Experienced Senior Program Manager, Customer Service Operations – Strategic Initiative Leadership (Part Time)

• --

About arenaflex

Welcome to arenaflex, where innovation meets customer-centricity. We are on a bold mission to redefine how businesses connect with their customers through cutting-edge technology and unparalleled service excellence. As a global leader in our industry, we pride ourselves on fostering an environment where talented individuals can make a meaningful impact, grow their careers, and contribute to transformative projects that touch millions of lives worldwide.

At arenaflex, we believe that exceptional customer experiences are the foundation of lasting business success. Our Customer Service Operations team sits at the heart of this mission, driving initiatives that directly enhance how we serve our customers across the globe. We are currently seeking a dynamic and experienced Senior Program Manager to join our Worldwide Customer Program (WWCP) team—a group responsible for high-visibility programs that shape the future of customer service delivery.

This is a unique opportunity for a seasoned professional who thrives in fast-paced, complex environments and is passionate about driving meaningful change. If you have a proven track record of delivering large-scale programs, excel at cross-functional leadership, and are ready to make your mark at a company that values innovation and customer obsession, we invite you to explore this role further.

Position Overview

We are looking for an experienced Senior Program Manager to lead critical initiatives within our Customer Service Operations division. In this role, you will serve as a key member of the WWCP Program Management team, responsible for driving programs that directly impact customer experience globally. You will own and execute complex projects from inception through delivery, acting as a thought leader and innovator within the organization.

This position offers the flexibility of part-time employment (8 hours daily) with a competitive hourly rate of $27, based in Seattle. The ideal candidate will possess the strategic vision to shape program direction, the operational expertise to execute flawlessly, and the leadership skills to inspire cross-functional teams toward shared goals.

Key Responsibilities

As a Senior Program Manager at arenaflex, you will play a pivotal role in defining and delivering programs that transform our customer service capabilities. Your responsibilities will include:

• Program Strategy and Delivery: Scope and deliver complex, business-critical projects end-to-end. You will drive and shape the overall program's strategy and roadmap, ensuring alignment with organizational objectives and customer needs.
• Requirements Definition: Define business and systems requirements working collaboratively with internal and external stakeholders. You will leverage data-driven insights to inform requirements and ensure solutions meet user needs.
• Project Execution: Define and execute comprehensive project plans from design to delivery. This includes securing resources, managing performance, and ensuring timelines are met while maintaining quality standards.
• Stakeholder Communication: Clearly communicate goals, roles, responsibilities, and desired outcomes to all program participants. You will ensure everyone remains aligned and informed throughout the project lifecycle.
• Cross-Functional Collaboration: Liaise effectively with all departments, including technical teams, to ensure coordinated efforts. You will develop deliverables within each area to support project objectives.
• Process Improvement: Support partner teams to refine processes and increase efficiency in alignment with program goals. You will identify opportunities for optimization and implement best practices.
• Global Engagement: Engage with stakeholders across different geographies and time zones, building strong relationships and ensuring seamless collaboration despite geographic distribution.
• Strategic Tradeoffs: Make appropriate tradeoffs to optimize time-to-market while consulting with stakeholders to balance competing priorities and resource constraints.
• Partner Management: Effectively manage multiple internal and external, cross-functional, and remote partners. You will coordinate efforts across diverse teams and ensure cohesive execution.
• Change Management: Develop change processes associated with program rollout and ongoing support. You will ensure smooth transitions and adoption of new systems and processes.
• Performance Tracking: Track delivery against program objectives and implement recommendations to improve program services and efficiencies continuously.
• Strategic Innovation: Ideate and drive strategic change across the broader WWCP team. You will act as a catalyst for innovation, identifying opportunities for improvement and leading transformative initiatives.

Essential Qualifications

To succeed in this role, you must bring a robust combination of experience, skills, and competencies:

• Cross-Functional Experience: A minimum of 3 years of experience working cross-functionally with both technical and non-technical teams. You must demonstrate the ability to bridge gaps between technical experts and business stakeholders.
• Team Leadership: At least 3 years of team management experience, with a proven track record of developing, mentoring, and leading high-performing teams to achieve exceptional results.
• Project Delivery: 3+ years of cross-functional project delivery experience, demonstrating your ability to manage complex initiatives across multiple departments and stakeholder groups.
• Program Management: A minimum of 3 years of program or project management experience, including the ability to manage multiple concurrent projects and prioritize effectively.
• Data-Driven Decision Making: Experience defining program requirements and using data and metrics to drive improvements. You must be comfortable analyzing performance data and translating insights into actionable strategies.
• Educational Background: A Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field is required. Equivalent professional experience will also be considered.

Preferred Qualifications

While not required, the following qualifications will significantly enhance your candidacy:

• Experience managing, analyzing, and presenting results to senior leadership and executive teams.
• Advanced certifications in project management (PMP, PRINCE2, or equivalent).
• Experience in customer service operations or contact center management.
• Familiarity with agile methodologies and iterative development approaches.
• Knowledge of CRM systems, customer experience platforms, or service management tools.
• Experience working in global, matrixed organizations with distributed teams.

Skills and Competencies

Beyond qualifications, we are looking for a candidate who embodies the following competencies:

• Strategic Thinking: The ability to see the big picture while managing intricate details. You must align program objectives with broader organizational goals.
• Exceptional Communication: Strong written and verbal communication skills, with the ability to articulate complex concepts to diverse audiences and influence stakeholders at all levels.
• Analytical Mindset: Proficiency in data analysis, metrics interpretation, and using insights to inform decision-making and program improvements.
• Leadership Presence: The ability to inspire trust, drive accountability, and lead by example in a collaborative, team-oriented environment.
• Adaptability: Comfortable navigating ambiguity and changing priorities in a dynamic, fast-paced environment.
• Customer Focus: A genuine passion for delivering exceptional customer experiences and understanding customer needs.
• Organizational Excellence: Strong planning, organization, and time management skills with the ability to manage multiple priorities effectively.

Career Growth and Development

At arenaflex, we are committed to investing in your professional growth and development. As a Senior Program Manager, you will have access to:

• Comprehensive onboarding and training programs designed to help you succeed in your role.
• Continuous learning opportunities through our internal learning platform, including courses in leadership, project management, and industry-specific topics.
• Mentorship from senior leaders who will help you navigate your career path and develop new skills.
• Exposure to high-visibility projects that span global teams and touch every aspect of our customer service operations.
• Clear advancement pathways for those who demonstrate exceptional performance and leadership potential.
• Regular feedback and performance reviews to support your ongoing development.

We believe that growing our people is essential to growing our business. Your success at arenaflex is our success, and we are dedicated to providing the resources and support you need to thrive.

Work Environment and Culture

arenaflex offers a dynamic, inclusive work environment where innovation is celebrated and collaboration is key. Our Seattle headquarters provide a modern, collaborative workspace designed to foster creativity and productivity. As a part-time employee, you will enjoy flexibility in your schedule while remaining fully integrated into your team's activities and culture.

We pride ourselves on our diverse and inclusive culture, where different perspectives and backgrounds are valued. We believe that diverse teams produce better outcomes and are more innovative. As part of our team, you will work alongside talented individuals from various backgrounds, all united by a shared commitment to excellence and customer satisfaction.

Our culture is built on core values that guide everything we do:

• Customer Obsession: We start with the customer and work backwards, always prioritizing their needs and experiences.
• Innovation: We embrace new ideas and encourage creative problem-solving at every level of the organization.
• Integrity: We do what is right, even when it's difficult, and we hold ourselves to the highest ethical standards.
• Collaboration: We believe that together we achieve more, and we work as one unified team across functions and geographies.
• Continuous Improvement: We are never satisfied with the status quo and always seek ways to do things better.

Compensation and Benefits

We recognize that our employees are our most valuable asset, and we are committed to providing competitive compensation and comprehensive benefits. In this part-time role, you will receive:

• Competitive Hourly Rate: $27 per hour, reflecting your experience and the value you bring to our organization.
• Flexible Schedule: Part-time hours (8 hours daily) that support work-life balance.
• Health and Wellness: Access to comprehensive health, dental, and vision insurance coverage.
• Retirement Benefits: 401(k) retirement plan with company matching contributions.
• Paid Time Off: Generous paid time off policy including vacation, sick leave, and personal days.
• Professional Development: Tuition reimbursement and support for professional certifications.
• Employee Assistance Program: Confidential support resources for personal and professional challenges.
• Stock Purchase Program: Opportunity to purchase arenaflex stock at a discount.

Join Our Team

If you are ready to take the next step in your career and make a lasting impact at a company that values innovation, customer obsession, and operational excellence, we encourage you to apply for this exciting opportunity. As a Senior Program Manager at arenaflex, you will play a critical role in shaping the future of customer service and driving programs that touch millions of customers worldwide.

This is your chance to join a team of passionate, dedicated professionals who are committed to making a difference. If you have the experience, skills, and drive to succeed in this role, we want to hear from you. Apply today and become part of a team that is transforming the way businesses connect with their customers.

At arenaflex, we believe that great things happen when talented people come together to solve complex challenges. Your next great adventure starts here.

Apply now and help us build the future of customer experience at arenaflex!