Experienced Investigations & Response Manager, Customer Trust & Privacy – Strategic Leadership for Enhanced Customer Experience

At arenaflex, we're revolutionizing the way people consume entertainment, and we're looking for a seasoned Investigations & Response Manager to join our Customer Trust & Privacy team. As a key member of our Customer Service organization, you'll play a vital role in ensuring our customers' trust and security are at the forefront of everything we do. If you're passionate about delivering exceptional customer experiences, driving strategic growth, and making a meaningful impact on our business, we want to hear from you!

About arenaflex

arenaflex is one of the world's leading entertainment services, with 278 million paid memberships in over 190 countries. We're committed to delivering the best possible experience for our customers, and our Customer Trust & Privacy team is instrumental in achieving this goal. As a global company, we're proud to offer a diverse and inclusive work environment that values creativity, innovation, and collaboration.

The Role

As the Investigations & Response Manager, Customer Trust & Privacy, you'll be responsible for leading a team of individual contributors focused on handling customer inquiries with privacy components. You'll work closely with our Product & Engineering teams to ensure Customer Service is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy. Your strategic thinking and leadership skills will be essential in driving business growth, improving customer satisfaction, and enhancing our company's reputation.

Key Responsibilities

* I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership.

• Privacy Operations Alignment: Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
• Strategic Collaboration: Partner closely with Product & Engineering teams to ensure Customer Service (CS) is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy. Use strategic thinking to anticipate potential challenges and opportunities.
• CS Insights & Product Innovation: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions. Leverage strategic thinking to identify trends and areas for improvement, particularly in areas of Customer Trust, Account Security, Payments Fraud, and Privacy.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests.
• CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions. Use strategic insights to influence product direction, especially in enhancing customer trust and security.
• Agent Readiness: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed. Strategically plan content to address potential issues and questions.
• CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives. Use strategic planning to enhance cross-functional teamwork.
• Forecast Input: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches. Utilize strategic thinking to predict future needs and trends.
• Impact Analysis: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience. Apply strategic insights to mitigate negative impacts and enhance positive outcomes.
• Project Management: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution. Use strategic planning to ensure projects are aligned with broader company goals.

Qualifications

* Proven Experience: 5+ years of experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries.

• Strong Understanding: Strong understanding of privacy regulations and customer privacy concerns.
• Market Knowledge: Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering.
• Leadership Skills: Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business to successfully advocate for a team.
• Analytical Skills: Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
• Organizational Skills: Superior organizational skills, extraordinary attention to detail, and a 'challenge-the-status-quo' / 'go outside of the comfort zone' mindset that processes can always be improved.
• Adaptability: Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders across the organization.
• Technical Skills: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

What We Offer

* Competitive Compensation: Our compensation structure consists solely of an annual salary, with a range of $100,000 - $350,000.

• Comprehensive Benefits: Comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.
• Flexible Work Arrangements: Flexible work arrangements, including remote work options and flexible time off.
• Professional Growth Opportunities: Opportunities for professional growth and development, with a focus on leadership development and career advancement.
• Diverse and Inclusive Work Environment: A diverse and inclusive work environment that values creativity, innovation, and collaboration.

Why Join arenaflex?

* Make a Meaningful Impact: Join a company that's making a meaningful impact on the entertainment industry and the lives of our customers.

• Be Part of a Global Team: Be part of a global team that's passionate about delivering exceptional customer experiences and driving business growth.
• Enjoy a Collaborative Work Environment: Enjoy a collaborative work environment that values creativity, innovation, and teamwork.
• Develop Your Skills: Develop your skills and expertise in a fast-paced and dynamic industry.
• Be Recognized and Rewarded: Be recognized and rewarded for your contributions and achievements.

How to Apply

If you're passionate about delivering exceptional customer experiences, driving strategic growth, and making a meaningful impact on our business, we want to hear from you! Apply now to join our Customer Trust & Privacy team as an Investigations & Response Manager. Apply for this job