**Join arenaflex, a leading logistics and transportation company, as we continue to revolutionize the way goods move around the world. We're seeking an experienced and innovative Senior Manager to lead our Customer Experience Digital & Data team. As a key member of our organization, you'll be responsible for driving the development and implementation of digital products, data analytics, and customer experience strategies that exceed our customers' expectations.**
**About arenaflex**
arenaflex is a global leader in logistics and transportation, providing comprehensive international ocean and air freight forwarding, surface transportation and distribution, customs brokerage, trade and customs advisory services, and advanced e-commerce and trade facilitation solutions. Our mission is to connect the world, one shipment at a time. We're committed to innovation, customer satisfaction, and employee development, and we're looking for talented individuals like you to join our team.
**Job Summary**
As a Senior Manager, Customer Experience Digital & Data, you'll be responsible for leading the development and implementation of digital products, data analytics, and customer experience strategies that drive business growth, improve customer satisfaction, and increase operational efficiency. You'll work closely with cross-functional teams to design and deliver innovative solutions that meet the evolving needs of our customers. Your expertise in data analytics, digital product development, and customer experience will be essential in driving business outcomes and delivering exceptional customer experiences.
**Key Responsibilities**
* Lead the development and implementation of digital products, data analytics, and customer experience strategies that drive business growth, improve customer satisfaction, and increase operational efficiency
* Design and direct continuous improvement initiatives to optimize operations, drive compliance, retain customers and market share, reduce costs and/or improve profitability
* Develop and implement data analytic tools and insights, innovative use of data, best practices and standardization for reusability and composable design according to engineering principles
* Develop, measure, and report on Key Performance Indicators (KPI) to drive business outcomes and customer satisfaction
* Support the development of annual budgets, monthly operating plans, and evaluation of plan vs. actual, GUESS adjustments, and recommend action plans if off targets for operations
* Direct the development and utilization of first principles design, modeling and simulation tools to support evaluation and design of new products, programs, services, and operating scenarios
* Direct the development and maintenance of global business continuity plans for customer experience, data and analytics, partnering with IT and business, to ensure continuity of service during adverse operating conditions
* Responsible for development and execution of global customer processes including account setup, customer on-boarding, measuring service performance, and deployment of customers solutions to plan
* Responsible for providing engineering support for the launch of new capabilities, products and services
* Observe social, economic and political trends that might ultimately influence the company, and make recommendations to enhance the company's solutions, services, and customer support based upon those trends
* Perform, audits, analyzes, plans, implements and follows up on all other duties as assigned
* Develop and own the customer experience digital strategy and updates progress and achievement to goals using the DRIVE methodology
* Establish and leads customer solutions engagement through presales consulting design, proposal and planning and onboarding successful wins through partner sales, operations and account management
* Establish and reports on digital product usage, value generation and customer implementation success
**Essential Qualifications**
* Bachelor's degree in engineering/equivalent; master's preferred
* Seven (7) years of related experience in engineering, quality/process improvement, or operational excellence
* ASQ continuous improvement, such as Six Sigma, Lean or FedEx QDM Expert, certification preferred
* Significant related business experience in engineering, process improvement, goal setting, evaluation and measurement, engineering techniques, customer implementations, customer service & solutions, and service assurance
* Significant prior experience in managing and leading high performing teams, optimizing process, and transforming business operations
* Strong industry knowledge, demonstrated successful management experience, human relations and communication skills required
**Preferred Qualifications**
* US Remote
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a salary range of $10,454.90 - $19,837.50 USD Monthly, as well as a range of benefits, including:
* Health, vision, and dental insurance
* Retirement plan
* Tuition reimbursement
* Paid time off
* Holidays
* Flexible work arrangements
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees.
**How to Apply**
If you're a motivated and innovative leader with a passion for customer experience and digital transformation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role.
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