Experienced Customer Experience Operations Manager – Scaling Efficiency and Excellence at arenaflex
At arenaflex, we're revolutionizing the way businesses approach customer experience, leveraging cutting-edge technology and innovative strategies to drive growth and success. As a key player in our Customer Experience team, you'll have the opportunity to make a lasting impact, shaping the future of customer interactions and relationships. We're seeking an experienced Customer Experience Operations Manager to join our dynamic team, bringing expertise in scaling efficiency and excellence across our organization.
About arenaflex
arenaflex is a leading provider of AI-powered fraud prevention solutions, empowering businesses to secure digital trust and drive growth. With a commitment to long-term customer success, we've built a robust platform that scores over 1 trillion events per year, serving more than 700 customers worldwide, including prominent brands like DoorDash, Yelp, and Poshmark. Our mission is to unlock growth and deliver seamless consumer experiences, and we're looking for talented individuals to join our team.
What We're Looking For
We're seeking an exceptional Customer Experience Operations Manager who can help our team scale and operate efficiently as we continue to grow and expand our organization. This individual will be responsible for driving automation and efficiencies within our Customer Experience organization, leveraging their expertise in customer experience domain, program management, data analysis, and technical aptitude. The ideal candidate will be a self-starter, comfortable working in ambiguity, and passionate about driving results.
Key Responsibilities
As a Customer Experience Operations Manager at arenaflex, you'll be responsible for:
- Customer Business Review Optimization: Develop a process to create Business Review decks based on CSM detailed requests, align with XFN partners on a quarterly basis, and maintain a system for easy gathering of metrics for business reviews.
- Cross-Functional Initiatives: Ensure seamless data flow between Sales, Professional Services, Customer Success, Solutions Engineering, and leadership within the tech stack and other processes, and support cross-functional initiatives focused on simplifying and automating handoffs between teams during the customer journey.
- Reporting and Analysis: Analyze team efficiency and production, ensuring proper tracking setup, and projects in place to help ICs do more with their time, and take on ad hoc requests from CX Leadership for analysis projects.
- Enablement: Provide enablement on new processes that unlock individual contributor or managerial efficiencies, including guidance on leveraging AI and new ways of working.
- Documentation and Planning: Own the documentation of Customer Experience Operations, ensuring it is maintained and up-to-date, and support customer pipeline and capacity planning to stay ahead of hiring needs.
What You'll Need
To succeed in this role, you'll need:
- 5+ years of experience in a CS Operations role (ideal) or similar (ex: Sales Ops, Program/Project Management within Sales Organizations)
- Proficient in CX domain experience, dash-boarding, program management, data analysis
- Technical aptitude, including proficiency with Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products, and Salesforce reporting and dashboard creation (or similar CRM reporting)
- Experience doing reporting for organization support and analysis of business needs
- Experience with Customer Success platforms and other tools leveraged by customer success
- Experience in payments, fraud, or security operations
- Excellent communication, essential for getting team buy-in and adherence
Benefits and Perks
As a valued member of our team, you'll enjoy:
- Competitive total compensation package
- 401k plan
- Medical, dental, and vision coverage
- Wellness reimbursement
- Education reimbursement
- Flexible time off
Why Join arenaflex?
At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, offering flexible schedules and remote work options to ensure our team members can thrive both personally and professionally. Our commitment to diversity, equity, and inclusion drives our hiring practices, and we're dedicated to creating a culture that values and celebrates individual differences.
How to Apply
If you're a motivated and experienced professional looking to make a meaningful impact, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply to this Job Apply for this job