Experienced Full Stack Project Manager – Customer Service Operations and Process Improvement

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a seasoned Project Manager, you'll play a pivotal role in driving process improvements, streamlining operations, and ensuring seamless execution of customer service initiatives. If you're passionate about delivering high-quality results, collaborating with cross-functional teams, and driving business growth, we want to hear from you!

About arenaflex

arenaflex is a leading e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We've defined the online treasure hunt through our daily sale events, allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail. Our vision at arenaflex is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we're also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day.

Our Culture

Our culture is rooted in our values: Kindness, Passion, Collaboration, Innovation, Tenacity, and Empowerment. We believe in fostering an inclusive environment where every Associate is empowered to learn, grow, and bring their full self to work. We're committed to diversity, equity, and inclusion, and we're dedicated to creating a workplace where everyone feels valued, respected, and supported.

The Role

As a Remote Customer Service Project Manager, you'll be responsible for partnering with customer service operations, CS tools, technology, and other cross-functional partners to plan, track, update, and deliver process improvements, tool improvements, medium to large cross-functional programs that impact our member and/or the Customer Service organization. You'll be accountable for assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates.

Key Responsibilities

* Plan, track, manage, and report on all CS impacting programs and larger company-driven projects for Customer Service

• Build a master project plan/project tracker that will show high-level and detailed information on all ongoing and closed projects, to include Big Bets tracking
• Send regular program updates on each program in progress and facilitate lessons learned post-launch
• Create individual project plans that show task-level detail with ownership, due dates, status, dependencies, risks
• Oversee the planning, execution, and completion of a project
• Lead complex initiatives managing all activities in a project life cycle, such as initiation, planning, executing, controlling, and closing for short- and long-term projects, line of business-wide and medium to high risk, scope, and complexity
• Conduct project kick-off meetings, regular project check-ins, and Go/No Go meetings to ensure all impacted teams are aligned
• Supporting the CS tools/technology, CS Operations, process management, and training teams to accelerate projects delivery to the organization
• Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment
• Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
• Develop a project backlog for projects requiring technical team development. Regularly review the backlog and prioritization with CS leadership to ensure highest impact items are properly prioritized
• Own the CS intake site and project initiation and tracking
• Demonstrate customer service knowledge and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations

Essential Qualifications

* Bachelor's degree

• Proficient in relevant computer applications
• 3-5 years of project/program experience, preferably in a customer experience
• Strong listening, written, and verbal communication skills with an ability to adapt to different audiences
• Knowledge of customer service practices and principles
• Able to work collaboratively and cross-functionally
• Experience using problem-solving and analytical skills to solve business problems and drive process improvements
• Ability to work effectively with tight deadlines in a fast-paced environment
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Preferred Qualifications

* Experience working in a remote or virtual environment

• Familiarity with project management methodologies, such as Agile or Waterfall
• Certification in project management, such as PMP or PRINCE2
• Experience working with customer service tools and technology
• Strong analytical and problem-solving skills
• Ability to work in a dynamic and fast-paced environment

What We Offer

* Competitive salary range: $90,000 - $95,000

• Bonus/commission, equity, 401(k) match, and a variety of benefits (depending on role eligibility)
• Opportunity to work with a leading e-commerce portfolio company
• Collaborative and inclusive work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options

How to Apply

If you're a motivated and results-driven Project Manager with a passion for customer service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to learn more about you and explore how you can contribute to our team's success! Apply for this job