Remote Shared Services Manager – Partner & Customer Experience Continuous Improvement Leader

About arenaflex

At arenaflex, we believe that meaningful connections begin with exceptional service. Much like the rich heritage of crafting the perfect cup of coffee, arenaflex has built its reputation by bringing people together, fostering community, and celebrating the traditions that make each interaction memorable. Our organization is more than a workplace — it is a movement of passionate professionals dedicated to delivering extraordinary experiences to every customer, partner, and stakeholder we serve.

Our Partner and Customer Service division stands at the heart of this mission. We support outsourced contact center operations across multiple communication channels, covering customer relations, sales, human resources support, order fulfillment, facilities and equipment inquiries, operational support, and technical services. Every conversation matters. Every touchpoint is an opportunity to deepen brand loyalty, drive satisfaction, and create moments that resonate long after the interaction ends.

As a values-driven organization, arenaflex is committed to operational excellence, continuous improvement, and the development of extraordinary leaders who share our passion for service. We are now seeking a visionary Shared Services Manager to join our remote team and lead transformational change across our contact center ecosystem.

Position Overview

The Remote Shared Services Manager – Partner & Customer Experience Continuous Improvement Leader is a senior-level role designed for a strategic thinker with a passion for operational excellence. In this position, you will work cross-functionally to elevate the contact center service experience for customers, partners, and agents alike. You will apply advanced Continuous Improvement tools and methodologies to identify opportunities, implement effective countermeasures, eliminate waste, mitigate risk, reduce cost, and drive sustainable operational excellence across the organization.

This role supports the broader strategy of delivering intuitive, effortless service experiences across multiple contact channels while strengthening brand affinity, growing customer loyalty, and reducing unnecessary contact volume. If you are energized by the challenge of transforming complex service operations and have a relentless drive to make it easier for customers to get the help they need, this is the opportunity you have been waiting for.

Key Responsibilities

Continuous Improvement Leadership

• Lead enterprise-wide continuous improvement initiatives designed to evolve the service experience delivered by arenaflex contact centers.
• Pair an obsession with operational excellence with deep continuous improvement expertise to coordinate and lead transformational improvement projects from discovery through implementation.
• Apply structured problem-solving frameworks to identify root causes, develop countermeasures, and establish sustainable improvements.
• Drive measurable improvements in service quality, cost efficiency, and customer satisfaction metrics.

Cross-Functional Coaching and Mentorship

• Coach and mentor cross-functional partners through structured problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence.
• Educate team members on operational improvement principles, Lean methodologies, Six Sigma tools, and CI best practices.
• Build internal capability by developing training programs, facilitating workshops, and creating knowledge-sharing opportunities.
• Act as a trusted advisor to leadership, providing insights and recommendations based on data-driven analysis.

Risk Mitigation and Fraud Prevention

• Coordinate solutions to mitigate digital fraud and service recovery concession abuse within the contact center environment.
• Partner with security, compliance, and operations teams to identify vulnerabilities and implement protective measures.
• Develop and enforce policies that safeguard organizational assets while preserving exceptional customer experience.

Strategic Partnership and Stakeholder Management

• Build and establish strong relationships across multiple organizational levels, both internally and with external partners.
• Influence and manage change effectively across diverse stakeholder groups.
• Collaborate with senior leadership to align continuous improvement initiatives with strategic business objectives.
• Serve as a subject matter expert on contact center operations and customer experience optimization.

Process Design and Optimization

• Design tools, templates, and frameworks for operations supporting contact centers and customer experience teams.
• Conduct comprehensive requirements gathering and analysis to inform process design decisions.
• Develop standards, documentation, and best practices for future use across the organization.
• Implement measurement systems to track improvement outcomes and demonstrate ROI.

Essential Qualifications

• Experience: Minimum of 5 years working across functional areas to develop effective business solutions that align with company and business unit objectives.
• Project Management: At least 3 years of implementation and/or project management experience with a proven track record of delivering results.
• Analytical Skills: 3+ years conducting requirements gathering and analysis, with the ability to translate complex data into actionable insights.
• Relationship Building: Expert in building and establishing relationships across multiple levels, both within and external to the organization.
• Change Management: Skilled in influencing and managing change in dynamic environments.
• Adaptability: Ability to thrive in a fast-paced and constantly evolving environment.
• Decision-Making: Strong decision-making skills with the ability to balance competing priorities.
• Problem-Solving: Demonstrated ability to apply a structured problem-solving framework to complex challenges.
• Process Improvement: Formal or informal process improvement experience, ideally with Lean, Six Sigma, or similar methodologies.
• Education: Bachelor’s degree or significant relevant experience in business, operations, or a related field.

Preferred Qualifications

• Hands-on experience designing tools for operations supporting contact centers or customer experience functions.
• Strong organizational planning, development, and business judgment capabilities.
• Demonstrated history of delivering innovative solutions that drive measurable business impact.
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
• Certification in Lean, Six Sigma (Green Belt or Black Belt), or equivalent continuous improvement methodologies.
• Experience working in a remote or hybrid work environment with distributed teams.

Core Competencies for Success

The ideal candidate will demonstrate a unique blend of analytical rigor, interpersonal skill, and strategic vision. You will be someone who sees opportunity where others see obstacles, who thrives on collaboration, and who never settles for “good enough.” Your ability to balance big-picture thinking with meticulous attention to detail will set you apart. You will be a natural coach who elevates those around you, a skilled communicator who can translate complex concepts for diverse audiences, and a decisive leader who inspires confidence and drives results.

Career Growth and Development Opportunities

At arenaflex, we believe in investing in our people. As a Shared Services Manager, you will have access to:

• Comprehensive professional development programs and leadership training opportunities.
• Mentorship from senior leaders across the organization.
• Conference attendance, certification support, and continuing education benefits.
• Clear career pathways into senior operations, strategy, or transformation leadership roles.
• Cross-functional project assignments that expand your skills and visibility.

Work Environment and Company Culture

arenaflex is proud to foster a culture rooted in connection, inclusion, and mutual respect. Our remote-first approach allows you to do your best work from wherever you thrive, while still feeling deeply connected to your team and our mission. We celebrate diversity in all its forms and are committed to creating a workplace where every voice is heard and valued. Our partners (employees) enjoy flexible scheduling, generous paid time off, and the autonomy to manage their work in a way that supports their overall well-being.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation and benefits package designed to support your health, financial security, and personal growth. Benefits include:

• Competitive base salary with performance-based bonus opportunities.
• Comprehensive health coverage with multiple plan options to choose from.
• Equity and savings programs to help you build long-term financial security.
• Generous paid time off, holidays, and parental leave.
• Professional development stipends and tuition reimbursement opportunities.
• Wellness programs, mental health resources, and employee assistance services.
• Remote work stipend to support your home office setup.

For partners located in the greater Seattle area, arenaflex offers a flexible workplace that allows for hybrid work arrangements, with the ability to work remotely up to two days per week.

Equal Opportunity Employer

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 that 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.

Reasonable Accommodations

arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation during the application or interview process, please contact our accommodations team for support.

Join Us

If you are a continuous improvement innovator with a passion for service excellence and a desire to make a meaningful impact, arenaflex wants to hear from you. This is your opportunity to showcase your expertise, lead transformational change, and help shape the future of customer experience at an organization that truly values its partners and customers. Bring your skills, your vision, and your drive to arenaflex, and let’s build something extraordinary together. Apply today and take the next step in your career journey. Apply for this job