Job Description
At arenaflex, we're on a mission to accelerate growth and value for our clients through sustained customer relevance. As a Customer Experience & Service Transformation Senior Manager, you'll play a pivotal role in driving success by leveraging your expertise in customer support and contact centers. If you're a seasoned professional with a passion for innovation and a knack for leading high-performing teams, we want to hear from you. **About arenaflex** arenaflex is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance services – creating tangible value at speed and scale. We're a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Our broad range of services, solutions, and assets across Strategy & Consulting, Technology, Operations, Industry X, and Song enable us to help our clients reinvent and build trusted, lasting relationships. **Your Next Career Move** As a Customer Experience & Service Transformation Senior Manager, you'll have the opportunity to work with a vibrant community and drive success in a remote setting. This role requires a strong and diverse skillset in relevant areas, including customer support, executive ownership, leadership, and selling duties. We're prepared to offer a competitive salary to attract a top-tier candidate for this role. **Key Responsibilities** * Evaluate clients' current customer service offerings and organizations, identify gaps and opportunities, and generate and prioritize recommendations for strategic solutions that address their unique needs and business goals. * Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time. * Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences. * Collaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutions. * Help advise on how technologies, including CCaaS, CRM, and GenAI, can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences. * Advise clients on ways to measure success and improve their customer-centric metrics. * Establish relationships with client stakeholders and build long-term partnerships for arenaflex. * Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service. * Manage and coach junior team members, and continue to grow your own expertise. * Contribute to perspectives and thought leadership to help arenaflex maintain its thought-leadership position. **Travel and Location** As required for client support, you'll need to travel to client sites. Primary residency within 90 minutes of an approved arenaflex office is preferred. **What We're Looking For** * At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties, such as: + Working in-depth with customer service and support business processes and capabilities + Solutioning and selling new ideas and proposals + Incorporating experience design and analytics into customer service and support processes + Leading and understanding large, complex global transformation projects * At least 5 years of experience working with: + Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem + Customer service platform technologies such as Salesforce and Dynamics + Artificial intelligence and front-end digital platforms * Bachelor's degree in engineering, computer science, information systems, or business * Bonus points if: + Your Bachelor's degree is in engineering, computer science, information systems, or business + You have an MBA or equivalent graduate degree + You were responsible for a customer support organization + You have hands-on experience with artificial intelligence and conversational design + You have expertise in Financial Services or Products **Compensation and Benefits** arenaflex offers a competitive salary range, which varies depending on factors such as office location, role, skill set, and level of experience. We also provide a range of benefits, including: * Comprehensive health insurance * Retirement savings plan * Paid time off * Professional development opportunities * Recognition and rewards programs **Diversity, Equity, and Inclusion** arenaflex is committed to creating a diverse, equitable, and inclusive work environment. We believe that every person has the right to be treated with dignity and respect, regardless of their background, identity, or expression. We're an equal opportunity employer and welcome applications from diverse candidates. **How to Apply** If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. Apply for this job