Manager Customer Excellence (Projects) – Revolutionizing Human Hospitality in a Digital World

Are you a seasoned project management professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than this exciting opportunity to join the Customer Excellence Team at arenaflex, a leading global hospitality company that's revolutionizing human hospitality in a digital world. As a Manager Customer Excellence (Projects), you'll play a critical role in shaping the future of customer care at arenaflex. Reporting to the Director Customer Excellence, you'll be the primary representative for arenaflex Reservations and Customer Care (HRCC) on both internal and corporate projects. Your expertise will be essential in ensuring that all HRCC requirements and timelines are captured and completed, while collaborating with other project managers, owners, and participants to drive project success.

About arenaflex

arenaflex is a leading global hospitality company with a diverse portfolio of world-class brands. With a rich history spanning over 100 years, we've welcomed more than 3 billion guests to our hotels and resorts around the world. Our commitment to filling the earth with the light and warmth of hospitality has earned us a reputation as one of the World's Best Workplaces. We're proud to have a diverse and inclusive culture that values teamwork, innovation, and customer satisfaction.

What You'll Do

As a Manager Customer Excellence (Projects), your day-to-day will be filled with exciting challenges and opportunities to make a meaningful impact. Here are some of the key responsibilities you'll undertake:

• Manage HRCC internal and corporate project deliverables using industry-standard project management tools
• Be the primary relationship manager for partnerships (internal and external)
• Maintain project tracking tools and documentation to support the intake and oversight of new project requests
• Work with teams to develop comprehensive business cases, including approval rationale, budget requirements, implementation criteria, and resource allocation
• Conduct and document business plans, standard operating procedures (SOPs), project trackers, and reporting requirement sessions
• Study and document standard processes and implement change to improve efficiency
• Be project lead, coordinating teams and managing deliverables across multiple workstreams
• Represent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teams
• Collaborate with Process and Project Analysts to study, document, and implement business and process changes related to partnership programs
• Participate in partner project meetings, representing HRCC, and document business discussions, outcomes, actions, and risks
• Communicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projects
• Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation
• Consult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectations
• Support additional HRCC, corporate, and technical projects when not engaged in partnership-specific projects

What We Offer

As a Manager Customer Excellence (Projects) at arenaflex, you'll enjoy a comprehensive benefits package that includes:

• Medical and prescription drug coverage
• Dental coverage
• Vision coverage
• Life insurance
• Short-and long-term disability insurance
• Access to our employee stock purchase plan (ESPP), where you can purchase arenaflex shares at a 15 percent discount
• A 401(k) savings plan
• 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment
• Up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents
• 10 paid holidays and 2 floating holidays throughout the year
• Up to 5 bereavement days
• Flexible spending accounts
• A health savings account
• An employee assistance program
• Access to a care coordination program (“Wellthy”)
• A legal services program
• An educational assistance program
• Adoption assistance
• A backup childcare program
• Pre-tax commuter benefit
• Our travel discount

What We're Looking For

To succeed in this role, you'll need:

• Four (4) years of project management, Agile methodology, and business process experience
• Two (2) years' experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts
• Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma
• Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports
• Experience collaborating with partner teams and senior leadership to guide strategic initiatives
• Travel less than 10%

Preferred Qualifications

* Four (4) years of experience in project management or process/project management

• PMP or relevant project management, process, or Agile certification

Why You'll Thrive at arenaflex

At arenaflex, we believe every Team Member is a leader. We're committed to offering leadership development opportunities and programs through every step of a Team Member's career journey and at every level, both in our hotels and across corporate. Our award-winning workplace culture is built on values of teamwork, innovation, and customer satisfaction. We're proud to have been named among one of the World's Best Workplaces and consistently strive to create a diverse and inclusive environment where everyone can thrive.

How to Apply

If you're a motivated and experienced project management professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply to this job Apply To this Job Apply for this job