**Join arenaflex, a leading food delivery and logistics company, in shaping the future of customer experience**
At arenaflex, we're on a mission to revolutionize the way people think about food delivery and logistics. Our team is passionate about creating an exceptional customer experience that sets us apart from the rest. As a key member of our global help desk operations team, you'll play a crucial role in driving quality improvements and efficiency gains across our vast network of customer support centers.
**About the Job**
We're seeking an experienced Full Stack Customer Experience Manager to join our team in Seattle, USA. As a key member of our global help desk operations team, you'll be responsible for overseeing the quality of our customer support experience, ensuring that our help partners (BPOs) meet our high standards, and driving continuous improvement initiatives to enhance our customer satisfaction scores.
**Key Responsibilities:**
* Develop and implement quality monitoring programs to identify areas for improvement and drive measurable results
* Collaborate with our training and content teams to ensure consistency with new releases, processes, and strategies
* Maintain quality performance across multiple locations within an aligned objective framework
* Perform business audits with help partner groups to identify opportunities for improvement
* Identify, suggest, and implement process and project enhancements
* Work cross-functionally to identify areas of opportunity for arenaflex to improve its business by understanding customer needs
* Recognize and investigate trends early and frequently, and drive initiatives to address them
* Perform other duties as assigned by management or on a case-by-case basis
**This role may require 20% travel (domestic and international)**
**We're excited about you because:**
* You have a BA/BS degree in quantitative or business fields or four years of work experience in quantitative or business areas
* You have a proven track record of driving quality improvements and efficiency gains across multiple help desk operations
* You are analytical and data-driven, with experience refining large datasets to meaningful insights
* You know how to present complex data clearly and concisely with strong written, verbal, and visual communication skills
* You are efficient and detail-oriented, with perfect development and fully finished capabilities
* You are comfortable in a fast-paced, constantly evolving, team-oriented environment and able to handle multiple deadlines simultaneously
* You have a owner mindset, focused on quality, yield-driven, proactive, and continuously driving yourself to improve
**About arenaflex**
At arenaflex, our mission to engage local economies shapes how our colleagues move quickly, learn, and repeat to make effective decisions that show compassion for our range of customers – from Dashers to shipping partners to customers. We are a technology and logistics company that started with home-to-home delivery, and we are looking for colleagues who can help us go from an organization that is known for delivering food to an organization that people go to for all possible products.
arenaflex is growing rapidly and evolving constantly, which offers our colleagues the opportunity to share their unique perspectives, tackle new challenges, and own their careers. We're committed to supporting workers' satisfaction, strength, and overall well-being by providing comprehensive benefits and perks, including premium healthcare, health care reimbursement, paid parental leave, and more.
**Our Commitment to Diversity and Inclusion**
We're committed to developing and engaging a more diverse community within our organization, industry, and communities. That's why we recruit and develop diverse teams of people from all backgrounds, experiences, and perspectives. We believe that genuine growth happens when everyone has a seat at the table and the tools, resources, and opportunities to succeed.
**Proclamation of Non-Discrimination**
Regarding our beliefs and objectives, no employee or candidate will face discrimination or harassment based on: race, ethnicity, ancestry, national origin, religion, age, gender, marital or domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Beyond discrimination and harassment based on "protected classes," we also strive to prevent other subtle forms of unacceptable behavior (i.e., stereotyping) from taking hold in our office. Whether overt or hidden, barriers to progress have no place at arenaflex. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA, Native American or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently abled, parents and caregivers, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
**If you require accommodations, please inform your hiring contact upon initial contact.**
**Pay**
The area-specific base salary range for this position is listed below. Pay in other geographies may vary. Actual pay within the salary range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For jobs that are available to be filled remotely, base salary is capped by employee work location. Please discuss your planned work location with your hiring representative for more information.
arenaflex cares about you and your overall well-being, and that's why we offer a comprehensive benefits package, for full-time employees, that includes health insurance benefits, a 401(k) plan with a company match, short- and long-term disability insurance, basic life insurance, wellness benefits, paid time off, paid parental leave, and several paid holidays, among others.
In addition to base salary, the compensation package for this role also includes opportunities for equity awards.
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