Experienced Customer Experience & Service Transformation Management Consultant – Driving Business Growth through Innovative Customer Service Solutions

At arenaflex, we're accelerating 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 Our Team of Visionary Consultants

We're seeking an experienced Customer Experience & Service Transformation Management Consultant to join our team of visionary consultants. As a seasoned expert in customer support and contact centers, you'll bring your expertise to help clients optimize and transform their customer service solutions. With a strong understanding of the software and technology that enables day-to-day operations, you'll drive business growth through innovative customer service solutions.

Key Responsibilities:

- Evaluate clients' current customer service offerings, identify gaps, shape vision, provide recommendations, and propose strategic solutions that address their unique needs and business goals - Define business cases, business and implementation roadmaps, and execute solutions - Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences - Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions - Advise clients on ways to measure and improve their customer-centric metrics - Lead change-management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success - Establish relationships with client stakeholders and build long-term partnerships for arenaflex - Identify opportunities and drive business development efforts to build the arenaflex Consulting practice - 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

Travel and Location:

- As required for client support - Primary residency within 90 minutes of an approved arenaflex office

What We're Looking For:

- A minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment, or digital customer field - Solutioning and selling new ideas and proposals - Incorporating experience design and analytics into customer service and support processes - 3+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem - 3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.) - 1+ years of experience working with Artificial intelligence and front-end digital platforms - 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design, customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

Bonus Points:

- Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts, social media, contact center technology sales, or project management experience with center start-ups, consolidation, or outsourcing - Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations - Hands-on experience with artificial intelligence, GenAI, and conversational design - Experience in Products or Financial service Industries

Compensation and Benefits:

- Compensation at arenaflex varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience - As required by local law, arenaflex provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York, or Washington as set forth below - We accept applications on an on-going basis and there is no fixed deadline to apply - Information on benefits is available on our website

Role Location Annual Salary Range:

- California: $63,800 to $205,800 - Colorado: $63,800 to $177,800 - District of Columbia: $68,000 to $189,300 - Illinois: $59,100 to $177,800 - Minnesota: $63,800 to $177,800 - Maryland: $59,100 to $164,600 - New York: $59,100 to $205,800 - Washington: $68,000 to $189,300

What We Believe:

- 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

Requesting An Accommodation:

- 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 - Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired

Other Employment Statements:

- Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States - Candidates who are currently employed by a client of arenaflex or an affiliated arenaflex business may not be eligible for consideration - Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process

Apply Now:

If you're a seasoned expert in customer support and contact centers, with a passion for driving business growth through innovative customer service solutions, we want to hear from you. Apply now to join our team of visionary consultants at arenaflex. Apply for this job