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

About arenaflex

arenaflex is a globally recognized leader in the specialty beverage and hospitality industry, celebrated for its commitment to creating meaningful connections through every cup. With a heritage rooted in craftsmanship, community, and innovation, arenaflex continuously redefines the customer experience by blending tradition with cutting‑edge technology. Our partners—employees, contractors, and collaborators—are empowered to grow, lead, and make a tangible impact on the world, one interaction at a time.

Why This Role Matters

As a Shared Services Manager within the Partner & Customer Service organization, you will be at the heart of arenaflex’s mission to deliver effortless, intuitive service across multiple contact channels. You will champion continuous improvement initiatives that eliminate waste, mitigate risk, reduce cost, and elevate operational excellence. Your work will directly influence brand affinity, customer loyalty, and the overall efficiency of arenaflex’s outsourced contact centers.

Key Responsibilities

• Lead Continuous Improvement Programs: Design, coordinate, and execute transformational projects that enhance the service experience delivered by arenaflex contact centers.
• Cross‑Functional Coaching: Mentor and guide partners across functions—including sales, human resources, order fulfillment, facilities, operations, and technical services—through problem‑solving activities and improvement initiatives.
• Education & Enablement: Develop and deliver training on operational improvement and Continuous Improvement (CI) principles to ensure a culture of excellence.
• Fraud Mitigation & Service Recovery: Partner with digital security teams to design solutions that curb digital fraud and prevent concession abuse in the contact center environment.
• Data‑Driven Decision Making: Utilize structured problem‑solving frameworks, root‑cause analysis, and performance metrics to identify opportunities and track the impact of improvement projects.
• Stakeholder Relationship Management: Build and sustain strong relationships with internal and external stakeholders at all organizational levels to drive alignment and collaboration.
• Project Management: Oversee the full lifecycle of improvement projects—from requirements gathering and analysis to implementation and post‑launch evaluation.
• Process Documentation: Create and maintain standards, SOPs, and best‑practice guides that enable consistent execution across all contact center operations.

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 or project management experience, preferably within a contact‑center or customer‑experience environment.
• Demonstrated expertise in gathering and analyzing requirements for complex initiatives (minimum 3 years).
• Proven ability to build and nurture relationships across multiple organizational levels, both internal and external.
• Strong influencing skills with a track record of successfully managing change in fast‑paced environments.
• Excellent decision‑making capabilities, supported by a structured problem‑solving methodology.
• Bachelor’s degree in Business, Engineering, Operations Management, or a related field, or equivalent professional experience.
• Hands‑on experience designing tools and processes that support contact‑center operations or broader customer‑experience initiatives.
• Solid organizational planning, business judgment, and the ability to prioritize competing demands.
• History of delivering innovative, measurable solutions that drive cost savings and operational efficiency.
• Experience facilitating root‑cause analysis, developing corrective action plans, and establishing standards for future use.

Preferred Qualifications & Skills

• Certification in Lean, Six Sigma, or other Continuous Improvement methodologies.
• Experience with digital fraud detection tools, service recovery strategies, or risk‑mitigation frameworks.
• Familiarity with contact‑center technologies such as CRM platforms, workforce management systems, and omnichannel routing solutions.
• Advanced analytical skills, including proficiency with data‑visualization tools (e.g., Tableau, Power BI) and statistical analysis.
• Exceptional communication and presentation abilities, capable of influencing senior leadership and front‑line teams alike.
• Demonstrated passion for coaching, mentoring, and developing high‑performing teams.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture while executing detailed, data‑driven initiatives.
• Customer‑Centric Mindset: Deep empathy for both external customers and internal partners, ensuring solutions are intuitive and effortless.
• Analytical Rigor: Strong quantitative skills to dissect complex problems and uncover hidden opportunities.
• Collaboration: Proven track record of working effectively across diverse functional teams and external vendors.
• Adaptability: Comfortable thriving in a dynamic, rapidly evolving environment.
• Leadership Presence: Ability to inspire confidence, drive accountability, and champion a culture of continuous improvement.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its partners. In this role, you will have access to:

• Mentorship from senior leaders in operations, digital transformation, and global service strategy.
• Funding for industry certifications (e.g., Lean Six Sigma Black Belt, PMP) and advanced analytics training.
• Opportunities to lead high‑visibility, cross‑regional projects that shape the future of arenaflex’s service model.
• Rotational assignments across different contact‑center functions to broaden your expertise.
• Participation in internal innovation labs and hackathons focused on improving the partner and customer journey.

Work Environment & Culture at arenaflex

Our culture is built on the pillars of inclusion, curiosity, and purpose. At arenaflex you will experience:

• Flexible Work Arrangements: This position is remote‑first, with the option to work from a home office up to five days a week. Partners in the greater Seattle area may also enjoy a hybrid schedule, working on‑site up to two days per week.
• Diverse & Inclusive Community: arenaflex celebrates a workforce that reflects the communities we serve, encouraging people of all backgrounds, identities, and experiences to thrive.
• Collaborative Atmosphere: Cross‑functional teams regularly share ideas, celebrate wins, and learn from challenges together.
• Purpose‑Driven Impact: Every improvement you champion directly contributes to making it easier for customers to get help, reinforcing arenaflex’s reputation for exceptional service.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, wealth, and well‑being:

• Market‑aligned base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Full tuition reimbursement through the arenaflex College Achievement Plan (100% coverage for eligible courses).
• Equity participation through the arenaflex Stock Reward Program, allowing partners to share in the company’s success.
• Generous paid time off, flexible scheduling, and holiday pay.
• Wellness resources, including mental‑health counseling, fitness subsidies, and employee assistance programs.
• Employee discounts on arenaflex products and partner‑only merchandise.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We evaluate all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. We actively seek to build a workforce that reflects the rich diversity of the communities we serve, believing that varied perspectives drive better decisions and stronger outcomes.

How to Apply

If you are a forward‑thinking, results‑driven professional who thrives on turning complex challenges into streamlined, customer‑friendly solutions, we want to hear from you. Join arenaflex and help shape the future of partner and customer service across a global network of contact centers.

Apply Now and become part of a team that inspires with every interaction.