Experienced Senior Manager, Customer Experience Strategy, Insights, & Programs – Driving AIR Excellence at arenaflex
Are you a seasoned leader with a passion for driving customer experience excellence? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join the AIR Customer Experience Strategy, Insight and Program team at arenaflex, the world's most customer-centric company. As a Senior Manager, you will play a critical role in shaping the future of customer experience at arenaflex, leveraging data-driven insights to drive strategic discussions and advocate for our customers.
About arenaflex
arenaflex is a global leader in e-commerce, innovation, and customer obsession. Our mission is to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online. With a commitment to innovation, customer satisfaction, and employee growth, arenaflex is the perfect place for talented individuals to grow their careers and make a meaningful impact.
About the AIR Customer Experience Strategy, Insight and Program Team
The AIR Customer Experience Strategy, Insight and Program team is a high-performing team that drives customer experience excellence across the arenaflex network. Our vision is to advocate for our customers, drive Air Performance across the network, and provide the optimal outcome for Air's most important stakeholders. We are a collaborative, data-driven team that thrives on innovation, creativity, and customer obsession.
Job Summary
As a Senior Manager, Customer Experience Strategy, Insights, & Programs, you will lead the development and execution of customer experience strategies, leveraging data-driven insights to drive strategic discussions and advocate for our customers. You will work closely with business partners to set business objectives, define success metrics, and generate delivery roadmaps. This is a builder role that requires a strong leader who can drive strategy, process, and execution, as well as build and develop a high-performing team.
Key Responsibilities
* Establish a strategic AIR customer experience vision, leveraging program controllership mechanisms to drive accountability and mitigate risk
- Analyze potential programs to identify those that are best aligned with our strategic customer experience objectives, and integrate within operational planning cycles (OP1 and OP2)
- Ensure stakeholder accountability and mitigate risk through program controllership mechanisms that drive the speed, quality, and reliability of program execution across organizations
- Leverage talent management practices and guiding principles to empower internal and external stakeholders to upskill and deliver more effective results
- Provide structured development and training resources for their team and key external stakeholders, and embedding a culture of collective intelligence to drive continuous improvement at scale
Essential Qualifications
* 8+ years of program or project management experience
- Bachelor's degree
- Experience owning program strategy and end-to-end delivery
- Experience managing teams of 6 or more
- Experience defining and executing program requirements
- Experience in Supply Chain Management, Cross Organizational Strategy, programs, or other field from an accredited university or 5 years or related experiences
Preferred Qualifications
* 10+ years of program or project management experience
- 8+ years of working cross-functionally with tech and non-tech teams experience
- Masters degree
- Experience leveraging data-driven insights based to lead strategic discussions
- Experience setting business objectives, defining success metrics, and generating delivery roadmaps
- Experience working with major airline / transportation / supply chain companies in a strategic leadership role
Skills and Competencies
* Strong leadership and management skills, with the ability to drive strategy, process, and execution
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
- Strong analytical and problem-solving skills, with the ability to leverage data-driven insights to drive strategic discussions
- Experience with program controllership mechanisms and talent management practices
- Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines
Career Growth Opportunities and Learning Benefits
arenaflex is committed to employee growth and development. As a Senior Manager, you will have access to a range of learning and development opportunities, including:
- Leadership development programs
- Training and development resources
- Mentorship and coaching
- Opportunities for career advancement and growth
Work Environment and Company Culture
arenaflex is a dynamic and innovative company that values customer obsession, innovation, and employee growth. Our company culture is built on a foundation of trust, respect, and open communication. We are committed to creating a workplace that is inclusive, diverse, and supportive of all employees.
Compensation, Perks, and Benefits
arenaflex offers a comprehensive compensation package that includes:
- Competitive base salary
- Equity and sign-on payments
- Medical, dental, and vision coverage
- Maternity and parental leave options
- Paid time off (PTO)
- 401(k) plan
- Other benefits and perks, including flexible work arrangements and employee discounts
How to Apply
If you are a motivated and experienced leader who is passionate about driving customer experience excellence, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and skills. We look forward to hearing from you! Apply Now! Apply for this job