Senior Program Manager, Customer Service Contact Reduction, Self-Service Automation & AI-Driven Customer Engagement Technologies

About arenaflex

At arenaflex, we believe the future of customer service is intelligent, intuitive, and effortless. As a global technology leader, we are reimagining how millions of people interact with the products and services they depend on every day. Our Customer Engagement Technologies (CET) division sits at the heart of this transformation, building world-class self-service experiences powered by generative AI, automation, and innovative support technologies. We are not just reducing customer service contacts — we are redefining what world-class support looks like for the modern digital era.

If you are passionate about elevating customer experiences, thrive in high-impact environments, and want to drive strategic programs that leverage artificial intelligence at scale, we want to hear from you. arenaflex is hiring a Senior Program Manager to lead one of our most visible, globally significant programs focused on Contact Reduction through Self-Service and Automation.

The Opportunity

We are seeking a Senior Program Manager to join our Customer Engagement Technologies (CET) Team. In this role, you will drive a high-visibility global program aimed at reducing the volume of customer service contacts that reach human agents by expanding our automated tools and integrating cutting-edge Artificial Intelligence (AI) capabilities. You will own and execute a complex portfolio of projects spanning continents, time zones, and dozens of cross-functional teams within arenaflex.

This is more than a program management role — it is an opportunity to be a thought leader, innovator, and strategic change agent within one of the most important customer experience organizations in the world. You will shape the future of how customers solve their own problems, and you will influence the strategic direction of the broader CET team.

Key Responsibilities

• Program Ownership: Serve as the singular owner of a high-visibility global program, managing all aspects of stakeholder engagement, deliverables, and program strategy from inception through launch, measurement, closure, and handover.
• Business and Systems Requirements: Define comprehensive business and systems requirements in close partnership with internal and external customers, ensuring alignment with strategic objectives.
• Project Execution: Define and execute detailed project plans from design through release, securing necessary resources and managing end-to-end implementation.
• Strategic Communication: Clearly communicate program goals, roles, responsibilities, and desired outcomes to all stakeholders, ensuring alignment and transparency at every stage.
• Cross-Functional Liaison: Partner with all relevant departments to ensure timely engagement and delivery of supporting workstreams that enable overall program success.
• Process Optimization: Support partner teams in refining processes and increasing operational efficiency in line with program objectives and customer experience goals.
• Time-to-Market Tradeoffs: Make informed tradeoffs in consultation with stakeholders to optimize time-to-market without compromising quality or customer outcomes.
• Stakeholder Management: Manage multiple internal and external, cross-functional, and remote stakeholders across diverse geographies and time zones.
• Change Management: Develop robust change management processes associated with program rollout, ongoing support, and continuous improvement.
• Performance Tracking: Track delivery against program objectives, measure outcomes rigorously, and implement proposals to improve services and efficiencies.
• Global Scaling: Scale existing programs to expand coverage of services to additional domestic and international locations, ensuring consistent global excellence.
• Strategic Innovation: Ideate, champion, and drive strategic change initiatives across the broader CET team, influencing the long-term vision for self-service automation.

A Day in the Life

As a Senior Program Manager at arenaflex, no two days are alike. You will track deliverables from our science and engineering teams, working closely with senior leaders across cross-functional stakeholder groups to drive collaboration, influence prioritization, and ensure adherence to business plans. Your day will involve facilitating stakeholder updates, leading monthly roadmap reviews, orchestrating business reviews, and contributing to organizational goal-setting sessions. You will operate with significant autonomy, navigating ambiguity in a complex, fast-paced, high-throughput environment where multitasking is the norm. You will be expected to think strategically, act decisively, and deliver consistently — all while maintaining a collaborative work style, an innovative mindset, and an unparalleled work ethic.

Basic Qualifications

• 5+ years of program or project management experience, with a proven track record of delivering complex, cross-functional initiatives
• Demonstrated experience using data and metrics to determine and drive measurable improvements
• Experience owning program strategy, end-to-end delivery, and communicating results effectively to senior leadership
• Bachelor's degree in a relevant field
• Intuitive understanding of optimal versus sub-optimal customer experiences, with the ability to quickly assess situations and identify solutions to improve or fix them

Preferred Qualifications

• 2+ years of experience driving process improvements at scale
• Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field
• Experience working in customer service, customer experience, or technology-driven environments
• Familiarity with AI, machine learning, or automation technologies and their application to customer support
• Experience managing global programs across multiple geographies and cultures

Skills and Competencies for Success

• Strategic Thinking: Ability to see the big picture while executing with precision on the details that matter most
• Influential Leadership: Skilled at influencing without authority and building consensus across diverse stakeholder groups
• Analytical Acumen: Strong data-driven decision-making capabilities with proficiency in translating metrics into actionable insights
• Communication Excellence: Outstanding written and verbal communication skills, with the ability to tailor messaging to varied audiences from engineers to executives
• Adaptability: Comfortable working in ambiguous, fast-changing environments where priorities can shift rapidly
• Customer Obsession: A deep passion for understanding and improving the customer experience at every touchpoint
• Technical Fluency: Ability to engage credibly with engineering and data science teams on technical concepts and tradeoffs

Career Growth and Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As a Senior Program Manager on the CET team, you will work alongside some of the brightest minds in AI, machine learning, customer experience, and product engineering. You will gain exposure to senior leadership, influence strategic decisions at the highest levels, and develop a deep specialization in the rapidly evolving field of AI-driven customer engagement. We invest heavily in professional development through mentorship programs, conference attendance, internal learning platforms, and tuition reimbursement for relevant advanced degrees and certifications. Many of our senior leaders have grown from within, and we are committed to helping you build the career you envision.

Work Environment and Company Culture

arenaflex is a place where curiosity is celebrated, innovation is expected, and collaboration is the default. We embrace a culture of ownership, where every team member is empowered to think big, take calculated risks, and learn from both successes and failures. Our hybrid and flexible work arrangements support productivity and well-being, while our commitment to diversity, equity, and inclusion ensures that every voice is heard and valued. We believe that diverse teams build better products, and we are proud to be an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. For individuals with disabilities who would like to request an accommodation, we are committed to providing accessible application and interview processes.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive and competitive compensation package designed to support you and your eligible family members, including domestic partners and their children. While specific benefits may vary by location, scheduled hours, length of employment, and job status, our regular full-time employees can generally expect:

• Comprehensive Health Coverage: Medical, dental, and vision insurance plans to keep you and your family healthy
• Family Support: Maternity and parental leave options to help you during life's most important moments
• Paid Time Off: Generous PTO policies that encourage rest, recharge, and personal well-being
• Retirement Planning: 401(k) plan with company matching to help you build long-term financial security
• Equity and Sign-On: Depending on the position, equity awards, sign-on payments, and other forms of compensation may be provided as part of a comprehensive total compensation package
• Professional Development: Access to learning resources, mentorship, and career advancement programs

Our compensation philosophy reflects the value we place on attracting top talent. Base pay for this position ranges from $104,100 to $185,000 annually, depending on geographic market, job-related knowledge, skills, and experience. Total compensation packages may also include equity, sign-on payments, and a full range of medical, financial, and other benefits.

About the Customer Engagement Technologies Team

The mission of the CET team within Customer Service at arenaflex is to create the world's best customer service solutions by empowering our customers to leverage automation and resolve their issues quickly and efficiently. You will be a key member of our leadership team, influencing our science and engineering teams to deliver world-wide Self-Service Automation (SSA) products built on the foundation of generative AI. This is your opportunity to shape the future of customer support at a scale few companies can match.

How to Apply

If you are passionate about customer experience, energized by the challenge of reducing friction through intelligent automation, and ready to drive transformational change at a global scale, we encourage you to apply. At arenaflex, we value people with unique backgrounds, experiences, and skillsets. If you are not sure that every qualification on the list describes you exactly, we would still love to hear from you. Bring your authentic self, your boldest ideas, and your relentless drive to make a difference — and join us in building the future of customer engagement.