Senior Program Manager, Customer Service Contact Reduction, Self-Service and Automation, Customer Engagement Technologies at arenaflex
Are you a seasoned program manager with a passion for delivering innovative customer experiences through the power of Artificial Intelligence? Do you thrive in fast-paced environments where collaboration, innovation, and results-driven thinking are essential? If so, we're excited to invite you to join arenaflex's Customer Engagement Technology (CET) Team as a Senior Program Manager, Customer Service Contact Reduction, Self-Service and Automation.
About arenaflex's CET Team
arenaflex is a leader in the customer service industry, and our CET Team is at the forefront of creating earth's best customer service solutions. We empower our customers to utilize automation to resolve their issues quickly and efficiently, and we're looking for a talented Senior Program Manager to join our leadership team. As a key component of our team, you'll influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.
A Day in the Life
In this role, you'll be responsible for driving a high-visibility program aimed at reducing customer service contacts through the expansion of automated tools and Artificial Intelligence (AI). You'll own and execute complex projects and programs that span across the globe and multiple organizations within arenaflex. Your day will be filled with:
- Tracking deliverables of our science and engineering teams
- Working closely with senior leaders across cross-functional stakeholder teams to drive collaboration and influence project prioritization
- Managing multiple internal and external stakeholders, including remote teams
- Developing change processes associated with program rollout and ongoing support
- Scaling existing programs to expand coverage of existing services or programs to additional domestic and international locations
- Ideating and driving strategic change across the broader CET team
Key Responsibilities
As a Senior Program Manager, you'll be responsible for:
- Being a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch
- Defining business and systems requirements working with internal and external customers
- Defining and executing the project plan from design to release, securing resources, and managing implementation
- Clearly communicating goals, roles, responsibilities, and desired outcomes
- Liaising with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables
- Making appropriate tradeoffs to optimize time-to-market in consultation with stakeholders
- Managing multiple internal and external, cross-functional and remote stakeholders
- Developing change processes associated with program rollout and ongoing support
- Tracking delivery against program objectives and implementing proposals to improve program services and efficiencies
Essential Qualifications
To succeed in this role, you'll need:
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
- Bachelor's degree
- Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix
Preferred Qualifications
While not required, we're looking for candidates with:
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Senior Program Manager, you'll have access to:
- Opportunities for career growth and advancement within the CET Team and across arenaflex
- Training and development programs to enhance your skills and knowledge
- Collaboration with cross-functional teams to drive innovation and results
- A dynamic and fast-paced work environment that's perfect for those who thrive in ambiguity and complexity
Work Environment and Company Culture
arenaflex is a diverse and inclusive workplace that values collaboration, innovation, and results-driven thinking. As a Senior Program Manager, you'll be part of a team that's passionate about delivering world-class customer experiences through the power of Artificial Intelligence. Our company culture is built on:
- A commitment to diversity, equity, and inclusion
- A focus on customer obsession and innovation
- A culture of collaboration and teamwork
- A passion for continuous learning and development
Compensation, Perks, and Benefits
arenaflex offers a comprehensive compensation package that includes:
- A base salary ranging from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market
- Equity, sign-on payments, and other forms of compensation as part of a total compensation package
- A full range of medical, financial, and/or other benefits, including:
+ Medical, Dental, and Vision Coverage + Maternity and Parental Leave Options + Paid Time Off (PTO) + 401(k) Plan
How to Apply
If you're a seasoned program manager with a passion for delivering innovative customer experiences through the power of Artificial Intelligence, we'd love to hear from you! Please apply via our internal or external career site, and don't hesitate to reach out if you have any questions or need more information.
Equal Opportunity Employer
arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.arenaflex.com/disability/us. Apply for this job