Senior Shared Services Manager – Partner & Customer Service Continuous Improvement (Remote)

About arenaflex – A Global Leader in Connection and Community

arenaflex is more than just a coffee brand; it is a cultural icon that has redefined how people connect over a shared experience. With a legacy built on fostering genuine relationships, arenaflex has grown into a worldwide community that values innovation, sustainability, and the power of a great cup of coffee to bring people together. Our partners—employees, contractors, and collaborators—are the heart of our mission, driving forward a purpose‑centered business that champions service excellence, operational brilliance, and continuous improvement.

As a pioneer in the beverage and retail space, arenaflex invests heavily in its people, offering a dynamic environment where curiosity is rewarded, ideas are celebrated, and every voice matters. If you thrive in a fast‑moving, purpose‑driven organization and are eager to shape the future of partner and customer service, this role is your gateway to making a lasting impact.

Why This Role Matters

The Shared Services Manager – Partner & Customer Service sits at the nexus of operational excellence and customer delight. In this role, you will lead cross‑functional initiatives that transform arenaflex’s contact center ecosystem, ensuring that every interaction—whether with a partner, a customer, or an internal stakeholder—is seamless, intuitive, and aligned with our brand promise. Your expertise in Continuous Improvement (CI) will be the catalyst that drives waste elimination, risk mitigation, cost reduction, and elevated service quality across multiple contact channels.

Key Responsibilities

• Lead Continuous Improvement Initiatives: Design, launch, and manage transformational projects that elevate the service experience delivered by arenaflex’s contact centers.
• Cross‑Functional Coaching & Mentorship: Partner with teams across sales, human resources, order fulfillment, facilities, operations, and technical services to embed CI principles and foster a culture of problem‑solving.
• Education & Enablement: Develop and deliver training modules that empower team members to apply CI tools, lean methodologies, and structured problem‑solving frameworks.
• Fraud Mitigation & Service Recovery: Coordinate strategies to detect and prevent digital fraud, and design recovery processes that protect both the brand and the customer.
• Data‑Driven Decision Making: Leverage analytics, root‑cause analysis, and performance metrics to identify improvement opportunities and track the impact of implemented solutions.
• Stakeholder Relationship Management: Build and nurture strong relationships with internal leaders, external vendors, and cross‑functional partners to ensure alignment and seamless execution of improvement initiatives.
• Process Documentation & Standardization: Create clear, repeatable processes and standards that can be scaled across all contact center locations worldwide.
• Cost & Efficiency Optimization: Identify cost‑saving opportunities while maintaining or enhancing service quality, contributing directly to arenaflex’s bottom line.

Essential Qualifications

• Minimum 5 years of experience developing business solutions that align with corporate objectives across functional areas.
• At least 3 years of hands‑on project or implementation management experience.
• Proven track record of 3+ years conducting requirements gathering, analysis, and translating insights into actionable plans.
• Demonstrated ability to build and sustain relationships at multiple organizational levels, both internally and with external partners.
• Strong influencing skills with a history of successfully managing change in dynamic environments.
• Experience applying structured problem‑solving frameworks (e.g., DMAIC, PDCA, Six Sigma).
• Formal or informal process improvement experience, preferably within contact center or customer experience settings.
• Bachelor’s degree in Business, Engineering, Operations Management, or a related field, or equivalent professional experience.
• Hands‑on experience designing operational tools that support contact center efficiency and customer experience.
• Exceptional organizational planning, business judgment, and decision‑making capabilities.

Preferred Qualifications & Skills

• Certification in Lean, Six Sigma, or other CI methodologies.
• Experience with digital fraud detection tools and service recovery processes.
• Familiarity with multi‑channel contact center platforms (voice, chat, email, social).
• Advanced data‑analysis skills using tools such as Tableau, Power BI, or SQL.
• Proven ability to facilitate root‑cause analysis workshops and drive consensus among diverse stakeholders.
• Passion for mentoring and developing talent, with a track record of coaching teams to higher performance levels.

Core Competencies for Success

• Analytical Mindset: Ability to dissect complex problems, identify patterns, and propose data‑driven solutions.
• Strategic Vision: See the big picture while executing detailed improvement plans.
• Communication Excellence: Articulate ideas clearly to both technical and non‑technical audiences.
• Adaptability: Thrive in a fast‑paced, ever‑changing environment and pivot quickly when priorities shift.
• Collaboration: Work seamlessly across departments, fostering a unified approach to service excellence.
• Customer‑Centric Focus: Keep the end‑user experience at the forefront of every decision.

Career Growth & Learning Opportunities

arenaflex is committed to the continuous development of its partners. In this role, you will have access to:

• Leadership development programs that prepare you for senior operational roles.
• Mentorship from seasoned executives who have shaped arenaflex’s global service strategy.
• Opportunities to lead high‑visibility, cross‑regional projects that influence the company’s strategic direction.
• Training in advanced analytics, digital fraud prevention, and emerging contact center technologies.
• A clear career pathway toward senior manager, director, and executive positions within the shared services and operations functions.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures will be discussed during the interview process, candidates can expect:

• Market‑aligned base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Full tuition reimbursement through the arenaflex College Achievement Plan, covering 100% of eligible education expenses.
• Equity participation through the arenaflex Stock Reward Program, allowing partners to share in the company’s success.
• Generous paid time off, flexible scheduling, and the ability to work remotely up to two days per week for those in the greater Seattle area (or equivalent remote‑friendly arrangements elsewhere).
• Employee discounts on arenaflex products, free coffee, and other in‑store perks.
• Wellness programs, employee assistance resources, and a supportive work‑life balance culture.

Work Environment & Culture at arenaflex

At arenaflex, we celebrate diversity, inclusion, and the unique perspectives each partner brings. Our culture is built on:

• Purpose‑Driven Collaboration: Every team member contributes to a larger mission of connecting people and communities.
• Innovation Mindset: We encourage experimentation, learning from failures, and scaling successful ideas.
• Respect & Belonging: A workplace where all voices are heard, and differences are embraced.
• Community Impact: Opportunities to engage in social responsibility initiatives that align with arenaflex’s sustainability goals.
• Flexibility: Hybrid work models, remote‑first options, and adaptable schedules that respect personal needs.

Commitment to Equal Opportunity

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, veteran status, or any other characteristic protected by law. We actively foster a diverse and welcoming workplace, encouraging candidates of all backgrounds—including people of color, women, LGBTQIA+, veterans, and individuals with disabilities—to apply.

How to Apply

If you are ready to lead transformative improvement initiatives, mentor cross‑functional teams, and shape the future of partner and customer service at a globally recognized brand, we want to hear from you. Click the link below to submit your application and begin your journey with arenaflex.

Apply Job!

Join arenaflex – Inspire With Every Interaction

At arenaflex, your work will touch millions of lives daily. By championing operational excellence and continuous improvement, you will help create effortless, memorable experiences for partners and customers alike. Take the next step in your career and become part of a team that values innovation, collaboration, and purpose. Apply today and help us brew a brighter future together.