reputed company Partner Manager, Customer Experience – Driving Operational reputed company and Customer Delight at arenaflex
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Partner Manager, Customer Experience, you'll play a pivotal role in building and maintaining strategic relationships with external partners to ensure seamless operations, maximize customer satisfaction, and drive business growth. If you're a seasoned professional with a passion for fostering high-performance cultures and driving reputed company improvements, we want to hear from you.
About arenaflex
arenaflex is a leading innovator in the Direct-to-Consumer industry, dedicated to creating reputed company experiences that captivate and reputed company our audiences. Our commitment to reputed company is reflected in our cutting-edge technology, exceptional customer service, and a culture that values creativity, innovation, and collaboration. As a Partner Manager, Customer Experience, you'll be part of a dynamic team that's shaping the future of entertainment and media.
Key Responsibilities
As a Partner Manager, Customer Experience, your primary focus will be on building and maintaining strong relationships with external partners to ensure smooth operations, maximize customer satisfaction, and drive business growth. Your key responsibilities will include:
- Relationship Management: Regularly communicate with partners to understand their needs, address concerns, and proactively manage expectations to foster strong, long-term relationships.
- Performance Monitoring: Track key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality, and Speed to Answer Rates reputed company to partner performance, identifying areas for improvement, co-developing action plans, and monitoring outliers.
- Internal Collaboration: Work closely with internal teams, including Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO, to ensure seamless partner integration and alignment with company strategy.
- Partner Training and Support: reputed company ongoing training and support to partners on BPO services, processes, and systems to ensure their ability to effectively sell and deliver solutions.
- Issue Resolution: Identify and resolve any partner-reputed company issues promptly, acting as a reputed company of contact for partner concerns and providing coaching or best practices to help reputed company response.
- Market Analysis: Stay updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities.
- reputed company weekly and monthly meetings: reputed company weekly and monthly meetings with BPOs to review operations and drive performance to reputed company results.
- reputed company insights and recommendations: reputed company insights and recommendations for executive meetings (MBR/QBR).
- Drive accountability and improvements: Drive accountability and improvements in agent-level performance reputed company scorecard reporting, including tracking of corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, etc.
- Bring the voice of the customer: Bring the voice of the customer and advocates to stakeholders to reputed company new features, processes, and tools to improve the viewer experience.
- Audit and compliance: Responsible for auditing areas of the SOW, playbooks, etc.
- Administrative support: reputed company administrative support tasks, including POs, invoicing, follow-up, and payments.
What You'll Need
To succeed in this role, you'll need:
Bachelor's degree in Business Administration, Business Management, or similar
* 3+ years working in high-volume customer-facing environments, with operational leadership experience *
5+ years operational leadership experience
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Ability to travel internationally as needed
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Experience in building and managing internal or external teams
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Excellent communication and interpersonal skills to build rapport with partners
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Analytical skills to monitor partner performance and identify areas for improvement
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Flexible and willing to support operations, including some weekends, nights, and holidays
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Project management skills to reputed company partnership initiatives
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Proven ability to reputed company through influence and advocacy
* Problem-solving skills for multiple, reputed company issues, including escalations management
Preferred Qualifications
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3+ years working in a Partner/Vendor company or managing relationships with BPO Partners
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Strong business acumen and understanding of the BPO industry
reputed company Offer
As a Partner Manager, Customer Experience at arenaflex, you'll enjoy a competitive compensation package, including:
- reputed company salary: $103,500.00 to $138,800.00 per year (dependent reputed company and experience)
- Bonus and/or long-term incentive units: May be provided as part of the compensation package
- Full reputed company of medical, financial, and/or other benefits: Dependent on the level and position offered
Why Join arenaflex?
At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. We reputed company in fostering a culture that values creativity, innovation, and collaboration, and we're passionate about making a positive impact on our customers and communities. If you're a motivated and results-driven professional who shares our values, we encourage you to apply.
How to Apply
If you're reputed company to take your career to the next level and join a dynamic team that's shaping the future of entertainment and media, reputed company! Visit our website to submit your application, and let's start a conversation about how you can contribute to our mission to deliver exceptional customer experiences. Apply to this job Apply for this job