Senior Program Manager, arenaflex Customer Service

At arenaflex, we're revolutionizing the way we interact with our customers across hundreds of social media handles, globally. As a Senior Program Manager within our Customer Service - Social Media organization, you'll play a pivotal role in shaping the future of customer support, driving innovation, and delivering exceptional experiences for millions of customers worldwide. If you're passionate about managing complex roadmaps, driving business growth, and fostering a culture of inclusion, we invite you to join our dynamic team.

About arenaflex

arenaflex is a global leader in e-commerce, committed to furthering our culture of inclusion and diversity. We believe that our differences are our strength, and we're dedicated to creating a workplace where everyone can thrive. Our 16 Leadership Principles remind team members to seek diverse perspectives, learn and be curious, and earn trust. We're proud to have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.

A Day in the Life

As a Senior Program Manager within Customer Service - Social Media, you'll be responsible for managing complex roadmaps to keep the entire organization on track to deliver its goals. You'll clearly communicate, build strong relationships, and constantly look for opportunities to unblock potential delays, prioritize effectively, and increase the impact of the products, programs, and projects we're delivering. You'll be part of a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers' behavior varies by social media app, demographic, and the type of support they need.

Key Responsibilities

• Manage the lifecycle of a complex cross-functional program that impacts social media support, including defining and delivering the overall program strategy, roadmap, and business justification.

• Drive mindful discussions within the team, and across stakeholder teams, to make crisp decisions, and contribute to business reviews, and communicate effectively with multiple teams, and leadership audiences.
• Use your judgment to question proposals, test assumptions, and challenge prioritization decisions to drive the best customer experience outcomes, and solve ambiguous problems and proactively identify and mitigate risks before they become roadblocks.
• Eliminate excess process and constantly look for opportunities to streamline, automate, or (best) eliminate work, and share program-management best practices, and hire, mentor, and develop others.

Essential Qualifications

• 5+ years of program or project management experience, with a proven track record of delivering complex projects and programs on time, within budget, and to the required quality standards.

• Experience using data and metrics to determine and drive improvements, and owning program strategy, end-to-end delivery, and communicating results to senior leadership.
• Bachelor's degree in a relevant field, such as business, operations, human resources, adult education, organizational development, instructional design, or related field.

Preferred Qualifications

• 2+ years of driving process improvements experience, with a focus on streamlining, automating, or eliminating work.

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.

Skills and Competencies

• Strong program management skills, with the ability to manage complex cross-functional programs and teams.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders, and communicate effectively with multiple teams, and leadership audiences.
• Strong analytical and problem-solving skills, with the ability to use data and metrics to determine and drive improvements.
• Ability to work in a fast-paced, ever-evolving environment, and adapt to changing priorities and requirements.
• Strong leadership skills, with the ability to hire, mentor, and develop others.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including:

• Access to arenaflex's extensive training and development programs, including leadership development, technical skills training, and soft skills development.
• Opportunities to work on high-impact projects and programs, and contribute to the development of new products, services, and processes.
• Mentorship and coaching from experienced leaders and professionals, and opportunities to build relationships with peers and stakeholders across the organization.
• A culture of innovation and experimentation, where you can try new things, take calculated risks, and learn from your mistakes.

Work Environment and Company Culture

At arenaflex, we're committed to creating a workplace where everyone can thrive. We believe that our differences are our strength, and we're dedicated to creating a culture of inclusion and diversity. Our 16 Leadership Principles remind team members to seek diverse perspectives, learn and be curious, and earn trust. We're proud to have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.

Compensation, Perks, and Benefits

arenaflex offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

How to Apply

If you're passionate about managing complex roadmaps, driving business growth, and fostering a culture of inclusion, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter, and we'll review your application carefully. We look forward to hearing from you!

Equal Employment Opportunity

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. We're committed to creating a workplace where everyone can thrive, and we welcome applications from diverse candidates.

Accommodations

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit [insert link] for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Total Compensation

arenaflex is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit [insert link]. Apply for this job