Senior Program Manager, Self-Service Solutions and Customer Experience Innovation

About arenaflex

At arenaflex, we believe that exceptional customer experiences are the cornerstone of lasting business success. We're on a mission to revolutionize how customers interact with our products and services through cutting-edge self-service technologies and intelligent automation solutions. As part of our Customer Engagement Technology (CET) team, you'll join a dynamic group of innovators who are passionate about creating seamless, intuitive support experiences that delight millions of customers worldwide.

We're looking for a visionary Senior Program Manager who thrives in ambiguous environments and is excited about shaping the future of customer support. If you're someone who cares deeply about customer experience and wants to be at the forefront of delivering innovative support solutions, then arenaflex is the place for you!

Position Overview

We are seeking an experienced Senior Program Manager to join our Customer Engagement Technology (CET) Team. In this critical role, you will be responsible for driving high-visibility programs that directly impact the customer experience globally. You will own and execute complex projects and programs, serving as a thought leader and innovator within the organization. This is an exceptional opportunity to make a significant impact on how millions of customers interact with our services every day.

As a Senior Program Manager at arenaflex, you will lead programs focused on self-service and automation solutions for customers, marketplace expansion activities, and continuous improvement program delivery. You'll work cross-functionally with teams across the organization to deliver solutions that enhance customer satisfaction, reduce support costs, and drive operational efficiency.

Key Responsibilities

As the singular owner of your programs, you will manage all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap. Your responsibilities will include:

• Program Ownership: Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap.


• Requirements Definition: Define business and systems requirements working with internal and external customers to ensure solutions meet real needs.


• Project Execution: Define and execute the project plan from design to release, securing resources and managing implementation effectively.


• Communication Leadership: Clearly communicate goals, roles, responsibilities, and desired outcomes to all stakeholders.


• Cross-Functional Collaboration: Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.


• Strategic Tradeoffs: Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.


• Stakeholder Management: Manage multiple internal and external, cross-functional, and remote stakeholders effectively.


• Change Management: Develop change processes associated with program rollout and ongoing support.


• Performance Tracking: Track delivery against program objectives and implement proposals to improve program services and efficiencies.


• Program Scaling: Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.


• Strategic Innovation: Ideate and drive strategic change across the broader CET team.

Essential Qualifications

To be successful in this role, you must have:

• A bachelor's degree in Business, Computer Science, Engineering, or a related field (or equivalent work experience).


• 7+ years of experience in program or project management, with a proven track record of delivering complex initiatives.


• Demonstrated experience managing large-scale, cross-functional programs from conception through implementation.


• Strong analytical skills with the ability to define metrics, measure success, and use data to drive decision-making.


• Excellent written and verbal communication skills, with the ability to present to senior leadership and influence stakeholders at all levels.


• Experience working with technical and non-technical teams to achieve common goals.


• Strong problem-solving skills with the ability to navigate ambiguity and drive results in a fast-paced environment.


• Proven ability to manage multiple priorities simultaneously while maintaining attention to detail.

Preferred Qualifications

Ideally, you also have:

• An advanced degree (MBA, Master's in related field) or PMP/PRINCE2 certification.


• Experience in customer service, self-service technology, or automation domains.


• Background in SaaS, e-commerce, or technology companies with global customer bases.


• Experience with Agile/Scrum methodologies and modern project management tools.


• Knowledge of customer experience best practices and metrics (NPS, CSAT, CES).


• Experience scaling programs internationally across multiple regions.


• Familiarity with AI/ML-powered automation solutions and their application in customer support.

Skills and Competencies

We're looking for someone who brings:

• Collaborative Work Style: You thrive when working with diverse teams and can build strong relationships across organizational boundaries.


• Innovative Mindset: You're constantly looking for better ways to solve problems and aren't afraid to challenge the status quo.


• Unparalleled Work Ethic: You bring energy, drive, and a commitment to excellence in everything you do.


• Customer-Centricity: You genuinely care about the customer experience and advocate for their needs.


• Strategic Thinking: You can see the big picture while still executing on critical details.


• Adaptability: You're comfortable with ambiguity and can pivot quickly as priorities change.


• Leadership Presence: You can inspire and motivate teams, even without direct authority.

Career Growth and Development

At arenaflex, we're invested in your professional growth. As a Senior Program Manager, you'll have numerous opportunities to advance your career:

• Work on cutting-edge self-service and automation technologies that impact millions of customers globally.


• Develop expertise in customer experience strategy and innovation.


• Expand your leadership skills through cross-functional collaboration and stakeholder management.


• Access to continuous learning opportunities, including training programs, certifications, and conferences.


• Clear career paths toward Director-level positions and beyond.


• Mentorship from senior leaders within the organization.


• Exposure to global business operations and international expansion initiatives.

Work Environment and Culture

arenaflex offers a dynamic, fast-paced work environment where innovation is celebrated and customer obsession is at the heart of everything we do. Our culture emphasizes:

• Collaboration: We believe the best solutions come from diverse perspectives working together.


• Innovation: We encourage creative thinking and experimentation to drive continuous improvement.


• Customer Focus: Every decision we make is guided by what's best for our customers.


• Work-Life Balance: We support your well-being with flexible work arrangements and generous time off.


• Inclusion: We foster an environment where everyone feels valued and can do their best work.


• Ownership: We empower our employees to take initiative and drive results.

You'll be joining a team that is passionate about transforming customer support through technology. Our Seattle office provides a modern workspace with access to collaborative spaces, state-of-the-art tools, and a vibrant community of professionals dedicated to excellence.

Compensation and Benefits

arenaflex offers competitive compensation packages that include:

• Base salary commensurate with experience and qualifications.


• Annual performance bonuses and equity participation.


• Comprehensive health, dental, and vision insurance.


• 401(k) retirement plan with company matching.


• Generous paid time off and parental leave.


• Professional development budget and learning opportunities.


• Wellness programs and employee assistance resources.


• Relocation assistance for eligible candidates.

Why Join arenaflex?

This is a unique opportunity to join a team that's transforming how customers interact with technology. You'll work on meaningful problems, collaborate with talented colleagues, and see the direct impact of your work on customer satisfaction. We move fast, innovate constantly, and support each other along the way.

If you're ready to take the next step in your career and make a real difference in the lives of millions of customers, we encourage you to apply. We're excited to learn how your skills and experience can contribute to our mission of delivering exceptional customer experiences.

How to Apply

We are currently hiring for this position to work out of our Seattle, WA office. If you're passionate about customer experience and want to be part of something truly transformative, we'd love to hear from you.

Join arenaflex and help us shape the future of customer engagement technology!