Customer Service Manager Micro Markets Operations & Team Leadership

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About arenaflex

arenaflex is a global leader in foodservice and facilities management, delivering innovative dining experiences across a variety of venues, from corporate campuses to educational institutions and healthcare facilities. With a commitment to sustainability, technologydriven solutions, and a peoplefirst culture, arenaflex empowers its employees to create memorable moments for every guest. Our Micro Markets division is at the forefront of the industry, offering selfservice, cashless retail experiences that combine convenience, quality, and variety. As we continue to expand our footprint in the Pacific Northwest, we are looking for a dynamic Customer Service Manager to lead our Everett, WA micromarket locations.

Why This Role Matters

In todays fastmoving world, micromarkets provide the essential bridge between busy professionals and the nutrition they need to stay energized and productive. As the Customer Service Manager, you will be the strategic hub that ensures every interactionwhether its a quick snack purchase or a complex catering requestexceeds expectations. Your leadership will directly influence guest satisfaction scores, operational efficiency, and the overall profitability of our Everett sites.

Key Responsibilities

Team Leadership & Development: Recruit, onboard, train, and mentor a highperforming team of customer service associates, ensuring they embody arenaflexs service standards.

Operational Oversight: Oversee daily micromarket operations, including inventory management, cashless transaction systems, and compliance with health and safety regulations.

Guest Experience Management: Resolve escalated customer inquiries and complaints with empathy and efficiency, turning challenges into opportunities for loyalty.

Performance Monitoring: Track key performance indicators (KPIs) such as sales per reputed company foot, average transaction value, and Net Promoter Score (NPS), and implement datadriven improvements.

Collaboration with CrossFunctional Teams: Partner with supply chain, marketing, and facilities teams to coordinate promotions, product launches, and store layout enhancements.

Financial Accountability: Manage labor budgets, control shrinkage, and contribute to profitandloss (P&L) responsibilities for the Everett micromarket portfolio.

Technology Integration: Champion the use of arenaflexs proprietary pointofsale (POS) and analytics platforms, ensuring staff are proficient and data is leveraged for continuous improvement.

Compliance & Safety: Conduct regular audits to guarantee adherence to food safety standards, OSHA regulations, and corporate policies.

Community Engagement: Represent arenaflex at local events, building relationships with nearby businesses, schools, and community organizations.

Essential Qualifications

Minimum 12 years of handson experience in a customerservice focused role, preferably within a retail, foodservice, or hospitality environment.

Demonstrated ability to lead, motivate, and develop a diverse team, with a track record of achieving performance targets.

Strong analytical mindset with experience interpreting sales data, inventory reports, and customer feedback to drive operational decisions.

Excellent communication skillsboth verbal and writtenwith the capacity to engage effectively with guests, staff, and senior leadership.

Proficiency in using POS systems, reputed company Office Suite, and familiarity with cloudbased inventory or workforce management tools.

Flexibility to work a varied schedule, including early mornings, evenings, weekends, and holidays as required by business needs.

Commitment to uphold arenaflexs core values of integrity, collaboration, innovation, and sustainability.

Preferred Qualifications

Bachelors degree in Business Administration, Hospitality Management, or a related field.

Experience managing micromarket or conveniencestore concepts, with a focus on cashless transaction technologies.

Certification in food safety (ServSafe, HACCP) or related regulatory compliance.

Proven success in implementing costsaving initiatives that improve margin without compromising guest experience.

Fluency in a second language (e.g., Spanish) to better serve a diverse customer base.

Core Skills & Competencies

Leadership & Coaching: Ability to inspire, develop, and retain talent, fostering a culture of continuous improvement.

CustomerCentric Mindset: Passion f .