At arenaflex, we accelerate growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology, and intelligence.
**Join our team of innovative thinkers and problem solvers as we strive to revolutionize the customer support landscape. As an Experienced Customer Experience & Service Transformation Management Manager at arenaflex, you will be responsible for leading the transformation of our clients' customer service solutions, leveraging your expertise in customer support, contact centers, and software technology.**
**About the Role:**
As a seasoned professional with a passion for customer-centric solutions, you will be responsible for evaluating clients' current customer service offerings, identifying gaps, and shaping vision to provide strategic solutions that address their unique needs and business goals. You will lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences.
**Key Responsibilities:**
- Evaluate clients' current customer service offerings, identify gaps, and shape vision to provide strategic solutions that address their unique needs and business goals
- Define business cases, business and implementation roadmaps, and execute solutions
- Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences
- Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions
- Advise clients on ways to measure and improve their customer-centric metrics
- Lead change-management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success
- Establish relationships with client stakeholders and build long-term partnerships for arenaflex
- Identify opportunities and drive business development efforts to build the arenaflex Consulting practice
- Manage and coach junior team members, and continue to grow your own expertise
- Contribute to perspectives and thought leadership to help arenaflex maintain its thought-leadership position
**Travel:** As required for client support.
**Location:** Primary residency within 90 minutes of an approved arenaflex office.
**Qualifications:**
- A minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment, or digital customer field
- Solutioning and selling new ideas and proposals
- Incorporating experience design, new business models, new technologies, and analytics into customer service and support processes
- Leading and understanding large, complex global transformation projects
- 5+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem
- 5+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.)
- 1+ years of experience working with Artificial intelligence and front-end digital platforms
- 5+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design, customer service process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/call routing, reporting metrics/KPIs, and supplier/contract management
**Bonus points if:**
- Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts, social media, contact center technology sales, or project management experience with center start-ups, consolidation, or outsourcing
- Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
- Hands-on experience with artificial intelligence, GenAI, and conversational design
- Experience in Products or Financial service Industries
**Compensation and Benefits:**
At arenaflex, we offer a competitive compensation package that includes a range of benefits to support your career growth and well-being. Our compensation varies depending on a wide array of factors, including office location, role, skill set, and level of experience. We also offer a range of benefits, including health insurance, retirement plans, and paid time off.
**Work Environment and Culture:**
arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We are committed to creating a work environment that is inclusive, supportive, and empowering. Our culture is built on a foundation of collaboration, creativity, and continuous learning.
**How to Apply:**
If you are a motivated and experienced professional with a passion for customer-centric solutions, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.
**Equal Employment Opportunity Statement:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, supportive, and empowering. Our equal employment opportunity statement is available on our website.
**Accommodation Requests:**
If you require accommodation during the hiring process, please contact us at 1 (877) 889-9009 or [email](https://www.accenture.com/us-en/about/contact-us). We are committed to providing reasonable accommodation to qualified individuals with disabilities or religious observances.
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**Recruiting and Hiring Statement:**
Please read arenaflex's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.