellence in a Remote Setting

Introduction to arenaflex At arenaflex, we are passionate about creating a unique and personalized experience for our customers and partners. As a company that values connection and community, we strive to make a positive impact on the lives of those we serve. Our commitment to excellence and innovation has driven us to become a leader in our industry, and we are now seeking a talented Shared Services Manager to. As a continuous improvement innovator, you will play a key role in shaping the service experience delivered by our contact centers, driving brand affinity, and growing customer loyalty.Job Overview As a Shared Services Manager at arenaflex, you will be responsible for working cross-functionally to improve contact center service experiences for customers, partners, and agents. Using Continuous Improvement tools and methods, you will discover opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce bolthires, and drive operational excellence. Your expertise and passion for making it easy for customers to get help will be essential in delivering intuitive and effortless service experiences across multiple contact channels.Key Responsibilities Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers, pairing an obsession with operational excellence with continuous improvement skills 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, ensuring that all stakeholders are aligned and working towards common goals.Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting the interests of arenaflex and its customers. Collaborate with various functional areas to develop effective business solutions that align with company and business unit/department objectives, driving growth and profitability. Qualifications and Requirements To be successful in this role, you will need to possess a combination of skills, experience, and personal qualities that align with the values and mission of arenaflex.These include: 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 implementation and/or project management experience, with a proven track record of delivering results and driving change. 3+ years of conducting requirements gathering and analysis, with the ability to apply a structured problem-solving framework to complex problems. Expertise in building and establishing relationships across multiple levels, both within and external to the organization, with strong influencing and managing change skills.Ability to work in a fast-paced and changing environment, with strong decision-making skills and a focus on delivering results. Bachelor's degree or significant relevant experience, with hands-on experience designing tools for operations supporting contact centers or customer experience. Preferred Qualifications Process improvement experience (formal or informal), with a certification in Lean or Six Sigma highly desirable. Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.Demonstrated history of delivering innovative solutions, with a strong organizational planning, development, and business judgment. Strong communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels. Skills and Competencies To succeed in this role, you will need to possess a range of skills and competencies that enable you to drive continuous improvement and operational excellence. These include: Strong analytical and problem-solving skills, with the ability to apply a structured problem-solving framework to complex problems.Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels. Strong influencing and managing change skills, with the ability to drive change and deliver results in a fast-paced and changing environment. Ability to work in a team environment, with a focus on collaboration and partnership. Strong decision-making skills, with the ability to make informed decisions that drive growth and profitability. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development.As a Shared Services Manager, you will have access to a range of training and development programs, including: Continuous Improvement and Lean training, with the opportunity to achieve certification in Lean or Six Sigma. Leadership development programs, with the opportunity to develop your skills and expertise as a leader. Coaching and mentoring, with the opportunity to work with experienced professionals who can provide guidance and support. Opportunities for career advancement, with the potential to move into senior leadership roles or specialize in a particular area of interest.Work Environment and Company Culture At arenaflex, we are proud of our company culture, which is built on a foundation of respect, inclusivity, and diversity. We believe that our employees are our greatest asset, and we are committed to creating a work environment that is supportive, collaborative, and empowering. As a Shared Services Manager, you will be part of a dynamic and fast-paced team, with the opportunity to work with a range of stakeholders and drive change and improvement. Compensation, Perks, and Benefits At arenaflex, we offer a comprehensive compensation and benefits package that is designed to attract and retain the best talent.This includes: Competitive salary and bonus structure, with the opportunity to earn a significant bonus based on performance. Comprehensive benefits package, including health, dental, and vision insurance, as well as a range of other benefits. Opportunities for career advancement and professional development, with the potential to move into senior leadership roles or specialize in a particular area of interest. Flexible work arrangements, including the opportunity to work from home or adjust your schedule to meet your needs.Access to a range of perks and discounts, including discounts on products and services, as well as access to exclusive events and experiences. Conclusion If you are a motivated and experienced professional who is passionate about continuous improvement and operational excellence, we encourage you to apply for the Shared Services Manager role at arenaflex. This is a unique opportunity to join a dynamic and fast-paced team, drive change and improvement, and make a positive impact on the lives of our customers and partners.With a comprehensive compensation and benefits package, opportunities for career advancement and professional development, and a supportive and collaborative work environment, this is a role that offers the potential for significant growth and development. and take the first step towards an exciting and rewarding career at arenaflex!