Senior Shared Services Manager – Partner & Customer Service Transformation & Continuous Improvement (Remote)

About arenaflex – A Global Leader in Connection and Community

arenaflex is more than a coffee‑centric brand; it is a worldwide community that brings people together through shared experiences, innovative service, and a deep commitment to sustainability. With a legacy of pioneering customer‑focused solutions, arenaflex continuously redefines what it means to serve partners and customers alike. Our culture celebrates curiosity, collaboration, and the relentless pursuit of operational excellence. If you thrive in an environment where every interaction matters and where continuous improvement is a way of life, you have found your next career home.

Why This Role Matters

As a Shared Services Manager – Partner & Customer Service, you will be at the heart of arenaflex’s mission to deliver effortless, intuitive service experiences across multiple contact channels. You will lead cross‑functional teams, apply proven Continuous Improvement (CI) methodologies, and drive transformational projects that eliminate waste, mitigate risk, reduce cost, and elevate brand affinity. This is a unique opportunity to showcase your expertise in operational excellence while shaping the future of arenaflex’s contact center ecosystem.

Key Responsibilities

• Lead Continuous Improvement Initiatives: Design, launch, and manage large‑scale improvement projects that enhance the service experience for customers, partners, and agents across all contact channels.
• Cross‑Functional Coaching & Mentoring: Partner with internal stakeholders—including sales, HR, fulfillment, facilities, operations, and technical services—to embed CI principles and foster a culture of problem‑solving.
• Education & Enablement: Develop and deliver training programs that empower team members to apply CI tools, root‑cause analysis, and lean methodologies in their daily work.
• Fraud Mitigation & Service Recovery: Coordinate solutions that address digital fraud, concession abuse, and other service recovery challenges, ensuring a secure and trustworthy customer journey.
• Data‑Driven Decision Making: Leverage analytics to identify high‑impact opportunities, track performance metrics, and communicate results to senior leadership.
• Stakeholder Relationship Management: Build and sustain strong relationships across multiple organizational levels, both internal and external, to drive alignment and collaboration.
• Project Management: Oversee the full project lifecycle—from requirements gathering and analysis to implementation and post‑launch evaluation—ensuring timely delivery and measurable outcomes.
• Standardization & Documentation: Create reusable frameworks, SOPs, and best‑practice guides that institutionalize improvements and support future scalability.

Essential Qualifications

• Minimum 5 years of experience developing business solutions that align with corporate and departmental objectives across functional areas.
• At least 3 years of hands‑on implementation and/or project management experience, preferably within a contact‑center or customer‑experience environment.
• Demonstrated expertise in requirements gathering, analysis, and documentation for complex, multi‑stakeholder initiatives.
• Proven ability to build and nurture relationships at all organizational levels, both within and outside the company.
• Strong influencing skills with a track record of successfully managing change in fast‑paced settings.
• Excellent decision‑making capabilities, supported by a structured problem‑solving framework (e.g., DMAIC, PDCA).
• Formal or informal experience in process improvement, lean, Six Sigma, or related methodologies.
• Bachelor’s degree in Business, Engineering, Operations Management, or a related field, or equivalent professional experience.
• Hands‑on experience designing tools and workflows that support contact‑center operations and enhance the overall customer experience.
• Strong organizational planning, business judgment, and the ability to deliver innovative solutions under tight deadlines.
• Experience facilitating root‑cause analysis, developing corrective actions, and establishing standards for future use.

Preferred Qualifications & Additional Skills

• Certification in Lean, Six Sigma, or other CI methodologies (e.g., Green Belt, Black Belt).
• Experience with digital fraud detection tools, service recovery processes, or risk‑mitigation frameworks.
• Familiarity with contact‑center technologies such as CRM platforms, workforce management systems, and omnichannel routing solutions.
• Advanced data‑analysis skills, including proficiency with SQL, Tableau, Power BI, or similar visualization tools.
• Demonstrated ability to lead remote or hybrid teams, leveraging virtual collaboration tools effectively.
• Passion for mentorship and talent development, with a history of coaching emerging leaders.

Core Competencies for Success

• Analytical Thinking: Ability to dissect complex problems, identify patterns, and propose data‑driven solutions.
• Communication Excellence: Clear, concise, and persuasive communication with diverse audiences, from front‑line agents to senior executives.
• Strategic Vision: Understanding of how operational improvements tie into broader business goals and brand strategy.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly and new challenges emerge daily.
• Collaboration: Strong team player who values diverse perspectives and fosters inclusive decision‑making.
• Customer‑Centric Mindset: Deep empathy for customers and partners, always seeking ways to simplify and enhance their experience.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Shared Services Manager, you will have access to:

• Leadership development programs that prepare you for senior‑level operational roles.
• Mentorship from seasoned executives who have driven global transformation initiatives.
• Tuition assistance through the arenaflex College Achievement Plan, covering 100% of eligible coursework.
• Opportunities to work on high‑visibility projects that influence the company’s strategic direction.
• Cross‑functional rotations that broaden your expertise across sales, HR, fulfillment, and technology.

Work Environment & Culture at arenaflex

Our culture is built on the belief that great ideas come from diverse voices. At arenaflex you will experience:

• A flexible, hybrid work model that allows remote work up to two days per week for employees in the greater Seattle area (or equivalent arrangements for other locations).
• A collaborative, inclusive atmosphere where every partner feels valued and empowered to contribute.
• Regular “coffee chats,” virtual town halls, and community‑building events that keep the spirit of connection alive.
• Commitment to sustainability and social responsibility, with initiatives that give back to local and global communities.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience, plus performance‑based bonuses.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Retirement savings plans with company matching contributions.
• Equity participation through the arenaflex Stock Reward Program, aligning your success with the company’s growth.
• Generous paid time off, flexible scheduling, and holiday leave.
• Free coffee and beverage perks for on‑site employees, plus discounts on arenaflex merchandise.
• Access to the arenaflex College Achievement Plan for tuition reimbursement.
• Employee assistance programs, wellness resources, and mental‑health support.

Application Process & Next Steps

If you are ready to drive transformational change, inspire partners, and elevate the customer experience at arenaflex, we want to hear from you. Click the link below to submit your application and join a team that believes every interaction can make a difference.

Apply Now

Equal Opportunity & Inclusion Statement

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. We are committed to fostering a diverse and welcoming workplace that reflects the communities we serve. Candidates with diverse backgrounds—including people of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities—are strongly encouraged to apply. If you require accommodation during the application or interview process, please contact us at 206‑318‑0660 or email [email protected].

Join arenaflex – Inspire With Every Interaction

At arenaflex, your work will have a tangible impact on millions of lives worldwide. Bring your passion for continuous improvement, your strategic mindset, and your collaborative spirit to a role that celebrates innovation and service excellence. Apply today and become part of a legacy that connects people, one conversation at a time.