Job Description
Are you a highly motivated and disciplined process professional looking for a challenging role that includes the convenience of working virtually from home? Then a Principal Associate, Process Management, role at arenaflex may be the perfect fit for you. As a key member of our team, you will be responsible for creating and enhancing processes that deliver excellence to our customers every time. In this position, you will contribute immediately while strengthening your process management best practices. **About arenaflex** arenaflex is a leading financial institution that is committed to providing innovative solutions to our customers. We are a dynamic and fast-paced organization that is always looking for talented individuals to join our team. Our company culture is built on a foundation of collaboration, innovation, and customer satisfaction. We believe in empowering our employees to take ownership of their work and to make a meaningful impact on our customers' lives. **Job Summary** As a Principal Associate, Process Management, you will play a key role in delivering processes that impact the company's bottom line. You will be responsible for ensuring efficient processes for collaboration between product and operations teams throughout the product development life cycle. You will also influence feature designs by being the voice of call center agents to ensure feature designs are developed working backward from phone agent and customer needs. Additionally, you will make recommendations on the process and oversee implementation of call center agent testing of new features. **Responsibilities** • Ensure efficient processes for collaboration between product and operations teams throughout the product development life cycle • Influence feature designs by being the voice of call center agents to ensure feature designs are developed working backward from phone agent and customer needs • Play a key role in implementing new features in our call center servicing application by ensuring good change management and a "soft landing" for changes • Make recommendations on the process and oversee implementation of call center agent testing of new features • Report results on implementation effectiveness/progress and agent feedback on new features • Identify and implement process improvements driving issue resolution/risk mitigation activities • Tracking and resolving process breakdowns • Understanding customers' needs of the process and driving process improvements • Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions • Assess unsolicited innovation ideas and partner with internal stakeholders to prioritize further investigation, testing, or implementation • Effectively explain and advocate for enhancements with an audience of product, intent or process partners and other stakeholders • Leverage insights and other data to identify potential areas of opportunity that could be solved or improved through innovative thinking or tools • Build relationships and collaborate with key stakeholders to understand and influence visions and roadmaps, understand processes, and drive results **Ideal Candidate** We are seeking a highly motivated, disciplined process professional who excels in a team environment. This person will have excellent communication skills, attention to detail, and can adapt to change quickly. The ability to influence up is key to success in this position. This is an excellent opportunity to continue your career in the field of Process Management. **Qualifications** • High School Diploma, GED, or equivalent certification • At least 2 years of Project or Process Management experience • At least 1 year of experience using Google Suite or Microsoft Office • Bachelor's Degree (Preferred) • At least 1 year of experience in Call Center or Contact Center Operations • At least 3 years of experience in Agile, Process Management, Program Management, or Project Management • At least 3 years of experience implementing software or technology • Six Sigma, Lean, or PMP Certification (Preferred) **Work from Home Technology Requirements** • Secure home office environment that is free from background noise and distractions • Reliable private internet connection that is not supplied via cellular data or hotspot is required • A private network that is password protected where you have ownership or line of site sight to every device on the network • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP) • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page • Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met **Work from Home Location Requirements** Candidates must live within 100 mile radius of one of the following zip codes and report in person, when required, with at least 24 hours notice. • 23060 (Richmond, VA) • 23320 (Chesapeake, VA) • 33634 (Tampa, FL) • 89144 (Las Vegas, NV) • 75024 (Plano, TX) • 19801 (Wilmington, DE) • 68521 (Lincoln, NE) • 56301 (St. Cloud, MN) **Compensation and Benefits** This role is eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI). Incentives could be discretionary or non-discretionary depending on the plan. arenaflex offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Learn more at the arenaflex Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. **How to Apply** If you are a motivated and disciplined process professional looking for a challenging role that includes the convenience of working virtually from home, then we encourage you to apply for this position. 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! Why Join arenaflex? At arenaflex, we are committed to providing innovative solutions to our customers. We believe in empowering our employees to take ownership of their work and to make a meaningful impact on our customers' lives. Our company culture is built on a foundation of collaboration, innovation, and customer satisfaction. Our Values • Customer Focus: We are committed to providing innovative solutions to our customers. • Collaboration: We believe in empowering our employees to take ownership of their work and to make a meaningful impact on our customers' lives. • Innovation: We are committed to staying ahead of the curve and to providing innovative solutions to our customers. • Customer Satisfaction: We believe in delivering exceptional customer service and in exceeding our customers' expectations. What We Offer • Comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. • Performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI). • Opportunities for career growth and development. • Collaborative and dynamic work environment. • Recognition and rewards for outstanding performance. How to Apply If you are a motivated and disciplined process professional looking for a challenging role that includes the convenience of working virtually from home, then we encourage you to apply for this position. 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! Equal Employment Opportunity arenaflex is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. arenaflex promotes a drug-free workplace. arenaflex will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. Apply for this job