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

Welcome to arenaflex – Where Innovation Meets Service Excellence

At arenaflex, we believe that great service is the cornerstone of lasting relationships. From our humble beginnings as a coffee‑centric brand, we have evolved into a global leader that connects people, communities, and cultures through memorable experiences. Our mission is to inspire every partner and customer to feel a sense of belonging, and we achieve this by fostering a culture of continuous improvement, operational brilliance, and authentic human connection.

As a remote‑first organization, arenaflex embraces flexibility, diversity, and the power of technology to create seamless service experiences across every touchpoint. Whether it’s a quick chat, a phone call, an email, or a digital interaction, our partners are empowered to deliver effortless, intuitive support that drives brand affinity and loyalty.

Why This Role Matters

The Shared Services Manager – Partner & Customer Service is a pivotal position that sits at the intersection of strategy, operations, and people development. You will lead cross‑functional initiatives that transform the way our contact centers operate, ensuring that every interaction is efficient, cost‑effective, and delightfully simple for our customers and partners alike. This is your chance to showcase your expertise in Continuous Improvement (CI) while shaping the future of service delivery at arenaflex.

Key Responsibilities

• Lead Continuous Improvement Initiatives: Design, execute, and champion transformational projects that elevate the service experience across all arenaflex contact channels.
• Cross‑Functional Coaching & Mentoring: Partner with leaders from Customer Relations, Sales, Human Resources, Order Fulfillment, Operations, and Technical Services to embed CI principles and drive sustainable change.
• Operational Excellence Education: Develop and deliver training programs that empower team members to apply structured problem‑solving frameworks and lean methodologies.
• Fraud Mitigation & Service Recovery: Coordinate solutions that reduce digital fraud, curb concession abuse, and enhance recovery processes while maintaining a customer‑first mindset.
• Data‑Driven Decision Making: Leverage analytics, root‑cause analysis, and performance metrics to identify waste, reduce cost, and improve service quality.
• Stakeholder Relationship Management: Build strong, collaborative relationships across multiple organizational levels and external partners to ensure alignment with strategic objectives.
• Project Management & Implementation: Oversee the full project lifecycle—from requirements gathering and analysis to rollout and post‑implementation review—ensuring timely delivery and measurable impact.
• Innovation Advocacy: Champion a culture of experimentation, encouraging teams to test new ideas, iterate quickly, and scale successful solutions.

Essential Qualifications

• Minimum 5 years of experience developing business solutions that align with corporate and departmental goals across functional areas.
• At least 3 years of hands‑on project management or implementation experience, preferably within a contact‑center or customer‑experience environment.
• Proven track record of 3+ years conducting requirements gathering, analysis, and translating insights into actionable improvement plans.
• Demonstrated ability to build and nurture relationships at all organizational levels, both internal and external.
• Strong influencing skills with a history of successfully managing change in fast‑paced settings.
• Excellent decision‑making capabilities, supported by a structured problem‑solving approach (e.g., DMAIC, PDCA, Six Sigma).
• Bachelor’s degree in Business, Engineering, Operations Management, or a related field, or equivalent professional experience.
• Hands‑on experience designing tools, dashboards, or workflows that support contact‑center operations and enhance the customer experience.
• Solid organizational planning, business judgment, and the ability to prioritize competing initiatives.

Preferred Qualifications & Additional Skills

• Certification in Lean, Six Sigma, or other Continuous Improvement methodologies.
• Experience facilitating root‑cause analysis sessions (e.g., 5 Whys, Fishbone Diagrams) and developing standardized solutions for future use.
• Background in digital fraud detection, risk mitigation, or service recovery strategies.
• Familiarity with contact‑center technologies such as CRM platforms, workforce management tools, and omnichannel routing systems.
• Proficiency in data‑visualization tools (e.g., Tableau, Power BI) and statistical analysis software.
• Demonstrated ability to deliver innovative, cost‑saving solutions that have measurable business impact.

Core Skills & Competencies

• 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 frontline agents to senior executives.
• Leadership Presence: Inspire confidence, motivate teams, and drive accountability across matrixed environments.
• Adaptability: Thrive in a dynamic, ever‑changing landscape while maintaining focus on long‑term objectives.
• Collaboration: Foster a collaborative spirit, encouraging knowledge sharing and collective ownership of outcomes.
• Customer‑Centric Mindset: Keep the end‑user experience at the heart of every decision and improvement effort.

Career Growth & Learning Opportunities

At arenaflex, your professional development is a priority. As a Shared Services Manager, you will have access to:

• Mentorship from senior leaders who are champions of operational excellence.
• Continuous learning programs, including certifications in Lean, Six Sigma, and advanced analytics.
• Opportunities to lead high‑visibility, enterprise‑wide initiatives that shape the future of arenaflex’s service model.
• Cross‑functional exposure that broadens your expertise across sales, HR, fulfillment, and technology domains.
• Participation in global forums and conferences focused on customer experience and process improvement.

Work Environment & Culture at arenaflex

Our culture is built on the pillars of inclusion, curiosity, and purposeful action. We celebrate diversity and encourage every partner to bring their authentic self to work. Key aspects of our environment include:

• Remote‑First Flexibility: While our headquarters are in the greater Seattle area, you can work remotely up to two days per week, with a hybrid model that supports work‑life balance.
• Collaborative Communities: Virtual coffee chats, employee resource groups, and regular town‑halls keep you connected to the broader arenaflex family.
• Innovation Labs: Dedicated spaces (both physical and digital) where you can experiment with new ideas, test prototypes, and share learnings.
• Well‑Being Programs: Access to mental‑health resources, wellness challenges, and flexible scheduling to support your holistic health.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location and experience, you can expect:

• Competitive base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• 100% tuition reimbursement through the arenaflex College Achievement Plan, supporting lifelong learning.
• Equity participation through our arenaflex Stock Reward Program, aligning your success with the company’s growth.
• Generous paid time off, flexible scheduling, and holiday leave.
• Employee discounts on arenaflex products and services, including complimentary beverages at participating locations.
• Access to a dedicated benefits portal for easy management of your selections and resources.

How to Apply

If you are passionate about transforming service experiences, love solving complex problems, and thrive in a collaborative, fast‑moving environment, we want to hear from you. To submit your application, click the link below and follow the prompts. Be sure to include a resume and a cover letter that highlights your most relevant achievements.

Apply Now – Join arenaflex Today!

Commitment to Diversity & Inclusion

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 dedicated to building a workforce that reflects the diverse communities we serve, and we actively encourage candidates from underrepresented groups to apply.

If you require accommodation during the application or interview process, please contact our Accessibility Team at [email protected] or call 206‑318‑0660. We will work with you to ensure a fair and accessible experience.

Join arenaflex and Make an Impact

At arenaflex, every cup, every conversation, and every improvement you champion contributes to a larger story of connection and community. If you are ready to lead change, inspire partners, and deliver exceptional service experiences, apply today and become part of a brand that values both people and performance.