**Expert Customer Care Operations Specialist-Flexible Location**

Join arenaflex, a leading innovator in the energy industry, as we embark on a transformative journey to revolutionize customer care operations. As an Expert Customer Care Operations Specialist, you will play a pivotal role in advancing arenaflex's Lean methodology within the Customer Channels and Services (CC&S) team, driving business growth, and enhancing customer experiences. **About arenaflex** arenaflex is a forward-thinking organization that prioritizes customer satisfaction, innovation, and sustainability. Our Customer Channels and Services team is a dynamic group of professionals dedicated to delivering responsive and empathetic communication, revenue processing, effective management of customer financial commitments, analytical insights, technological solutions, and self-service tools. We're committed to helping customers navigate everyday needs and supporting them during emergency events. **Position Summary** As an Expert Customer Care Operations Specialist, you will join a new business strategy team focused on implementing arenaflex's Lean methodology within the CC&S and larger Customer Experience organizations. Your key responsibilities will include: * Conducting trend analysis on key performance indicator (KPI) metrics to identify areas for improvement * Developing recommendations and presentation materials to inform business decisions * Preparing metric owners to report findings at weekly and monthly operating reviews * Collaborating with cross-functional teams to drive business growth and customer satisfaction * Developing and documenting standard work to ensure consistency and efficiency * Participating in and leading special projects to drive business outcomes **Job Responsibilities** * Develop and track business process-related metrics, conducting research and data analysis to create data visualizations * Create, drive, and track various strategies for daily, weekly, and monthly operating reviews in conjunction with CC&S leaders * Supply recommendations for change that will lead to the success of company goals and cost effectiveness * Develop internal work procedures and process mapping to serve as standard work for the new team * Initiate process improvements and Waste Elimination efforts as needed * Assist Management with the leadership of key department initiatives such as system development, training, and focused campaigns/initiatives * Influence decisions, providing recommendations for change that will lead to the success of company goals and cost effectiveness * Utilize system and personnel resources to successfully address inquiries from internal business partners * Support organization as a subject matter expert by providing information and direction to resources through various delivery channels * Liaison between various departments and cross-functional teams * Participate on cross-functional teams * Manage communications **Qualifications** * Minimum: + Bachelor's degree in communication studies, marketing, business, or related field or equivalent experience + 8+ years of related experience or equivalent + Experience with Microsoft Power BI, Power Apps, Power Automate, or other similar tools * Desired: + Advanced communications and presentation skills to deliver findings and make recommendations to stakeholders + Strong organizational skills, ability to effectively prioritize work, meet deadlines, and work on multiple tasks independently + Experience providing actionable recommendations that will impact business decisions + MBA or equivalent graduate degree desired + Knowledge and understanding of Lean concepts + Demonstrated knowledge to navigate large, complex organizations and achieve results in the development and implementation of strategies, programs, and processes **What We Offer** * Competitive salary range: $114,000 - $182,000 (Bay Area) or $108,000 - $173,000 (California) * Hybrid work arrangement, with the flexibility to work from home and our assigned work location * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance **How to Apply** If you're a motivated and results-driven professional with a passion for customer care operations, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Apply Now** Apply Job! Apply for this job