Shared Services Manager – Continuous Improvement & Customer Experience Operations (Remote)

About arenaflex

arenaflex is a purpose-driven organization built on the belief that exceptional service and human connection can transform industries. From our earliest days, we have set out to be a different kind of company — one that celebrates craft, tradition, and innovation, while bringing people together through meaningful experiences. Our reputation has been shaped by developing extraordinary leaders who share a passion for service and are guided by their dedication to others.

At arenaflex, we believe that operational excellence is not a destination but a continuous journey. We are now seeking a forward-thinking Shared Services Manager – Continuous Improvement & Customer Experience Operations to lead transformational change within our Partner & Customer Service organization. This is a fully remote role, offering the opportunity to make a measurable impact on the experiences of customers, partners, and agents across multiple contact channels.

The Opportunity

As a Shared Services Manager at arenaflex, you will work cross-functionally to elevate contact center service experiences for customers, partners, and agents. Using proven Continuous Improvement (CI) tools and methodologies, you will identify opportunities, uncover root causes, and implement countermeasures that eliminate waste, mitigate risk, reduce cost, and drive operational excellence. You will play a critical role in shaping the strategy that delivers intuitive, effortless service experiences across phone, chat, email, and digital channels — ultimately driving brand affinity, growing customer loyalty, and reducing unnecessary contact volume.

This is more than a management role. It is an opportunity to showcase your Continuous Improvement expertise, mentor high-performing teams, and leave a lasting mark on how arenaflex serves millions of customers worldwide.

Key Responsibilities

Continuous Improvement Leadership

• Lead enterprise-wide continuous improvement initiatives to evolve the service experience delivered by arenaflex contact centers.
• Pair an obsession with operational excellence with deep CI expertise to coordinate and lead transformational improvement projects from discovery through sustainable implementation.
• Apply structured problem-solving frameworks to identify, analyze, and resolve complex operational challenges across multiple business units.
• Develop and maintain CI roadmaps aligned with organizational strategy, customer experience goals, and financial targets.

Coaching, Mentoring & Capability Building

• Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
• Educate team members on operational improvement and CI principles, building a culture of curiosity, accountability, and continuous learning.
• Design and deliver training programs, workshops, and knowledge-sharing sessions that elevate organizational CI maturity.
• Act as a trusted advisor to leadership, providing guidance on process design, change management, and performance optimization.

Cross-Functional Collaboration

• Partner with leaders across Customer Relations, Sales, Human Resources, Order Fulfillment, Facilities/Equipment, Operations, and Technical Services to design holistic solutions.
• Build and sustain strong relationships across multiple organizational levels, both internally and externally.
• Influence and manage change across diverse stakeholder groups, ensuring alignment and adoption of new processes and tools.
• Coordinate solutions to mitigate digital fraud and service recovery concession abuse within the contact center environment.

Strategic Service Experience Design

• Support the strategy to deliver intuitive and effortless service experiences across multiple contact channels.
• Drive brand affinity, grow customer loyalty, and reduce contact volume through data-driven decision-making and process innovation.
• Conduct requirements gathering and analysis to inform solution design, ensuring alignment with business objectives and customer needs.
• Establish standards and best practices for future use, ensuring sustainable, scalable improvements.

Essential Qualifications

• 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
• 3+ years of experience in implementation and/or project management, with a proven track record of delivering results on time and within scope.
• 3+ years of experience conducting requirements gathering and analysis for complex initiatives.
• Bachelor's degree or significant relevant professional experience.
• Demonstrated expertise in building and establishing relationships across multiple levels, both within and external to the organization.
• Strong influencing and change management skills, with the ability to navigate complex stakeholder landscapes.
• Proven ability to thrive in a fast-paced, evolving, and ambiguous environment.
• Strong decision-making skills grounded in data, analysis, and strategic thinking.
• Process improvement experience (formal or informal), including hands-on application of CI methodologies.

Preferred Qualifications & Differentiators

• Hands-on experience designing tools for operations supporting contact centers or customer experience functions.
• Strong organizational planning, development, and business judgment capabilities.
• Demonstrated history of delivering innovative, scalable solutions that drive measurable business impact.
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
• Six Sigma, Lean, or other formal CI certification (e.g., Green Belt, Black Belt, or equivalent).
• Familiarity with contact center technologies, CRM platforms, workforce management systems, and digital channel tools.
• Experience managing outsourced contact center relationships and vendor performance.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while executing with precision on the ground level.
• Analytical Acumen: Comfortable with data, metrics, and analytical tools to inform decisions and measure impact.
• Communication: Exceptional written and verbal communication skills, with the ability to influence at all organizational levels.
• Collaboration: A natural collaborator who thrives in cross-functional environments and builds bridges across teams.
• Adaptability: Comfortable navigating ambiguity, pivoting priorities, and leading through change.
• Customer Obsession: A deep commitment to understanding and improving the customer experience at every touchpoint.
• Results Orientation: A relentless focus on delivering measurable outcomes and continuous improvement.

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people. As a Shared Services Manager, you will have access to:

• Robust professional development programs, including leadership training, mentorship, and sponsorship opportunities.
• Tuition reimbursement and continuous learning stipends to support your growth.
• Exposure to senior leadership and strategic initiatives across the enterprise.
• Opportunities to lead high-visibility projects that shape the future of customer experience at arenaflex.
• A clear career pathway into senior operations, transformation, or customer experience leadership roles.

Work Environment & Culture

arenaflex is more than a workplace — it is a community. Our culture is built on connection, inclusion, and a shared commitment to excellence. We celebrate diverse backgrounds, perspectives, and experiences, recognizing that they enable us to better serve our customers and communities. Our hybrid and remote-friendly work models are designed to support flexibility, collaboration, and well-being. For team members in the greater Seattle area, we offer a flexible workplace allowing for hybrid work, with the option to work remotely up to two days per week.

You will join a team of passionate, mission-driven professionals who care deeply about the work they do and the people they serve. We are committed to fostering an environment where every voice is heard, every idea is valued, and every contribution is recognized.

Compensation, Perks & Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package to eligible team members, including:

• Competitive base pay with performance-based incentives.
• Comprehensive health coverage, with a variety of plan options to choose from.
• Equity and savings programs, including our long-term incentive plan designed to share in the company's success.
• Generous paid time off and flexible scheduling options.
• Industry-leading tuition coverage to support lifelong learning.
• Wellness programs, mental health resources, and family-friendly benefits.
• Exclusive partner discounts and perks.

Equal Opportunity & Inclusion

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe this enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances.

arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please reach out to our accommodations team.

Join Us

If you are a Continuous Improvement leader who thrives on transforming complex service operations, building high-performing teams, and delivering exceptional customer experiences, we want to hear from you. This is your opportunity to bring your expertise, passion, and vision to a company that values innovation, inclusion, and impact.

Bring your passion, your expertise, and your drive. Help us shape the future of service at arenaflex. Apply today.