At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Senior Manager, Customer Care, you'll play a critical role in leading our dedicated team in resolving escalated customer service issues and managing executive escalations. This is an exciting opportunity to empower our partners with the necessary tools and resources to deliver outstanding service while collaborating with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.
**About arenaflex**
arenaflex is a leading company that's passionate about delivering exceptional customer experiences. We're committed to empowering our partners to make a meaningful difference in the lives of our customers. Our company culture is built on a foundation of respect, empathy, and a passion for innovation. We're dedicated to creating a workplace that's inclusive, diverse, and supportive of our partners' growth and development.
**Responsibilities**
As a Senior Manager, Customer Care, you'll be responsible for:
* **Modeling Leadership Behaviors**: You'll embody the arenaflex Mission and Values, providing coaching and developmental opportunities to our partners to help them grow and develop in their roles.
* **Developing and Implementing New Processes**: You'll lead the development and implementation of new processes to address escalations and highly visible mentions, ensuring that our customers receive exceptional service and support.
* **Providing Customer Care Insights**: You'll provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams, ensuring that our customers receive consistent and high-quality service.
* **Partnering with Stakeholders**: You'll partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides, ensuring that our customers receive timely and effective support.
* **Supporting Enterprise Social Customer Care Strategy**: You'll support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media and providing insights to inform strategies and storytelling.
* **Performing Research and Analysis**: You'll perform research, listening, and performance analysis to inform strategies and storytelling insights through data, ensuring that our customers receive relevant and effective support.
* **Collaborating with Support and Business Units**: You'll collaborate and establish partnerships with support and business units to continuously innovate and redesign processes, ensuring that our customers receive exceptional service and support.
**Requirements**
To be successful in this role, you'll need:
* **Bachelor's Degree or Significant Relevant Experience**: You'll have a bachelor's degree or significant relevant experience in a related field.
* **Professional Experience Managing Branded Channels**: You'll have professional experience managing branded channels across multiple social media platforms.
* **5+ Years Managing Successful Teams**: You'll have 5+ years of experience managing successful teams, with a proven track record of delivering results and driving growth.
* **5+ Years General Business Experience**: You'll have 5+ years of general business experience in large, matrixed organizations, with a strong understanding of business principles and practices.
* **5+ Years Leading Cross-Functional Initiatives**: You'll have 5+ years of experience leading cross-functional initiatives, with a proven ability to drive results and deliver innovative solutions.
* **5+ Years Change Management Experience**: You'll have 5+ years of experience in change management, with a strong understanding of how to drive change and deliver results.
* **Strong Organizational Planning and Development Skills**: You'll have strong organizational planning and development skills, with the ability to develop and implement effective strategies and plans.
* **Demonstrated History of Delivering Innovative Solutions**: You'll have a demonstrated history of delivering innovative solutions, with a strong ability to think creatively and drive results.
* **Experience Facilitating Root Cause Analysis**: You'll have experience facilitating root cause analysis and driving solutions to complex problems, with a strong ability to analyze data and drive results.
* **Strong Reporting Skills**: You'll have strong reporting skills, with the ability to summarize data into MBR reports and provide actionable insights.
**Nice-to-Haves**
While not required, the following skills and qualifications are nice-to-haves:
* **Strong Awareness of Emerging Trends**: You'll have a strong awareness of emerging trends and the ability to analyze data to provide actionable insights.
* **Ability to Apply Multidisciplinary Business Principles**: You'll have the ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.
**Benefits**
As a Senior Manager, Customer Care at arenaflex, you'll enjoy a range of benefits, including:
* **100% Tuition Coverage**: You'll receive 100% tuition coverage through the arenaflex College Achievement Plan, helping you to pursue your educational goals.
* **Health Coverage**: You'll have access to a range of health coverage options, including a variety of plans to choose from.
* **Stock and Savings Programs**: You'll have access to stock and savings programs, including the equity reward program, Bean Stock.
* **Flexible Scheduling**: You'll have flexible scheduling options, including opportunities for paid time off.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and empowering our partners to make a meaningful difference in the lives of our customers, we'd love to hear from you. Please apply to this role through our website, and we'll be in touch to discuss your application.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from diverse candidates and are an affirmative action employer. We are committed to creating a workplace that's inclusive, diverse, and supportive of our partners' growth and development.