Experienced Full Stack Project Manager – Customer Service Operations and Process Improvement

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a seasoned Project Manager, you'll play a pivotal role in driving process improvements, tool enhancements, and cross-functional programs that impact our member and customer service organization. If you're passionate about collaboration, innovation, and customer-centricity, we invite you to join our dynamic team as a Remote Customer Service Project Management, Principal.

About arenaflex

arenaflex is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We've defined the online treasure hunt through our daily sale events, allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail. Our vision at arenaflex is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we're also in the business of sparking delight for our Associates.

The Role

As a Remote Customer Service Project Management, Principal, you'll be responsible for partnering with customer service operations, CS tools, technology, and other cross-functional partners to plan, track, update, and deliver process improvements, tool enhancements, and medium to large cross-functional programs that impact our member and customer service organization. You'll be accountable for assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates.

Key Responsibilities

* Plan, track, manage, and report on all CS-impacting programs and larger company-driven projects for Customer Service

• Build a master project plan/project tracker that will show high-level and detailed information on all ongoing and closed projects, to include Big Bets tracking
• Send regular program updates on each program in progress and facilitate lessons learned post-launch
• Create individual project plans that show task-level detail with ownership, due dates, status, dependencies, and risks
• Oversee the planning, execution, and completion of a project
• Lead complex initiatives managing all activities in a project life cycle, such as initiation, planning, executing, controlling, and closing for short- and long-term projects, line of business-wide and medium to high risk, scope, and complexity
• Conduct project kick-off meetings, regular project check-ins, and Go/No Go meetings to ensure all impacted teams are aligned
• Support the CS tools/technology, CS Operations, process management, and training teams to accelerate project delivery to the organization
• Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment
• Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
• Develop a project backlog for projects requiring technical team development. Regularly review the backlog and prioritization with CS leadership to ensure highest-impact items are properly prioritized
• Own the CS intake site and project initiation and tracking
• Demonstrate customer service knowledge and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations

Essential Qualifications

* Bachelor's degree

• Proficient in relevant computer applications
• 3-5 years of project/program experience, preferably in a customer experience
• Strong listening, written, and verbal communication skills with an ability to adapt to different audiences
• Knowledge of customer service practices and principles
• Able to work collaboratively and cross-functionally
• Experience using problem-solving and analytical skills to solve business problems and drive process improvements
• Ability to work effectively with tight deadlines in a fast-paced environment
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Preferred Qualifications

* Master's degree in a related field

• PMP or Agile certification
• Experience working in a customer-centric organization
• Familiarity with customer service software and tools
• Strong analytical and problem-solving skills
• Ability to work in a remote environment

What We Offer

* Competitive salary range: $90,000 - $95,000

• Bonus/commission, equity, 401(k) match, and a variety of benefits (depending on role eligibility)
• Opportunity to work with a dynamic and innovative team
• Collaborative and inclusive work environment
• Professional development and growth opportunities
• Flexible remote work arrangement

About Our Culture

At arenaflex, we're passionate about fostering an inclusive environment where every Associate is empowered to learn, grow, and bring their full self to work. We're committed to diversity, equity, and inclusion, and we believe that our differences are what make us stronger. We're a team of Kind, Passionate, Collaborative, Innovative, Tenacious, and Empowered individuals who are dedicated to delivering exceptional customer experiences.

Ready to Apply?

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to the opportunity to discuss this role further. Apply for this job