Customer Experience Partner Success Manager – Fresh Graduate – Full‑Time – $25/hr – Seattle, WA – arenaflex

About arenaflex – Pioneering the Future of On‑Demand Delivery

arenaflex is a fast‑growing technology‑driven on‑demand delivery platform that connects local merchants, independent couriers, and consumers across the United States. From humble beginnings as a food‑delivery service, arenaflex has expanded its portfolio to include groceries, retail goods, pharmacy items, and specialty products, positioning itself as the go‑to logistics partner for everyday needs. Our mission is to empower local economies, create flexible earning opportunities, and deliver a seamless, reliable experience for every stakeholder in the ecosystem. As we continue to scale, we are looking for passionate, data‑savvy, and customer‑centric individuals to join our dynamic team and help shape the next chapter of the on‑demand economy.

Role Overview – Manager, Customer Experience Partner Success

The Manager, Customer Experience Partner Success is a pivotal role within arenaflex’s Global Customer Support organization. Reporting to the Senior Director, Customer Experience Partner Success, you will own the quality and performance of our external support partners (BPOs) that handle customer interactions on behalf of arenaflex. Your mission is to drive continuous improvement in key metrics such as First Contact Resolution, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and operational efficiency while ensuring that partner teams consistently meet arenaflex’s high standards of service excellence.

Key Responsibilities

• Develop, implement, and monitor quality assurance frameworks for external support partners, aligning them with arenaflex’s service level agreements (SLAs) and performance targets.
• Analyze large data sets to identify trends, root causes, and actionable insights that improve the overall customer experience.
• Design and execute quality monitoring projects that result in measurable improvements in agent performance, process efficiency, and customer sentiment.
• Collaborate closely with Training, Content, and Product teams to create consistent onboarding, coaching, and knowledge‑base materials for partner agents.
• Maintain a comprehensive dashboard of regional quality performance, highlighting gaps and recommending corrective actions.
• Conduct regular business reviews with partner leadership, presenting performance metrics, improvement plans, and strategic recommendations.
• Identify, propose, and drive process and product enhancements that reduce friction for customers and partners alike.
• Partner with cross‑functional stakeholders (Operations, Engineering, Marketing, etc.) to surface customer pain points and influence product roadmaps.
• Travel up to 20% of the time (domestic and international) to conduct on‑site audits, partner trainings, and stakeholder workshops.

Essential Qualifications

• Bachelor’s degree in Business, Economics, Statistics, Data Science, or a related quantitative field.
• Minimum 4 years of experience in a data‑driven role within customer support, operations, or a similar environment.
• Proven track record of delivering quality and performance improvements across multiple support locations.
• Strong analytical mindset with the ability to transform complex data sets into clear, actionable insights.
• Exceptional written and verbal communication skills; ability to present data‑driven stories to senior leadership.
• Detail‑oriented with excellent organizational and project‑management capabilities.
• Comfortable thriving in a fast‑paced, evolving team environment and juggling multiple deadlines.
• Owner‑mindset focused on quality, results, and continuous self‑improvement.

Preferred Qualifications

• Experience working with Business Process Outsourcing (BPO) partners or third‑party service providers.
• Familiarity with customer support platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Knowledge of statistical analysis tools (SQL, Python, R, Tableau, Power BI).
• Previous exposure to on‑demand or gig‑economy businesses.
• Demonstrated ability to lead cross‑functional initiatives and influence product decisions.

Core Skills & Competencies

• Data Analysis & Visualization: Ability to extract, clean, and interpret large data sets; proficiency in creating compelling visual reports.
• Quality Assurance: Experience designing QA frameworks, scorecards, and audit processes.
• Stakeholder Management: Skilled at building relationships with internal teams and external partners.
• Problem‑Solving: Proactive in identifying gaps, hypothesizing solutions, and testing improvements.
• Communication: Clear, concise, and persuasive storytelling for both technical and non‑technical audiences.
• Project Management: Ability to prioritize, plan, and execute initiatives on schedule.
• Adaptability: Comfortable navigating ambiguity and shifting priorities in a high‑growth environment.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Manager, you will have access to:

• Mentorship programs with senior leaders across Product, Operations, and Engineering.
• Tuition reimbursement for relevant certifications (e.g., Six Sigma, Data Analytics, Project Management).
• Internal mobility pathways that allow you to transition into Product Management, Operations Strategy, or Analytics leadership roles.
• Regular workshops, lunch‑and‑learn sessions, and hackathons that foster continuous learning.
• Opportunities to lead high‑visibility, cross‑functional projects that directly impact arenaflex’s growth trajectory.

Work Environment & Culture at arenaflex

Our Seattle office is a collaborative hub where creativity meets execution. The culture is built on three pillars: Innovation, Inclusion, and Impact. We celebrate diverse perspectives, encourage bold ideas, and empower every team member to own outcomes. Whether you work on‑site or remotely, you’ll find a supportive community that values work‑life balance, mental well‑being, and personal growth.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $25 per hour for this full‑time role, complemented by a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement plan with company match.
• Paid parental leave, paid holidays, and generous vacation accrual.
• Wellness stipend and on‑site fitness amenities.
• Employee assistance program (EAP) for mental health support.
• Performance‑based bonuses and stock‑option opportunities.
• Flexible work arrangements and remote‑work eligibility for qualified candidates.

Commitment to Diversity, Equity & Inclusion

arenaflex is dedicated to building a workforce that reflects the communities we serve. We actively recruit, develop, and retain talent from all backgrounds, experiences, and identities. Our inclusive policies ensure that every employee feels safe, respected, and empowered to bring their authentic self to work. We are an equal‑opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

How to Apply

If you are a data‑driven, customer‑focused professional eager to make a tangible impact on a rapidly expanding on‑demand platform, we want to hear from you. Click the link below to submit your application and join arenaflex’s mission to redefine the future of local commerce.

Apply Now – Become a Part of arenaflex!