Experienced Partner Manager, Customer Experience – Driving Operational Excellence and Customer Delight at arenaflex

Job Summary:

We are seeking an exceptional Partner Manager, Customer Experience to join our arenaflex team. As a key member of our Direct to Consumer organization, you will be responsible for building and maintaining strategic relationships with external partners to ensure seamless operations, maximize customer experience, and achieve business goals. If you are a results-driven professional with a passion for fostering high-performance cultures and driving continuous improvements, we encourage you to apply for this exciting opportunity.

About arenaflex:

arenaflex is a leading entertainment and media company that has been a household name for generations. Our mission is to create and deliver exceptional entertainment experiences that captivate audiences worldwide. We are committed to innovation, creativity, and excellence in everything we do. Our Direct to Consumer organization is at the forefront of this mission, delivering cutting-edge products and services that meet the evolving needs of our customers.

Key Responsibilities:

As a Partner Manager, Customer Experience, you will be responsible for:

Relationship Management:

Building and maintaining strong, long-term relationships with external partners to ensure a continuous improvement mindset and foster a culture of high performance.

Performance Monitoring:

Tracking key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality, and Speed to Answer Rates related to partner performance, identifying areas for improvement, and collaborating with partners to optimize results.

Internal Collaboration:

Working closely with internal teams such as Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO to ensure seamless partner integration and alignment with company strategy.

Partner Training and Support:

Providing ongoing training and support to partners on arenaflex services, processes, and systems to ensure their ability to effectively sell and deliver solutions.

Issue Resolution:

Identifying and resolving any partner-related issues promptly, acting as a point of contact for partner concerns, and providing coaching or best practices to help elevate response.

Market Analysis:

Staying updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities.

Leadership:

Leading weekly and monthly meetings with BPOs to review operations and drive performance to optimal results, providing insights and recommendations for executive meetings, and driving accountability and improvements in agent-level performance via scorecard reporting.

What You'll Need:

* Bachelor's degree in Business Administration, Business Management, or similar

• 3+ years working in high-volume customer-facing environments, with operational leadership experience
• 5+ years operational leadership experience
• Ability to travel internationally as needed
• Experience in building and managing internal or external teams
• Excellent communication and interpersonal skills to build rapport with partners
• Analytical skills to monitor partner performance and identify areas for improvement in driving continuous improvement in operational processes through partner leadership
• Flexible and willing to support operations, including some weekends, nights, and holidays
• Project management skills to oversee partnership initiatives
• Proven ability to lead through influence and advocacy
• Problem-solving skills for multiple, complex issues, including escalations management
• Ability to work in an environment of change and deliver to tight deadlines

Preferred Qualifications:

* 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners

• Strong business acumen and understanding of the BPO industry
• Disability accommodation for employment applications

Work Environment and Company Culture:

arenaflex fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. We are committed to diversity, equity, and inclusion, and we welcome applications from individuals with disabilities and veterans with disabilities.

Compensation and Benefits:

The hiring range for this position is $103,500.00 to $138,800.00 per year, and a bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

How to Apply:

If you are a motivated and results-driven professional with a passion for customer experience and operational excellence, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we look forward to reviewing your qualifications. [Apply to this job](https://arenaflex.wd5.myworkdayjobs.com/en-CA/arenaflexcareer/job/Partner-Manager--Customer-Experience_10124681?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Apply for this job