Remote Shared Services Manager – Continuous Improvement & Contact Center Operations at arenaflex

About arenaflex

arenaflex is a forward-thinking, people-centered organization that has built its reputation on delivering meaningful experiences and lasting connections. From our earliest days, we set out to be a different kind of company—one that celebrates craftsmanship, honors tradition, and brings a feeling of genuine connection to every interaction. Whether through the products we offer or the services we deliver, we believe in the power of human connection and the impact it has on individuals, communities, and the world at large.

At arenaflex, we are known for developing extraordinary leaders who share a passion for service and are guided by their dedication to others. Our culture thrives on collaboration, innovation, and an unwavering commitment to operational excellence. As we continue to grow, we are seeking a talented professional to join our Partner and Customer Service organization as a Shared Services Manager focused on Continuous Improvement. This is a remote opportunity for the right candidate who brings a passion for transformation, a deep understanding of contact center operations, and a relentless drive to make every customer interaction effortless and intuitive.

Position Summary

As a Shared Services Manager at arenaflex, you will play a pivotal role in shaping the future of our contact center service experiences. Working cross-functionally with partners, agents, and external stakeholders, you will identify opportunities for improvement, design and implement countermeasures, and lead transformational projects that eliminate waste, mitigate risk, reduce cost, and drive operational excellence. Your work will directly influence how millions of customers experience our brand across multiple contact channels, helping to grow loyalty, strengthen brand affinity, and reduce unnecessary contact volume.

This is a unique opportunity to showcase your Continuous Improvement expertise, your passion for customer-centric design, and your ability to lead through influence in a fast-paced, ever-changing environment. If you are energized by the challenge of making things easier for customers, coaching teams to greatness, and driving measurable impact, we want to hear from you.

Key Responsibilities

• Lead Continuous Improvement Initiatives: Drive the evolution of service experiences delivered by arenaflex contact centers, pairing an obsession with operational excellence with deep expertise in Continuous Improvement (CI) tools and methodologies.
• Coordinate Transformational Projects: Lead end-to-end improvement projects, from discovery through implementation, ensuring measurable outcomes that align with business objectives and customer expectations.
• Coach and Mentor Cross-Functional Partners: Guide team members and partners through structured problem-solving activities, empowering them to identify root causes, develop solutions, and sustain improvements.
• Educate on Operational Improvement: Develop and deliver training and resources that build organizational capability in CI principles, lean thinking, and operational excellence.
• Mitigate Digital Fraud and Service Recovery Abuse: Partner with cross-functional teams to design and coordinate solutions that protect arenaflex from fraudulent activities and concession abuse within the contact center environment.
• Drive Operational Excellence Across Channels: Support the strategy to deliver intuitive and effortless service experiences across voice, chat, email, and digital channels, ensuring consistency and quality at every touchpoint.
• Build Strong Relationships: Cultivate trusted partnerships across multiple levels of the organization and with external vendors, fostering collaboration and shared accountability for results.
• Manage Change Effectively: Lead and influence change initiatives, helping teams navigate transitions with clarity, empathy, and a focus on long-term success.
• Apply Structured Problem-Solving: Utilize frameworks such as DMAIC, root cause analysis, and other proven methodologies to tackle complex operational challenges and develop standards for future use.
• Deliver Innovative Solutions: Design and implement tools, processes, and systems that support contact center operations and elevate the customer experience.

Essential Qualifications

• Functional 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 experience in implementation and/or project management, with a proven track record of delivering initiatives on time and within scope.
• Requirements Gathering and Analysis: 3+ years conducting requirements gathering, analysis, and translating business needs into actionable solutions.
• Relationship Building: Demonstrated expertise in building and establishing relationships across multiple levels, both within and external to the organization.
• Influence and Change Management: Skilled in influencing stakeholders and managing change in dynamic environments.
• Adaptability: Ability to thrive in a fast-paced and changing environment, balancing multiple priorities with grace and precision.
• Decision-Making: Strong decision-making skills with the ability to weigh complex factors and recommend effective courses of action.
• Problem-Solving: Ability to apply a structured problem-solving framework to complex challenges and drive sustainable solutions.
• Process Improvement Experience: Formal or informal experience in process improvement methodologies (Lean, Six Sigma, or similar).
• Education: Bachelor's degree or significant relevant experience in lieu of a degree.

Preferred Qualifications

• Contact Center Expertise: Hands-on experience designing tools, processes, or systems for operations supporting contact centers or customer experience teams.
• Strategic Planning: Strong organizational planning, development, and business judgment skills.
• Innovation Track Record: Demonstrated history of delivering innovative solutions that have had measurable business impact.
• Root Cause Analysis: Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
• Outsourced Operations: Experience working with outsourced contact center partners and managing vendor relationships.

Skills and Competencies for Success

• Continuous Improvement Mindset: A deep passion for identifying waste, optimizing processes, and creating value for customers and the business.
• Leadership Presence: The ability to inspire, coach, and influence others to achieve shared goals.
• Analytical Thinking: Strong data analysis skills with the ability to translate insights into actionable strategies.
• Communication Excellence: Exceptional written and verbal communication skills, with the ability to articulate complex ideas clearly to diverse audiences.
• Collaboration: A natural collaborator who thrives in cross-functional environments and builds bridges across teams.
• Customer Obsession: An unwavering focus on the customer experience and a commitment to making it easy for customers to get the help they need.
• Resilience: The ability to navigate ambiguity, overcome obstacles, and maintain focus on long-term objectives.

Career Growth and Learning Opportunities

At arenaflex, we believe in investing in our people. As a Shared Services Manager, you will have access to ongoing professional development, mentorship from senior leaders, and opportunities to expand your expertise in Continuous Improvement, customer experience design, and operational strategy. We are committed to helping you grow your career and reach your full potential. Whether you aspire to deepen your specialization in CI, expand into broader operational leadership, or explore new functional areas, arenaflex provides the platform, resources, and support to help you achieve your goals.

Work Environment and Company Culture

arenaflex is more than a workplace—it is a community. We are guided by our values and a shared commitment to making a positive impact. Our culture is built on trust, respect, and the belief that we are better together. We celebrate diversity, equity, and inclusion, recognizing that the unique perspectives and experiences of our partners enable us to better serve our customers and communities. As a remote team member, you will be an integral part of our distributed workforce, connected through collaboration tools, virtual engagement, and a shared sense of purpose. For partners located in the greater Seattle area, we offer a flexible workplace that allows for hybrid work, with the option to work remotely up to two days per week.

Compensation, Perks, and Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package designed to support the well-being, growth, and financial security of our eligible partners. Our offerings include:

• Competitive Pay: Market-aligned base compensation with opportunities for performance-based incentives.
• Health Coverage: Comprehensive medical, dental, and vision plans with a variety of options to choose from.
• Equity and Savings Programs: Participation in our equity reward program, allowing you to share in the long-term success of arenaflex.
• Tuition Coverage: 100% tuition coverage through our College Achievement Plan, supporting your continued education and professional development.
• Paid Time Off: Generous paid time off policies and flexible scheduling options to help you balance work and life.
• Additional Perks: From free coffee to discounts on our products and services, we offer a range of perks designed to enhance your everyday experience.

Equal Opportunity and 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 diversity 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 contact our accommodations team.

How to Apply

If you are a continuous improvement innovator with a passion for operational excellence and customer experience, we invite you to join arenaflex. This is your opportunity to make a meaningful impact, lead transformational change, and help shape the future of service at a company that values connection, quality, and the contributions of every partner. Bring your expertise, your curiosity, and your drive to make things better—and let’s create extraordinary experiences together. Apply today and inspire with every cup, every connection, and every improvement you lead.