**Experienced Shared Services Manager – Partner & Customer Service (Remote) at arenaflex**

At arenaflex, we're not just a company – we're a community of passionate individuals who share a common goal: to deliver exceptional experiences that leave a lasting impact. As a leader in the industry, we're committed to fostering a culture of innovation, inclusivity, and growth. We're now seeking an experienced Shared Services Manager to join our team and drive operational excellence across our contact centers.

• *About arenaflex**

arenaflex is a forward-thinking organization that's dedicated to making a difference in the lives of our customers, partners, and employees. We're known for our commitment to quality, our passion for innovation, and our dedication to creating a workplace that's inclusive, diverse, and welcoming. As a Shared Services Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who share your values and are passionate about making a positive impact.

• *Job Summary**

As a Shared Services Manager, you'll play a critical role in driving operational excellence across our contact centers. You'll lead continuous improvement efforts, coach and mentor cross-functional partners, and educate team members on operational improvement and CI principles. You'll also coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center.

• *Key Responsibilities**

• Lead continuous improvement efforts to evolve the service experience delivered by arenaflex contact centers. You'll pair an obsession with operational excellence with continuous improvement skill and expertise to coordinate and lead transformational improvement projects.
• Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
• Educate team members on operational improvement and CI principles.
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center.
• Collaborate with cross-functional teams to identify opportunities for process improvement and implement changes that drive operational excellence.
• Develop and implement metrics to measure the effectiveness of continuous improvement initiatives.
• Provide coaching and guidance to team members to ensure they have the skills and knowledge needed to succeed in their roles.

• *Essential Qualifications**

• 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
• 3 years of experience in implementation and/or project management.
• 3+ years of experience conducting requirements gathering and analysis.
• Expertise in building and establishing relationships across multiple levels, both within and external to the organization.
• Skilled in influencing and managing change.
• Ability to work in a fast-paced and changing environment.
• Strong decision-making skills.
• Ability to apply a structured problem-solving framework.
• Process improvement experience (formal or informal).
• Bachelor's degree or significant relevant experience.
• Hands-on experience designing tools for operations supporting contact centers or customer experience.
• Strong organizational planning, development, and business judgment.
• Demonstrated history of delivering innovative solutions.
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.

• *Preferred Qualifications**

• Experience working in a contact center environment.
• Knowledge of continuous improvement methodologies and tools.
• Experience with data analysis and metrics development.
• Certification in a relevant field (e.g. Six Sigma, Lean).

• *Skills and Competencies**

• Strong leadership and coaching skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and changing environment.
• Strong analytical and problem-solving skills.
• Ability to apply a structured problem-solving framework.
• Experience with data analysis and metrics development.
• Knowledge of continuous improvement methodologies and tools.
• Strong organizational planning, development, and business judgment.
• Demonstrated history of delivering innovative solutions.

• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Shared Services Manager, you'll have access to a range of learning and development opportunities, including:

• Training and development programs to help you build your skills and knowledge.
• Mentorship and coaching from experienced leaders.
• Opportunities to take on new challenges and responsibilities.
• A culture of innovation and experimentation, where you can try new things and learn from your mistakes.
• A collaborative and supportive work environment, where you can work with a talented team of professionals who share your values.

• *Work Environment and Company Culture**

arenaflex is a remote-friendly organization, and as a Shared Services Manager, you'll have the flexibility to work from home up to two days per week. We're committed to creating a workplace that's inclusive, diverse, and welcoming, and we're proud to offer a range of benefits and perks to support our employees' well-being and success.

• *Compensation, Perks, and Benefits**

arenaflex offers a comprehensive compensation and benefits package to our eligible part-time and full-time employees. Benefits include:

• Competitive pay and bonuses.
• 100% tuition coverage through our arenaflex College Achievement Plan.
• Health coverage with a variety of plans to choose from.
• Stock and savings programs like our equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.
• A range of other benefits and perks, including free coffee and snacks, on-site fitness classes, and more.

• *How to Apply**

If you're a motivated and experienced professional who's passionate about delivering exceptional experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

• *Equal Employment Opportunity**

arenaflex is an equal employment opportunity employer, and we're committed to creating a diverse and welcoming workplace that includes employees with diverse backgrounds and experiences. We believe that this 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 Corporation 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 at [insert contact information].