Experienced Investigations & Response Manager, Customer Trust & Privacy – Web & Cloud Application Development

At arenaflex, we're revolutionizing the way people enjoy entertainment, and we're looking for a seasoned Investigations & Response Manager to join our team. As a key member of our Customer Trust & Privacy department, you'll play a vital role in ensuring our Customer Service (CS) is always ready, informed, and aligned with our innovative product launches. This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy, and you'll work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness.

About arenaflex

arenaflex is one of the world's leading entertainment services, with 278 million paid memberships in over 190 countries. Our members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. We're committed to providing an exceptional customer experience, and our Customer Trust & Privacy department is at the forefront of ensuring our customers' trust and security.

The Role

As the Investigations & Response Manager, Customer Trust & Privacy, you'll be responsible for managing a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering critical insights from CS to inform strategy, decision-making, and innovation. You'll work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness. This role offers opportunities for professional growth and the chance to make a significant impact on improving customer trust and security.

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: Proven experience in program management, especially within product and customer service environments.

• Leadership Skills: 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.
• Stakeholder Management: 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.
• Leadership-Driven Roles: Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
• 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.
• Self-Starter: Self-starter and fast learner who can work independently while using impeccable judgment.
• 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: Receptive to and able to appropriately give & incorporate real-time feedback.
• Situational Awareness: Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context.
• Technical Skills: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

Compensation and Benefits

arenaflex provides comprehensive benefits, including:

• Annual Salary: We offer an annual salary, with a range of $100,000 - $350,000.
• Stock Options: You choose each year how much of your compensation you want in salary versus stock options.
• Health Plans: Comprehensive health plans, including medical, dental, and vision coverage.
• Mental Health Support: Access to mental health support and resources.
• 401(k) Retirement Plan: Employer-matched 401(k) retirement plan.
• Stock Option Program: Stock option program for eligible employees.
• Disability Programs: Disability programs, including short-term and long-term disability insurance.
• Health Savings and Flexible Spending Accounts: Health savings and flexible spending accounts.
• Family-forming Benefits: Family-forming benefits, including fertility treatments and adoption assistance.
• Life and Serious Injury Benefits: Life and serious injury benefits.
• Paid Leave of Absence Programs: Paid leave of absence programs, including vacation, holidays, and sick paid time off.
• Flexible Time Off: Flexible time off for full-time salaried employees.

Company Culture

arenaflex is a unique culture and environment, where diversity and inclusion are celebrated. We're an equal-opportunity employer, and we recognize that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

How to Apply

If you're passionate about privacy, product innovation, and customer service, and you thrive in a fast-paced, collaborative environment, we want to hear from you! Apply now to join our team as an Investigations & Response Manager, Customer Trust & Privacy. Apply for this job