Experienced Vendor Manager – Customer Service Operations and Strategy Development at arenaflex
At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a seasoned performance management leader to join our Customer Service team. As a key member of our Global Outsourcing (GO) team, you'll have the opportunity to shape the future of customer support at arenaflex, driving operational excellence and innovation while collaborating with cross-functional teams to deliver exceptional experiences to our customers.
About arenaflex
arenaflex is a customer-centric company that's dedicated to providing the best possible experience for our customers. We're a global organization with a presence in multiple markets, and we're committed to innovation, customer obsession, and operational excellence. Our Customer Service team is at the forefront of this effort, working tirelessly to ensure that our customers receive the highest level of service and support.
The Role
As an Experienced Vendor Manager – Customer Service Operations and Strategy Development at arenaflex, you'll be responsible for managing external vendor relationships, driving operational excellence and innovation, and collaborating with other arenaflex teams to positively impact customer experience. You'll work closely with our vendor-based teams to oversee operations, manage relationships with key stakeholders, and drive process improvements.
Key Responsibilities
* Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service delivery.
- Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction.
- Assist with defining long-term vendor strategy.
- Identify, develop, and optimize organization processes, playbooks, or tools.
- Deep dive inefficiencies; drive improvement through scalable mechanisms.
- Triage issues, owning resolution, root cause analysis, and corrective action plans.
A Day in the Life
As a member of our Customer Service team, you'll have the opportunity to work on a wide range of projects and initiatives that will help shape the future of customer support at arenaflex. You'll collaborate with cross-functional teams, including our vendor-based teams, to drive operational excellence and innovation. You'll also have the opportunity to work on strategic projects, such as defining long-term vendor strategy and identifying process improvements.
About the Team
Our Customer Service team is a detail-oriented team of four based out of Delhi and Seattle. We're passionate about delivering exceptional experiences to our customers, and we're committed to innovation, customer obsession, and operational excellence. We're looking for a team member who shares our values and is passionate about making a difference in the lives of our customers.
Basic Qualifications
* Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions.
- Experience analyzing data and best practices to assess performance drivers.
- Bachelor's degree or equivalent experience required.
- 4+ years of relevant BPO customer service management experience.
- Experience driving projects to completion using change management or project management frameworks.
Preferred Qualifications
* MBA.
- Lean/Six Sigma experience.
What We Offer
* A dynamic and innovative work environment that's passionate about delivering exceptional experiences to our customers.
- Opportunities for career growth and development, including training and education programs.
- A competitive compensation package, including benefits and perks.
- A diverse and inclusive workplace that values unique backgrounds, experiences, and skillsets.
How to Apply
If you're passionate about this role and want to make an impact on a global scale, please apply. We're an equal opportunity employer and welcome applications from diverse candidates. We're committed to a diverse and inclusive workplace and 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.
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