Experienced Shared Services Manager – Partner & Customer Service Excellence (Remote-Friendly)

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About arenaflex

Welcome to arenaflex, where we're not just brewing opportunities—we're crafting experiences that connect people and communities. From our origins, we set out to be a different kind of organization, one that celebrates rich traditions while bringing a genuine feeling of connection to everyone we serve. Our commitment to excellence extends far beyond our products; it defines how we treat our partners, customers, and the communities we operate in.

At arenaflex, we believe that extraordinary leaders are forged through their passion for service and their dedication to continuous improvement. We take pride in developing talent that shares this commitment and is guided by the belief that every interaction is an opportunity to create meaningful connections. Our Partner and Customer Service division plays a critical role in this mission, supporting contact centers across multiple channels and ensuring that every customer experience is intuitive, effortless, and memorable.

As we continue to evolve our service delivery model, we're looking for a visionary Shared Services Manager who thrives on operational excellence and has a genuine passion for transforming contact center experiences. If you're ready to showcase your continuous improvement expertise and make a lasting impact, this is your opportunity to join a team that values innovation, collaboration, and servant leadership.

Position Overview

We're searching for an experienced Shared Services Manager to lead continuous improvement initiatives within our Partner and Customer Service division. In this role, you'll serve as a catalyst for operational transformation, working cross-functionally to enhance contact center service experiences for customers, partners, and agents. You'll leverage continuous improvement tools and methodologies to discover opportunities, implement countermeasures, and eliminate waste—all while mitigating risk, reducing costs, and driving sustained operational excellence.

You'll support our strategic vision to deliver intuitive and effortless service experiences across multiple contact channels, strengthen brand affinity, grow customer loyalty, and reduce contact volume. This is your chance to apply your passion for continuous improvement and make it easy for customers to get the help they need—when they need it.

What You'll Do

As a Shared Services Manager at arenaflex, you'll be at the forefront of transforming how we serve our customers and partners. Your responsibilities will span strategic planning, project leadership, team coaching, and operational optimization. Here's what you can expect:

• Lead Continuous Improvement Initiatives: Spearhead transformational improvement projects that evolve the service experience delivered by our contact centers. You'll pair your obsession with operational excellence with your continuous improvement expertise to coordinate and lead initiatives that drive measurable results.


• Cross-Functional Collaboration: Work seamlessly across departments to improve contact center service experiences for customers, partners, and agents. Your ability to navigate complex organizational structures will be key to success.


• Process Optimization: Apply continuous improvement tools and methods to identify opportunities and implement countermeasures that eliminate waste, mitigate risk, reduce costs, and drive operational excellence throughout the contact center ecosystem.


• Coaching and Mentorship: Guide cross-functional partners through problem-solving activities and improvement projects. You'll educate team members on operational improvement principles and continuous improvement methodologies, empowering others to adopt a continuous improvement mindset.


• Digital Fraud Mitigation: Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center, protecting both the organization and our customers from emerging threats.


• Strategy Execution: Support the broader strategy to deliver intuitive and effortless service experiences across multiple contact channels, driving brand affinity and customer loyalty while optimizing operational efficiency.


• Change Management: Influence and manage change across the organization, helping teams navigate transitions and adopt new processes with confidence and enthusiasm.

What We're Looking For

We're seeking a candidate who brings a unique blend of technical expertise, leadership capabilities, and a passion for continuous improvement. The ideal candidate will have:

Essential Qualifications

• Experience: A minimum of 5 years working across functional areas to develop effective business solutions that align with organizational and department objectives.


• Project Management: At least 3 years of experience in implementation and/or project management, with a track record of delivering results on time and within scope.


• Requirements Analysis: 3+ years conducting requirements gathering and analysis, with the ability to translate business needs into actionable solutions.


• Relationship Building: Expertise in building and establishing relationships across multiple levels, both within and external to the organization.


• Change Management: Skilled in influencing and managing change in dynamic, fast-paced environments.


• Decision-Making: Strong decision-making skills with the ability to navigate ambiguity and make sound judgments under pressure.


• Problem-Solving: The ability to apply a structured problem-solving framework to complex challenges.


• Process Improvement: Demonstrated experience in process improvement, whether formal or informal.


• Education: A bachelor's degree or significant relevant experience that demonstrates equivalent competency.


• Technical Skills: Hands-on experience designing tools for operations supporting contact centers or enhancing customer experience.


• Business Acumen: Strong organizational planning, development, and business judgment skills.


• Innovation: A demonstrated history of delivering innovative solutions that drive measurable business value.


• Analytical Capabilities: Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.

Preferred Qualifications

• Advanced certifications in Lean, Six Sigma, or other continuous improvement methodologies


• Experience in the retail, hospitality, or food service industry


• Knowledge of contact center technologies and customer relationship management systems


• Familiarity with digital fraud prevention strategies in customer service environments


• Experience managing vendor relationships and outsourced service partnerships

Skills and Competencies

To succeed in this role, you'll need to demonstrate the following core competencies:

• Continuous Improvement Expertise: Deep knowledge of Lean, Six Sigma, or similar methodologies, with the ability to apply these tools to real-world contact center challenges.


• Strategic Thinking: The ability to see the big picture while managing tactical details, ensuring that initiatives align with broader organizational goals.


• Communication Excellence: Exceptional verbal and written communication skills, with the ability to present complex ideas clearly and persuasively to diverse audiences.


• Data-Driven Decision Making: Comfortable working with data and analytics to identify trends, measure progress, and inform strategic decisions.


• Adaptive Leadership: The flexibility to adjust your approach based on changing circumstances and the needs of different stakeholders.


• Customer Obsession: A genuine passion for understanding customer needs and creating experiences that exceed expectations.


• Collaborative Mindset: A team-first attitude that prioritizes partnership and collective success over individual glory.

Career Growth and Development

At arenaflex, we're invested in your growth and development. As a Shared Services Manager, you'll have access to a wide range of opportunities to expand your skills and advance your career:

• Leadership Development: Access to comprehensive training programs designed to sharpen your leadership capabilities and prepare you for greater responsibilities.


• Continuous Learning: Opportunities to pursue advanced certifications in continuous improvement methodologies, project management, and contact center operations.


• Career Pathing: Clear pathways for advancement into senior management roles, including Director of Operations, VP of Customer Experience, and other leadership positions.


• Cross-Functional Exposure: The chance to work with diverse teams across the organization, gaining broad experience and expanding your professional network.


• Industry Recognition: Exposure to industry best practices and opportunities to contribute to thought leadership within the customer service field.

Work Environment and Culture

Join a team that truly values its people and fosters an environment of inclusion, respect, and innovation. At arenaflex, you'll find:

• Flexible Work Arrangements: We offer flexible scheduling and remote work options. For candidates in the greater Seattle area, we provide a flexible workplace that allows for hybrid work, with the ability to work remotely up to two days per week.


• Inclusive Culture: We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe this diversity enables us to better meet our mission and serve our customers throughout our global communities.


• Collaborative Atmosphere: A supportive environment where teamwork, open communication, and mutual respect are foundational to how we work.


• Innovation Focus: Encouragement to think creatively, challenge the status quo, and propose new solutions to old problems.


• Community Connection: Opportunities to participate in community initiatives and give back to the neighborhoods we serve.

Compensation and Benefits

At arenaflex, we believe in rewarding our partners for the value they bring to the organization. We offer a comprehensive compensation and benefits package designed to support your well-being, financial security, and personal growth:

• Competitive Pay: A competitive salary that recognizes your experience and contributions.


• Tuition Coverage: 100% tuition coverage through our arenaflex College Achievement Plan, empowering you to pursue advanced education and skills development.


• Health Coverage: A variety of health plans to choose from, ensuring you and your family have access to quality healthcare.


• Stock & Savings Programs: Equity rewards through our Bean Stock program, giving you a stake in the company's success.


• Flexible Scheduling: Flexible scheduling options that promote work-life balance.


• Paid Time Off: Opportunities for paid time off to rest, recharge, and pursue your passions outside of work.


• Additional Perks: Many locations offer free beverages, merchandise discounts, and other exclusive benefits.

Why Join arenaflex?

When you join arenaflex, you become part of something bigger than yourself. You're joining a team of passionate individuals who are committed to making a difference in the lives of our customers and communities. You'll have the opportunity to apply your expertise, grow your skills, and contribute to a mission that goes beyond business—it's about creating moments of connection and joy for millions of people every day.

We're not just looking for employees; we're looking for partners who share our values and are excited to contribute to our continued success. If you're ready to be challenged, inspired, and rewarded, we invite you to apply today and become part of the arenaflex family.

How to Apply

Ready to take the next step in your career? We encourage you to apply today! Submit your application online and join a team that's passionate about delivering exceptional experiences.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities.

People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us.

Join us and inspire with every interaction. Apply today!