Experienced Customer Care Implementation Manager – Strategic Client Partnership and Operational Excellence

At arenaflex, we're on a mission to revolutionize the way businesses operate by delivering world-class payroll, human capital management, and financial management solutions. With a team of over 8,000 experts and 30 years of expertise, we've established ourselves as a trusted partner for organizations globally. Our commitment to connecting passion with purpose has enabled us to support over 1,400 customers in 33 countries, driving their vision forward with confidence. As a Customer Care Implementation Manager at arenaflex, you'll play a pivotal role in shaping the future of our clients' businesses. You'll be responsible for leading the implementation of our Customer Care solutions, ensuring seamless execution, and delivering exceptional client experiences. If you're a strategic thinker with a passion for operational excellence, we want to hear from you.

Key Responsibilities:

* Lead client meetings, review, and participate in client discovery conversations to set strategy and timelines for all CC aspects for each project

• Serve as the Customer Care lead and point of contact for all CC-related activity during implementation
• Accountable for all aspects of CC Implementation, including Requirements, staffing, training, knowledge content development, tool development, and supporting operational teams through stabilization
• Assess and monitor risk, perform risk management and mitigation plans for each project as needed, and escalate issues accordingly
• Assist with best practice development and maintenance of associated technology and processes
• Create and manage to an approved budget for Customer Care within each project, including weekly and/or monthly financial variance analysis and reporting to the team

Consulting:

* Lead CC Requirements meetings with clients, including managing resolution of open issues and ensuring client signoff by established deadline

• Consult with the client and the integrated team towards client scope of services and CC domain best practices
• Articulate, disseminate, and continuously improve domain knowledge; products and services technology functionality/techniques
• Serve as CC Best Practices SME and provide CC domain expertise with Clients, Third Parties, Shared Services, and the integrated client leadership team
• Drive key business initiatives to promote operational and client success within the business

Execution:

* Partner with external and/or internal business partners to achieve tactical milestones and implement CC infrastructure for the project

• Lead cross-functional CC status meetings with key internal business partners and work package owners
• Integrate implementation and ongoing team members to promote accurate and informed decisions for operational delivery based on overall progress during the implementation
• Coordinate and finalize tasks on CC critical path
• Understand and educate on impacts to the customer experience while delivering project on time, with quality, and on budget

Partnership:

* Execute transition plans to ensure seamless stabilization of client support after project live dates

• Coordinate operational support and preparation for project live dates, in addition to coaching ongoing managers on execution of live day support plan
• Communicate impact analysis and metrics through Pre-live and post-live day reporting with extended leadership
• Provide oversight and direct management of team members as needed

Formal Education and Certification:

* Bachelor's degree or equivalent work experience required

Knowledge and Experience:

* CC domain experience

• Ability to oversee concurrent or high complexity projects
• Strong client consulting skills
• Strong Project Management background and experience
• Demonstrate subject matter expertise in multiple service domains, in addition to CC domain
• Demonstrate expertise with CC delivery model and domain best practices
• Understand basic regulatory and legislative laws
• Proven problem-solving and decision-making skills
• Highly self-motivated and directed with the ability to exercise independent judgment and act
• Excellent listening, interpersonal, written, and oral communication skills
• Ability to manage multiple projects, priorities, and deliverables at the same time without compromising quality
• Knowledge of PMI methodology
• Strong knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint

Work Conditions:

* Depending on project phase, occasional evening and weekend work to meet deadlines

• Frequent computer use at workstations up to two hours at a time or for extended periods of time

Benefits:

* We offer programs and plans for a healthy mind, body, wallet, and life because it's essential our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training, as well as a number of voluntary benefit options.

Salary Pay Range:

* Minimum - Maximum: $100,170.00 - $186,030.00

Pay Transparency Statement:

* arenaflex considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. arenaflex makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

Authorization to work in the Employing Country:

* Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with arenaflex.

Disclaimer:

* Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of arenaflex business units.

Equal Employment Opportunity:

* arenaflex is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans, and other covered veterans.

Diversity Policy Statement:

* arenaflex is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At arenaflex, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future. If you're passionate about delivering exceptional client experiences and driving operational excellence, we want to hear from you. Apply now to become a part of the arenaflex team and help shape the future of our clients' businesses. Apply for this job