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

About arenaflex

At arenaflex, we believe that meaningful connections and operational excellence go hand in hand. Much like the legacy of community and craftsmanship that inspired our origins, arenaflex is committed to delivering extraordinary experiences for our customers, our partners (employees), and the agents who bring our service promise to life every day. We are a forward-thinking, values-driven organization that invests in our people, embraces innovation, and continuously raises the bar for what great service looks like across every channel. Our team is built on a foundation of collaboration, curiosity, and a relentless drive to improve. If you are passionate about transforming service experiences and leading change at scale, arenaflex is the place where your expertise will make a lasting impact.

The Opportunity

We are seeking a dynamic, results-oriented Senior Shared Services Manager – Partner & Customer Experience Continuous Improvement to join our remote team. In this high-impact role, you will lead cross-functional continuous improvement initiatives across our outsourced contact center operations, supporting multiple service channels including customer relations, sales, human resources, order fulfillment, facilities and equipment support, operations, and technical services. You will be the architect of operational transformation, partnering with leaders across the enterprise to design and implement solutions that eliminate waste, mitigate risk, reduce cost, and elevate the customer and partner experience. This is your opportunity to combine deep expertise in continuous improvement methodologies with a passion for making every customer interaction effortless, intuitive, and memorable — all while working remotely with a globally distributed team.

Key Responsibilities

Strategic Continuous Improvement Leadership

• Lead enterprise-wide continuous improvement efforts to evolve the service experience delivered across all contact center channels, driving measurable improvements in customer satisfaction, partner engagement, and operational efficiency.
• Pair an obsession with operational excellence with deep expertise in continuous improvement tools and methodologies to coordinate and lead transformational improvement projects from discovery through implementation and sustainment.
• Develop and execute a comprehensive improvement roadmap aligned with arenaflex's broader customer experience and operational strategy, including the reduction of contact volume through proactive service design and digital self-service enablement.
• Identify, prioritize, and quantify high-impact opportunities using data-driven analysis, root cause frameworks, and structured problem-solving approaches.

Coaching, Mentoring, and Capability Building

• Coach and mentor cross-functional partners through structured problem-solving activities and improvement projects, building organizational capability to eliminate waste and drive operational excellence.
• Educate team members at all levels on operational improvement principles, lean methodologies, and CI tools, fostering a culture of continuous learning and innovation.
• Develop and deliver training programs, workshops, and learning resources that embed continuous improvement thinking into daily work across the contact center ecosystem.
• Act as a trusted advisor and thought partner to senior leaders, providing expert guidance on process optimization and service transformation.

Risk Mitigation and Operational Integrity

• Coordinate cross-functional solutions to mitigate digital fraud and service recovery concession abuse within the contact center environment, protecting both the customer experience and the financial integrity of the business.
• Partner with security, compliance, and operations teams to design and implement controls that reduce exposure while maintaining a seamless customer experience.
• Establish monitoring frameworks and early warning indicators to identify emerging risks and respond proactively.

Cross-Functional Collaboration and Stakeholder Management

• Build and maintain strong relationships with internal and external partners at multiple organizational levels, including contact center leadership, vendor management, product, technology, and analytics teams.
• Influence and manage change across diverse stakeholder groups, building consensus and driving adoption of new processes, tools, and ways of working.
• Communicate complex concepts, project updates, and improvement outcomes to audiences ranging from frontline agents to executive leadership.

Essential Qualifications

• Experience: 5+ years working across functional areas to develop effective business solutions that align with company and business unit objectives.
• Project Management: 3+ years of implementation and/or project management experience, with a proven track record of delivering complex initiatives on time and within scope.
• Requirements Gathering: 3+ years conducting requirements gathering and analysis, translating business needs into actionable solution designs.
• Relationship Building: Expert in building and establishing relationships across multiple levels, both within and external to the organization.
• Change Management: Skilled in influencing and managing change in dynamic, evolving environments.
• Adaptability: Ability to thrive in a fast-paced and changing environment, managing multiple priorities with grace and focus.
• Decision-Making: Strong decision-making skills with the ability to weigh trade-offs, assess risk, and act decisively.
• Problem-Solving: Demonstrated ability to apply a structured problem-solving framework to complex, ambiguous challenges.
• Process Improvement: Formal or informal process improvement experience, ideally with exposure to Lean, Six Sigma, or similar methodologies.
• Education: Bachelor's degree or significant relevant experience demonstrating equivalent expertise.
• Operational Tooling: Hands-on experience designing tools for operations supporting contact centers or customer experience environments.
• Strategic Judgment: Strong organizational planning, development, and business judgment capabilities.
• Innovation: Demonstrated history of delivering innovative solutions that create measurable business value.
• Analytical Rigor: Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use across the organization.

Preferred Competencies

• Lean Six Sigma certification (Green Belt, Black Belt, or Master Black Belt) or equivalent continuous improvement credentials.
• Experience working with outsourced contact center partners and vendor management.
• Familiarity with digital fraud prevention strategies and concession abuse mitigation.
• Background in customer experience design, journey mapping, or service blueprinting.
• Exposure to data visualization and analytics tools (Tableau, Power BI, or similar).
• Experience leading remote, distributed teams with a high degree of autonomy.

Skills for Success

To thrive in this role, you will bring a unique blend of analytical rigor, emotional intelligence, and a genuine passion for service excellence. You will be comfortable navigating ambiguity, synthesizing complex data into clear insights, and influencing stakeholders without relying on formal authority. You will possess exceptional written and verbal communication skills, a systems-thinking mindset, and the intellectual curiosity to constantly question the status quo. Most importantly, you will be energized by the opportunity to mentor others, build capability across the organization, and leave a lasting mark on the way arenaflex delivers service at scale.

Career Growth and Development

At arenaflex, your growth is our priority. We are deeply committed to investing in the professional and personal development of every member of our team. As a Senior Shared Services Manager, you will have access to a robust suite of learning resources, mentorship opportunities, and stretch assignments designed to accelerate your career trajectory. Whether you aspire to deepen your expertise in continuous improvement, expand into broader operational leadership, or pivot into customer experience strategy, arenaflex will partner with you to chart and pursue a meaningful career path. Our culture of internal mobility, transparent performance feedback, and leadership development ensures that high performers are recognized, rewarded, and given the platform to make a bigger impact.

Work Environment and Culture

arenaflex is proud to foster a remote-first work environment that prioritizes flexibility, trust, and outcomes over presenteeism. Our partners are distributed across geographies, connected by a shared commitment to excellence and a genuine care for one another. We celebrate diversity in all its forms and believe that a wide range of perspectives makes us stronger. Our culture is built on mutual respect, open communication, and a bias toward action. We move fast, we support each other, and we have fun doing it. You will join a team of talented, mission-driven professionals who are passionate about the work and proud of the difference they make every day.

Compensation and Benefits

arenaflex offers a comprehensive and competitive compensation and benefits package designed to support the total well-being of our partners and their families. Our benefits include:

• Health Coverage: A variety of medical, dental, and vision plans to choose from, with options that fit a range of personal and family needs.
• Retirement and Stock Programs: Competitive savings and equity programs that help you build long-term financial security.
• Tuition Support: Generous tuition reimbursement and educational assistance programs to help you pursue your learning goals.
• Paid Time Off: Flexible paid time off policies that enable you to rest, recharge, and take care of what matters most.
• Flexible Scheduling: Work arrangements that respect the rhythms of your life, including remote work flexibility.
• Perks and Discounts: A range of partner discounts, wellness programs, and additional benefits that celebrate being part of the arenaflex community.

For a complete overview of our benefits offerings, eligible partners are encouraged to explore our internal benefits portal upon joining the team.

Our Commitment to 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 that this diversity enables us to better serve our customers, strengthen our communities, and live our values. People of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities are strongly encouraged to apply.

arenaflex is also committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation during the application or hiring process, please reach out to our accommodations team for support.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances.

How to Apply

If you are a strategic thinker, a collaborative leader, and a continuous improvement champion ready to shape the future of service excellence at arenaflex, we would love to hear from you. Bring your expertise, your curiosity, and your passion for making a difference — and help us build service experiences that inspire with every interaction. Apply today and take the next step in your career journey with arenaflex.