Operations Team Lead - Same Day Delivery Services | Customer Experience Manager

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Join arenaflex: Shape the Future of Same-Day Delivery Operations

Are you ready to be part of a global logistics revolution? At arenaflex, we don't just move packages—we connect businesses and communities across the world, delivering excellence one shipment at a time. As part of the world's leading logistics network, we pride ourselves on innovation, dedication, and most importantly, our incredible people. That's where YOU come in.

arenaflex Same Day is a globally recognized expedited transportation company that thrives on speed, reliability, and exceptional customer service. We're currently seeking an inspired and energetic leader to guide, mentor, and shape the future of our 24x7x365 Same Day Operations team. If you're passionate about driving performance, leading high-performing teams, and delivering outstanding customer experiences, we want to hear from you!

This is more than just a job—it's an opportunity to make a significant impact within a dynamic, fast-paced environment where your leadership skills will directly influence team success and customer satisfaction. Join arenaflex and become part of a team that's redefining what's possible in the world of logistics.

About arenaflex

arenaflex Worldwide Sending (formerly known as DGF) manages the flow of goods and information across our clients' global supply networks using comprehensive air, sea, and ground transportation solutions, customs brokerage services, and dedicated warehousing and distribution centers. As part of the world's leading logistics provider with operations in over 220 countries, we handle millions of shipments daily, connecting businesses and individuals across the globe.

Our commitment to excellence has earned us recognition as a Global Top Employer, and we're proud to foster an inclusive workplace where diversity drives innovation. At arenaflex, every employee contributes to our mission of connecting people and improving lives through logistics excellence.

Position Overview: Operations Team Lead

As an Operations Team Lead at arenaflex Same Day, you will be responsible for managing and driving the performance of our Operations Specialist team. You'll be the heartbeat of our daily operations, ensuring that KPIs are met, team members are motivated, and customers receive the exceptional service they deserve.

This role requires a unique blend of leadership, operational expertise, and customer-focused thinking. You'll serve as both a manager and mentor, guiding your team through daily challenges while identifying opportunities for growth and improvement. The ideal candidate thrives in a fast-paced environment, excels at multitasking, and is passionate about developing talent.

Key Responsibilities

• Team Leadership: Lead, motivate, and supervise a team of Operations Specialists, fostering a culture of excellence, accountability, and continuous improvement


• Performance Management: Drive execution improvement of Operations Specialists to achieve and exceed KPIs, including delivery times, customer satisfaction scores, and operational efficiency metrics


• Coaching and Development: Mentor, counsel, and provide directional guidance to the Operations Specialists team; identify training requirements and create opportunities to develop a highly skilled team


• Performance Analysis: Participate in reviews with the Operations Manager to identify areas of improvement, regularly reviewing KPIs and enhancing overall service quality


• Workload Management: Prioritize and delegate work tasks among team members, ensuring balanced workloads and optimal productivity


• Customer Inquiry Management: Ensure all client inquiries are addressed promptly, professionally, and to the highest standards of service


• Cross-Functional Collaboration: Collaborate with other functional units to ensure smooth client-related process streams and seamless operations


• Training Initiatives: Play an active role in the development, learning opportunities, and training of Customer Relationship Specialists


• Escalation Management: Serve as the primary escalation point for clients, Operations teams, international offices, and other stakeholders; raise issues to the Operations Manager and/or SMT as needed


• Team Inspiration: Provide professional and exceptional service to the team; inspire the team to deliver the same exceptional experience to every customer


• Daily Operations Support: Aid in the management of daily workload handling, including processing emails, managing calls, and executing order processing tasks


• Process Improvement: Identify opportunities for operational improvements and implement best practices to enhance team efficiency

Essential Qualifications

• Proven Experience: Demonstrated history in an Operations Specialist or other client-facing role, with strong customer communication skills


• Industry Knowledge: Solid understanding of Same Day business products and business systems used in expedited logistics


• Multi-Tasking Skills: Proven track record of handling multiple priorities and expectations within a high-speed operations environment


• Technical Proficiency: Strong technology skills including MS Word and Excel (intermediate to advanced level)


• Process Orientation: Must be process-driven and results-oriented, with a focus on achieving positive and successful outcomes


• Operational Expertise: Strong knowledge of Operations processes and systems used in logistics and supply chain management


• Leadership Capabilities: Ability to take ownership and steer the Operations Group toward success


• Problem-Solving: Ability to identify and address customer issues in a pleasant and friendly manner


• Communication Skills: Excellent verbal and written communication skills, with strong interpersonal abilities


• Self-Motivation: Independent working style with the ability to thrive with minimal supervision


• Professionalism: Excellent phone and email etiquette


• Language Proficiency: Strong knowledge of English (verbal and written)


• Leadership Qualities: Strong leadership characteristics and attributes that inspire others

Preferred Qualifications

• Previous experience in a supervisory or team lead role within logistics, supply chain, or customer service


• Bachelor's degree in Business Administration, Logistics, or a related field


• Experience with customer relationship management (CRM) systems


• Knowledge of international shipping regulations and customs procedures


• Six Sigma or Lean certification is a plus


• Previous experience in a 24/7 operations environment

Skills and Competencies Required for Success

To thrive in this role at arenaflex, you'll need a combination of hard and soft skills:

• Leadership Excellence: The ability to inspire, motivate, and develop team members while maintaining high performance standards


• Analytical Thinking: Strong problem-solving skills with the ability to analyze data, identify trends, and make data-driven decisions


• Adaptability: Comfortable working in a rapidly changing environment with shifting priorities


• Customer Focus: Deep commitment to delivering exceptional customer experiences at every touchpoint


• Time Management: Exceptional organizational skills with the ability to manage multiple deadlines simultaneously


• Emotional Intelligence: Strong empathy and interpersonal skills to handle challenging situations professionally


• Communication Fluency: Clear, concise, and persuasive communication across all levels of the organization


• Technical Acumen: Comfortable learning and adapting to new technologies and systems

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our people. As an Operations Team Lead, you'll have access to numerous opportunities for professional development and career advancement:

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


• Career Path Advancement: Clear advancement pathways to Operations Manager, Senior Operations Manager, and beyond


• Cross-Functional Exposure: Opportunities to work with different departments and gain holistic understanding of the logistics industry


• Industry Certifications: Support for obtaining relevant industry certifications (Six Sigma, Lean, APICS, etc.)


• Global Mobility: Potential for international assignments and exposure to global operations


• Mentorship Programs: Both receive mentorship from senior leaders and mentor junior team members


• Continuous Learning: Access to online learning platforms and internal training resources

Work Environment and Company Culture

Life at arenaflex is dynamic, inclusive, and rewarding. Here's what you can expect:

• Inclusive Culture: We celebrate diversity and believe different perspectives make us stronger


• Collaborative Environment: Work alongside passionate professionals who are committed to excellence


• Innovation Focus: We encourage creative problem-solving and continuous improvement


• Work-Life Balance: While this is a 24x7 operation, we support flexible scheduling and prioritize employee well-being


• Team Spirit: Regular team-building activities and collaborative projects


• Recognition Programs: We celebrate achievements and recognize outstanding contributions


• Community Involvement: Opportunities to participate in corporate social responsibility initiatives

Compensation, Perks, and Benefits

arenaflex offers competitive compensation along with a comprehensive benefits package designed to support your well-being and financial security:

• Competitive Hourly Rate: Attractive compensation starting at $35/hour (commensurate with experience)


• Health Insurance: Comprehensive medical, dental, and vision coverage


• Retirement Savings: 401(k) plan with company matching


• Tuition Assistance: Financial support for continuing education and professional development


• Paid Time Off: Generous PTO policy including vacation, sick leave, and holidays


• Employee Assistance Program: Confidential support for personal and professional challenges


• Discount Programs: Access to exclusive discounts on products and services


• Life Insurance: Company-provided life insurance coverage


• Disability Coverage: Short-term and long-term disability insurance


• Wellness Programs: Health and wellness initiatives to keep you at your best

Equal Opportunity Employer

arenaflex is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. We are committed to creating a diverse and inclusive workplace where everyone can thrive and contribute their best work.

Please note: A resume is required to apply for all positions at arenaflex.

Ready to Make an Impact?

If you're ready to take the next step in your career and join a team that's transforming the logistics industry, we encourage you to apply today! At arenaflex, you'll find more than just a job—you'll find a career where your contributions matter, your growth is supported, and your impact is meaningful.

Join the arenaflex family and help us deliver excellence across the globe. We can't wait to see what you'll accomplish!

Apply now and become part of something incredible at arenaflex!