Experienced Customer Experience Partner Success Manager – Global Help Desk Operations

Join arenaflex, a leading food delivery and logistics company, as we revolutionize the way people access local economies.

About arenaflex

At arenaflex, our mission is to empower local economies by connecting people with the food and products they love. We're a technology and logistics company that started with same-day delivery and have grown into a platform that's changing the way people live, work, and interact with their communities. Our team is passionate about innovation, customer satisfaction, and making a positive impact on the world.

About the Job

arenaflex is seeking an experienced Customer Experience Partner Success Manager to join our global help desk operations team. As a key member of our customer experience team, you will be responsible for driving quality improvements and efficiency gains across our help desk operations. You will work closely with our help partner teams (BPOs) to ensure their quality meets arenaflex's standards, including First Contact Resolution, Customer Satisfaction scores, and other key performance metrics.

Key Responsibilities:

* Develop and implement quality monitoring projects that result in measurable improvements in colleague (agent) performance

• Collaborate with training and content teams to ensure consistency with new releases, processes, and procedures
• Maintain quality performance across multiple locations within an aligned objective framework
• Perform business audits with help partner groups to identify areas for improvement
• Identify, suggest, and implement process and project enhancements
• Work cross-functionally to identify opportunities for arenaflex to improve its business by understanding customer needs and trends
• Other activities assigned by management or on a case-by-case basis

This role may require up to 20% travel (domestic and international)

We're excited about you because:

* You have a Bachelor's degree in a quantitative or business field or four years of work experience in quantitative or business areas

• You have driven quality improvements and efficiency gains across multiple help desk operations
• You are analytical and data-driven, with experience refining large datasets to actionable insights
• You know how to present complex data clearly and concisely with strong written, verbal, and visual communication skills
• You are efficient and detail-oriented, with perfect development and fully completed tasks
• You are comfortable in a fast-paced, constantly evolving, team-oriented environment and able to handle multiple deadlines simultaneously
• You have a owner's mindset, focused on quality, yield-driven, proactive, and continuously driving yourself to improve

About arenaflex

At arenaflex, our goal is to empower local economies by connecting people with the food and products they love. We're a technology and logistics company that started with same-day delivery and have grown into a platform that's changing the way people live, work, and interact with their communities. Our team is passionate about innovation, customer satisfaction, and making a positive impact on the world.

arenaflex is a place where you can:

* Share your unique perspectives and tackle new challenges

• Own your career and take on new responsibilities
• Work with a diverse team of individuals from all backgrounds, experiences, and viewpoints
• Enjoy a comprehensive benefits package, including premium healthcare, wellness programs, paid parental leave, and more
• Be part of a company that values diversity, equity, and inclusion, and is committed to creating a workplace where everyone feels welcome and valued

Our Commitment to Diversity and Inclusion

We're committed to developing and engaging a more diverse and inclusive community within our organization, industry, and communities. That's why we recruit and develop diverse teams of individuals from all backgrounds, experiences, and viewpoints. We believe that genuine growth happens when everyone has a seat at the table and the tools, resources, and opportunities to succeed.

Proclamation of Non-Discrimination

With regards to our values and objectives, no employee or candidate will face discrimination or harassment based on: race, color, national origin, ancestry, sex, age, gender identity, sexual orientation, marital status, disability, veteran status, or any other protected class. Beyond mere non-discrimination and harassment, we also strive to prevent other subtle forms of unacceptable behavior (i.e., stereotyping) from taking hold in our workplace. Whether overt or hidden, barriers to progress have no place at arenaflex. We value a diverse workforce, including individuals who identify as women, non-binary or gender non-conforming, LGBTQIA+, Native American or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently abled, parents and caregivers, and veterans. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

If you require accommodations, please notify your hiring contact upon initial contact.

Pay

The area-specific base salary range for this position is listed below. Pay in other geographies may vary. Actual pay within the salary range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For roles that are available to be filled remotely, base salary is capped by employee work location. Please discuss your planned work location with your hiring representative for more information. arenaflex cares about you and your overall well-being, which is why we offer a comprehensive benefits package for full-time employees, including health insurance, a 401(k) plan with company match, short- and long-term disability insurance, basic life insurance, wellness programs, paid time off, paid parental leave, and several paid holidays, among others. In addition to base salary, the compensation package for this role also includes opportunities for equity awards.

Apply to this Job

If you're passionate about customer experience, quality improvement, and driving business growth, we encourage you to apply to this exciting opportunity at arenaflex. Apply for this job