Experienced Senior Manager, Customer Operations & Strategy – Driving Success in a High-Growth, Pre-IPO Startup

Are you a seasoned leader with a passion for driving customer success and operational excellence? Do you thrive in fast-paced, high-growth environments where innovation and disruption are the norm? Look no further than this exciting opportunity to join arenaflex as a Senior Manager, Customer Operations & Strategy.

About arenaflex

arenaflex is a pre-IPO startup that's revolutionizing the way people manage their cars. With a $2T market size and a 40X revenue growth in just 4 years, we're on a mission to become a $5B business in the next few years. Our team is comprised of brilliant leaders and team members from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z. We're a talent-dense environment that offers unparalleled opportunities for career growth and development.

The Opportunity

As a Senior Manager, Customer Operations & Strategy, you'll play a critical role in elevating our customer experience and ensuring we're operating efficiently. You'll lead our insurance operations team, comprising ~50 insurance agents, and drive improvements along three key metrics: Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. Your influence will be instrumental in helping us scale from 5M to 50M customers and achieve our ambitious growth goals.

Key Responsibilities

* Performance Management: Build and maintain a high-performance culture among both onshore and offshore teams by setting ambitious goals, holding teams accountable, rewarding top performance, and addressing underperformance quickly.

• Hiring, Training & Onboarding: Plan for hiring (onshore and offshore) and work closely with recruiting to bring on high-caliber team members. Redesign and enhance onboarding and training programs for onshore and offshore teams, ensuring a comprehensive and well-organized curriculum.
• Workflow optimization: Define and own workflow improvements, including the development of offshore teams. Help balance efficiency with customer experience while adhering to licensing requirements.
• Systems evaluation: Work with our leadership team to evaluate and improve current systems (e.g. omni-channel solutions and the use of tools like Front and Talkdesk).
• Automation: Partner with our automation and app teams to help reduce incoming calls, texts, and requests, contributing to automation goals, and work to understand and improve our chatbot and voicebot performance.

Minimum Requirements

* Experience managing a team of 50+ inbound contact center agents in a fast-paced, high-volume environment

• Proven track record of driving team performance indirectly through first-line people managers
• Experience making improvements to processes and training to increase team efficiency

Ideal Profile

* You have a framework for problem-solving and live by first principles

• You set a very high bar for yourself and for your team, and you are constantly pushing that bar higher in your pursuit of excellence
• You are comfortable communicating with audiences varying from front-line employees to senior executives

What We Offer

* A competitive salary and benefits package

• Opportunities for career growth and development in a high-growth startup
• A collaborative and dynamic work environment with a talented team
• The chance to work on a revolutionary product that's disrupting a massive market
• A comprehensive onboarding and training program to ensure your success

How to Apply

If you're a motivated and experienced leader who's passionate about driving customer success and operational excellence, we want to hear from you. Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job

About arenaflex's Commitment to Diversity and Inclusion

arenaflex is an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state or federal laws. We're committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [email protected]. Apply for this job