Shared Services Manager – Partner & Customer Service Transformation at arenaflex (Remote)

About arenaflex – Brewing Innovation and Connection

arenaflex is a global leader in the specialty beverage industry, renowned for turning a simple cup of coffee into a moment of connection. With a legacy of pioneering sustainable sourcing, cutting‑edge digital experiences, and a culture that celebrates curiosity, arenaflex has built a brand that transcends the beverage itself. Our partners—employees, contractors, and collaborators—are the heart of this mission, driving continuous improvement, operational excellence, and unforgettable service experiences for millions of customers worldwide.

As part of our commitment to fostering a workplace where ideas flourish and impact matters, arenaflex is seeking a forward‑thinking Shared Services Manager – Partner & Customer Service Transformation. This remote‑first role will empower you to lead cross‑functional initiatives, shape the future of our contact center ecosystem, and champion a culture of relentless improvement.

Why This Role Matters

In today’s hyper‑connected world, customers expect swift, intuitive, and personalized support across every channel—phone, chat, email, social media, and emerging AI‑driven platforms. arenaflex’s Partner & Customer Service organization partners with outsourced contact centers to deliver seamless experiences for everything from order fulfillment to technical assistance. As the Shared Services Manager, you will be the catalyst that transforms these interactions into moments of delight, while simultaneously reducing waste, mitigating risk, and driving cost efficiencies.

Key Responsibilities

• Lead Continuous Improvement Initiatives: Design, launch, and manage transformational projects that elevate service quality, reduce contact volume, and enhance brand affinity across all contact channels.
• Cross‑Functional Collaboration: Partner with product, technology, operations, HR, and finance teams to align improvement efforts with broader business objectives and ensure seamless execution.
• Coaching & Mentoring: Guide internal and external stakeholders through problem‑solving workshops, Lean Six Sigma methodologies, and Kaizen events to embed a culture of operational excellence.
• Education & Enablement: Develop and deliver training modules on Continuous Improvement (CI) principles, data‑driven decision making, and best practices for contact‑center agents and managers.
• Fraud Mitigation & Service Recovery: Coordinate with security and compliance teams to design safeguards against digital fraud, concession abuse, and other service‑recovery challenges.
• Data‑Driven Insight Generation: Leverage analytics, voice‑of‑customer (VoC) data, and performance metrics to identify root causes, prioritize opportunities, and track the impact of improvement initiatives.
• Tool Development & Automation: Create and refine operational tools, dashboards, and workflow automations that empower agents to resolve inquiries faster and more accurately.
• Stakeholder Communication: Produce clear, concise executive briefings, status reports, and visual storytelling artifacts that keep leadership informed of progress and ROI.

Essential Qualifications

• Minimum 5 years of experience delivering business solutions across functional domains, with a proven track record of aligning initiatives to corporate strategy.
• At least 3 years of hands‑on project or program management experience, preferably within a contact‑center or customer‑experience environment.
• Demonstrated expertise in requirements gathering, analysis, and documentation for complex, multi‑stakeholder initiatives.
• Strong ability to build and nurture relationships at all organizational levels—both internal and external.
• Proven skill in influencing decision‑makers, managing change, and driving consensus in fast‑moving environments.
• Excellent decision‑making capabilities, underpinned by a structured problem‑solving framework (e.g., DMAIC, PDCA).
• Formal or informal experience in process improvement methodologies such as Lean, Six Sigma, or Kaizen.
• Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; or equivalent professional experience.
• Hands‑on experience designing operational tools, dashboards, or automation solutions that support contact‑center performance.
• Exceptional organizational planning, business judgment, and the ability to translate data into actionable insights.

Preferred Qualifications & Skills

• Certification in Lean Six Sigma (Green Belt or Black Belt) or equivalent continuous improvement credentials.
• Experience with advanced analytics platforms (e.g., Tableau, Power BI, Looker) and statistical analysis tools.
• Background in digital fraud detection, risk mitigation, or compliance within a contact‑center context.
• Familiarity with omnichannel routing technologies, workforce management systems, and AI‑driven chatbots.
• Demonstrated ability to facilitate root‑cause analysis workshops and develop reusable standards for future initiatives.
• Passion for mentoring emerging talent and fostering a collaborative, inclusive team environment.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture, anticipate industry trends, and align improvement initiatives with long‑term business goals.
• Analytical Acumen: Strong quantitative skills, comfort with large data sets, and the ability to translate metrics into strategic actions.
• Communication Excellence: Clear, persuasive storytelling for both technical and non‑technical audiences, with a talent for simplifying complex concepts.
• Leadership Presence: Confidence to lead cross‑functional teams, inspire accountability, and champion a culture of continuous learning.
• Adaptability: Thrive in a dynamic, rapidly evolving environment while maintaining focus on quality and delivery.
• Customer‑Centric Mindset: Deep empathy for both customers and partners, ensuring every improvement directly enhances the end‑user experience.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its partners. As a Shared Services Manager, you will have access to:

• Executive sponsorship and mentorship programs that accelerate leadership readiness.
• Comprehensive training libraries covering advanced analytics, digital transformation, and emerging CX technologies.
• Opportunities to lead high‑visibility, enterprise‑wide initiatives that shape the future of arenaflex’s global service model.
• Rotational assignments across different business units, providing a holistic view of the organization.
• Support for industry certifications and conferences, ensuring you stay at the forefront of continuous improvement best practices.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Connection, Innovation, and Inclusion. At arenaflex you will experience:

• Remote‑First Flexibility: While the role is remote, we encourage occasional in‑person collaboration days (up to two per week) for teams based in the greater Seattle area, fostering deeper relationships.
• Collaborative Community: A global network of passionate professionals who share ideas, celebrate successes, and support one another.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with active employee resource groups for people of color, LGBTQIA+, veterans, and persons with disabilities.
• Purpose‑Driven Impact: Every improvement you champion directly contributes to arenaflex’s mission of creating moments of connection for millions of customers each day.
• Well‑Being Programs: Access to mental‑health resources, wellness stipends, and flexible scheduling to support work‑life harmony.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract, retain, and motivate top talent. While exact figures will be discussed during the interview process, candidates can expect:

• Base salary aligned with market benchmarks for senior continuous‑improvement roles.
• Performance‑based bonuses tied to measurable improvement outcomes.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Generous paid time off, parental leave, and flexible scheduling.
• Full tuition reimbursement through the arenaflex Tuition Assistance Program, covering 100% of eligible coursework.
• Equity participation via the arenaflex Equity Reward Program, allowing partners to share in the company’s long‑term success.
• Employee discount on arenaflex products, free coffee, and access to exclusive tasting events.
• Retirement savings options, including 401(k) matching contributions.
• Access to the arenaflex Benefits Portal (arenaflexbenefits.com) for detailed information on all offerings.

How to Apply

If you are a strategic thinker with a passion for operational excellence, a knack for building collaborative relationships, and a desire to make a tangible impact on a world‑class brand, we want to hear from you. Join arenaflex and help us turn every interaction into a moment of connection.

Ready to embark on this journey? Click the link below to submit your application and start shaping the future of partner and customer service at arenaflex.

Apply Job!

Our Commitment to Equal Opportunity

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, veteran status, or any other characteristic protected by law. We celebrate diversity and are dedicated to creating an inclusive environment where every partner can thrive.

If you require accommodation during the application or interview process, please contact us at 206‑318‑0660 or email [email protected]. We are committed to providing reasonable accommodations to ensure a fair and accessible hiring experience.