**Experienced Customer Experience & Service Transformation Senior Manager – Driving Growth and Value for arenaflex Clients**

At arenaflex, we accelerate growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology, and intelligence. **Join arenaflex's Customer Experience & Service Transformation Team** We are seeking an experienced Customer Experience & Service Transformation Senior Manager to join our team. As a key member of our organization, you will be responsible for evaluating clients' current customer service offerings and organizations, identifying gaps and opportunities, and generating and prioritizing recommendations to drive growth and value. You will lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences. **Key Responsibilities:** * Evaluate clients' current customer service offerings and organizations, identifying gaps and opportunities to generate and prioritize recommendations * Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences * Collaborate across teams to generate insights and deliver customer-centric, insight-driven solutions * Advise clients on how to leverage technologies, including CCaaS, CRM, and GenAI, to deliver on target outcomes such as revenue growth, cost-savings, and improved experiences * Establish relationships with client stakeholders and build long-term partnerships for arenaflex * Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service * Manage and coach junior team members, and continue to grow your own expertise * Contribute to perspectives and thought leadership to help arenaflex maintain its thought-leadership position **Requirements:** * At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties * Experience working in-depth with customer service and support business processes and capabilities * Solutioning and selling new ideas and proposals * Incorporating experience design and analytics into customer service and support processes * Leading and understanding large, complex global transformation projects * At least 5 years of experience working with: + Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem + Customer service platform technologies such as Salesforce and Dynamics + Artificial intelligence and front-end digital platforms * Bachelor's degree * Bonus points if: + Your Bachelor's degree is in engineering, computer science, information systems, or business + You have an MBA or equivalent graduate degree + You were responsible for a customer support organization + You have hands-on experience with artificial intelligence and conversational design + You have expertise in Financial Services or Products **What We Offer:** * Competitive compensation and benefits package * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Access to the latest technologies and tools * Flexible work arrangements and work-life balance **Travel and Location:** * As required for client support * Primary residency within 90 minutes of an approved arenaflex office **About arenaflex:** arenaflex is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance services – creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. **Diversity and Inclusion:** We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at arenaflex has the responsibility to create and sustain an inclusive environment. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. **Equal Employment Opportunity Statement:** arenaflex is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law. **Accommodations:** arenaflex is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by arenaflex and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. **Apply Now:** If you are a motivated and experienced professional looking to drive growth and value for arenaflex clients, please apply now. We look forward to hearing from you! Apply for this job