Senior Manager, Customer Experience Partner Success – Global Support Operations, Quality Assurance & Partner Enablement at arenaflex

About arenaflex

arenaflex is a fast‑growing technology and logistics leader that empowers local economies by connecting merchants, couriers, and consumers through a seamless, data‑driven platform. From its humble beginnings delivering meals to becoming a multi‑category fulfillment powerhouse, arenaflex now operates a worldwide network of support centers, partner hubs, and delivery ecosystems. Our mission is to make every interaction—whether it’s a customer asking a question, a partner seeking guidance, or a driver needing assistance—feel reliable, friendly, and instantly resolved. We believe that an exceptional customer experience is the engine of sustainable growth, and we invest heavily in people, processes, and technology to keep that engine humming at scale.

Role Overview

arenaflex is seeking a Senior Manager, Customer Experience Partner Success to lead the quality and performance of our international support partner ecosystem. In this role you will partner directly with third‑party support providers (BPOs), drive data‑backed improvements, and ensure that every customer interaction meets arenaflex’s high standards for First Contact Resolution, Customer Satisfaction (CSAT), and operational efficiency. You will report to arenaflex’s Senior Manager, Customer Experience Partner Success and will have the autonomy to shape strategy, influence cross‑functional initiatives, and mentor a high‑performing team of analysts and quality specialists.

While we prefer candidates based in one of arenaflex’s core office locations, we welcome remote applicants who demonstrate the right blend of experience, leadership, and cultural fit. The role may require up to 20 % travel—both domestic and international—to visit partner sites, conduct on‑site audits, and build strong relationships with our global support network.

Key Responsibilities

• Design, implement, and continuously refine reporting frameworks that surface performance gaps, productivity trends, and quality‑driven opportunities across all support partner sites.
• Lead end‑to‑end quality monitoring programs that translate data insights into measurable behavioral changes for support agents, driving higher CSAT and First Contact Resolution rates.
• Collaborate closely with arenaflex’s Training and Content teams to embed new product launches, policy updates, and compliance requirements into partner workflows.
• Maintain calibrated performance targets for multiple partner locations, ensuring consistency in quality scores, adherence to service level agreements (SLAs), and alignment with arenaflex’s brand standards.
• Conduct regular business reviews with partner leadership, presenting actionable insights, trend analyses, and strategic recommendations.
• Identify, prioritize, and champion process and project improvements that enhance efficiency, reduce error rates, and elevate the overall customer experience.
• Partner with Product, Engineering, and Operations teams to surface customer pain points, influence roadmap decisions, and drive product enhancements that reduce support volume.
• Develop early‑warning dashboards that flag emerging trends, enabling proactive interventions before issues impact the broader customer base.
• Own special projects assigned by senior leadership, ranging from pilot programs for AI‑driven triage to the rollout of new multilingual support capabilities.
• Travel to partner sites (up to 20 % of the time) to conduct on‑site audits, coach frontline supervisors, and foster a culture of continuous improvement.

Essential Qualifications

• Bachelor’s degree in a quantitative discipline (e.g., Business, Economics, Statistics) or equivalent professional experience.
• Minimum of 3 years of experience managing support operations with a focus on key performance indicators such as CSAT, First Contact Resolution, and Average Handle Time.
• Proven track record of driving operational excellence and quality improvements across multiple support sites or partner networks.
• Strong analytical mindset; ability to distill large data sets into clear, actionable insights and conduct root‑cause analyses.
• Exceptional written, verbal, and visual communication skills—able to present complex findings to senior stakeholders in a concise, compelling manner.
• Highly organized with meticulous attention to detail, demonstrated follow‑through, and a reputation for delivering on commitments.
• Comfortable thriving in a fast‑paced, constantly evolving environment; adept at juggling multiple deadlines and shifting priorities.
• Owner‑mentalities: proactive, quality‑focused, and continuously seeking ways to raise the bar for yourself and your team.

Preferred Qualifications

• Advanced degree (MBA, Master’s in Analytics, or related field) or additional certifications in Quality Management, Six Sigma, or Project Management.
• Experience working with global BPO partners, including contract negotiation, SLA management, and cross‑cultural team leadership.
• Familiarity with modern analytics platforms (e.g., Tableau, Power BI, Looker) and scripting languages (SQL, Python) for data extraction and visualization.
• Background in logistics, e‑commerce, or on‑demand delivery services, providing context for the unique challenges of last‑mile support.
• Demonstrated success in launching AI‑assisted support tools, chatbots, or automated routing systems that improve efficiency.

Skills & Competencies

• Data‑Driven Decision Making: Ability to translate metrics into strategic actions.
• Stakeholder Management: Build trust with internal teams, external partners, and senior leadership.
• Process Optimization: Lean thinking, continuous improvement, and change management expertise.
• People Development: Coach, mentor, and inspire analysts and quality specialists to achieve their full potential.
• Strategic Vision: See the big picture while executing on detailed operational plans.
• Cross‑Functional Collaboration: Work seamlessly with Product, Engineering, Training, and Legal to align on initiatives.
• Communication Excellence: Craft clear reports, presentations, and executive briefings.
• Adaptability: Thrive amid rapid growth, new market entries, and evolving technology stacks.

Career Growth & Learning Opportunities

At arenaflex, career trajectories are designed to be as dynamic as the business itself. As a Senior Manager, you will have direct exposure to C‑level leadership, influence company‑wide strategy, and build a portfolio of high‑impact projects. Opportunities for advancement include moving into Director‑level roles overseeing global support operations, transitioning to Product Management for customer‑facing tools, or taking on broader Operational Excellence leadership across the organization. arenaflex also invests heavily in continuous learning—employees receive tuition reimbursement, access to industry conferences, internal mentorship programs, and a robust library of on‑demand courses covering analytics, leadership, and emerging technologies.

Work Environment & Culture

arenaflex fosters an inclusive, collaborative, and high‑energy culture where curiosity is celebrated and diverse perspectives drive innovation. Our teams operate in hybrid workspaces that blend the flexibility of remote work with vibrant, purpose‑built offices in major hubs. We champion a “customer‑first” mindset, but we also prioritize employee well‑being through generous paid time off, mental‑health resources, and community‑building events. Diversity, equity, and inclusion are woven into every hiring decision, performance review, and promotion pathway—ensuring that every voice has a seat at the table.

Compensation & Benefits

arenaflex offers a competitive, location‑based base salary that reflects market benchmarks and individual experience. The Colorado pay range for this role is $118,800 – $178,200 USD; California $125,400 – $198,000 USD; New York $132,000 – $198,000 USD; Washington $125,400 – $188,200 USD; Washington DC $125,400 – $188,200 USD. In addition to base pay, the total compensation package includes performance‑based bonuses, equity grants, and a comprehensive benefits suite:

• Premium health, dental, and vision coverage.
• 401(k) plan with generous employer match.
• Short‑term and long‑term disability insurance.
• Life insurance and accidental death & dismemberment coverage.
• Well‑being stipend, wellness programs, and mental‑health resources.
• Paid parental leave, generous paid time off, and paid holidays.
• Flexible work arrangements and remote‑work options.
• Professional development budget and tuition assistance.

Compensation is calibrated to the employee’s work location, and final offers are determined based on skills, relevant experience, and market considerations. arenaflex is committed to transparent pay practices and regularly reviews its compensation structures to ensure equity across all demographics.

How to Apply

If you are ready to lead a high‑impact team, shape the future of global support operations, and make a tangible difference in millions of customer experiences, we want to hear from you. Submit your application through the link below, and be prepared to discuss your vision for partner success, your analytical approach to quality improvement, and how you’ll champion arenaflex’s mission to empower local economies.

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arenaflex’s Commitment to Diversity & Inclusion

arenaflex believes that true innovation thrives when every individual feels valued, heard, and empowered. We actively recruit, develop, and retain talent from all backgrounds—including women, non‑binary individuals, LGBTQIA+ community members, veterans, people with disabilities, and under‑represented ethnic groups. Our non‑discrimination policy protects against bias based on race, color, ancestry, national origin, religion, age, gender, marital status, sexual orientation, gender identity, disability, or veteran status. We also go beyond legal compliance to foster an environment where subtle forms of bias are addressed proactively. arenaflex is an equal‑opportunity employer and welcomes applicants who bring diverse perspectives to our collaborative workplace.

Legal & Compliance Notices

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable local regulations, arenaflex will consider qualified applicants with arrest and conviction records in a manner consistent with the law. If you require any accommodations during the recruitment process, please inform your recruiting contact at the earliest opportunity.