Senior Program Manager, Consumer Customer Service Support, Program Delivery Group at arenaflex, Driving Exceptional Customer Experiences through Strategic Program Management

Introduction to arenaflex arenaflex is a pioneering force in the industry, dedicated to delivering unparalleled customer experiences through innovative solutions and exceptional service. As a leader in our field, we recognize the importance of investing in our customers and our people. Our Consumer Customer Service Support (C2S2) Program Delivery team is at the forefront of this mission, working tirelessly to ensure that every interaction with our brand is nothing short of extraordinary. To further enhance our capabilities, we are seeking an experienced Senior Program Manager to join our ranks, bringing with them a passion for program management, a keen eye for detail, and an unwavering commitment to excellence. About the Role The Senior Program Manager will play a pivotal role in collaborating with global, cross-functional business teams and customer service operations to drive projects that significantly impact both the customer and customer service associate experiences. This is a unique opportunity for a seasoned program management professional to leverage their skills in stakeholder management, negotiation, and prioritization to advocate for and improve the customer experience, utilizing key performance indicators (KPIs) to inform data-driven decisions. The ideal candidate will be adept at defining, designing, and driving program visions and roadmaps to successful completion, while also supporting business teams' customer service-impacting initiatives. Key Responsibilities Define the strategy and direction for projects, gaining consensus and clear alignment at all levels as appropriate. Interact with cross-disciplinary and cross-functional teams, including Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams, to design project standard operational procedures, processes, and technical requirements. Define, prioritize, and plan projects that need to be implemented to execute on process and technical requirements. Schedule, secure resources, and manage cross-functional teams to deliver projects. Monitor the execution and ensure the delivery of projects within a program to an appropriate level of quality, maintaining the overall integrity of the request. Monitor project progress, anticipate risks, resolve issues, and initiate corrective action as necessary. Manage dependencies and interfaces between projects and negotiate trade-offs as needed. Provide overall stakeholder management and project progress reporting on a regular basis. Where applicable, manage and oversee third-party contributions to the project. A Day in the Life at arenaflex As a Senior Program Manager at arenaflex, your day will be filled with a variety of challenges and opportunities. You will work closely with a diverse range of stakeholders, from customer service operations teams to technical developers, to ensure that projects are delivered on time, within budget, and to the required quality standards. Your ability to communicate effectively, both written and verbally, will be crucial in achieving buy-in from leadership teams and in reporting progress. You will be comfortable in a fast-paced, multi-tasked environment, adept at negotiating with key business partners and teams across multiple functions to gain alignment on program vision, project selection, and prioritization. Essential Qualifications 5+ years of program or project management experience. Experience using data and metrics to determine and drive improvements. Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership. Bachelor's Degree. Preferred Qualifications 2+ years of driving process improvements experience. Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Senior Program Manager, you will have access to a wide range of training and development opportunities, designed to enhance your skills and knowledge in program management, leadership, and strategic planning. You will be part of a dynamic and supportive team, where collaboration and innovation are encouraged, and where your contributions will be recognized and valued. Work Environment and Company Culture arenaflex prides itself on its diverse and inclusive workplace. We believe that a workforce that reflects the diversity of our customers and communities is essential to our success. As an equal opportunity employer, we do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our dedicated webpage for more information. Compensation, Perks, and Benefits arenaflex offers a comprehensive compensation package that reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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. As a total compensation company, we also offer equity, sign-on payments, and other forms of compensation as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Conclusion If you are a motivated and experienced program management professional, looking for a new challenge and an opportunity to make a real difference in the customer experience, then we encourage you to apply for the Senior Program Manager position at arenaflex. With your passion for program management, your ability to drive process improvements, and your commitment to excellence, you will thrive in our dynamic and supportive environment. Join us on our mission to deliver exceptional customer experiences and take your career to the next level. Apply for this job