Customer Experience & Operations Manager – Revolutionizing Healthcare Advocacy at arenaflex

At arenaflex, we're on a mission to transform the way people navigate the complex and often overwhelming world of health insurance and medical bills. Our innovative platform is designed to save time, money, and stress for millions of Americans, and we're looking for a talented Customer Experience & Operations Manager to join our team.

The Problem We're Solving

Medical bills are a massive problem in the United States, with over 100 million Americans struggling with medical debt and nearly 70% of personal bankruptcies caused by medical bills. The process of dealing with unexpectedly high medical bills is time-consuming, complex, and stressful, often requiring expert knowledge that most consumers don't have. At arenaflex, we're using AI and new healthcare regulations to automate this soul-crushing work and empower consumers to fight back against this broken system.

Our Team

arenaflex was founded by two Oscar Health veterans, who have a deep understanding of the healthcare industry and a relentless focus on serving its members. We're proud of our heritage and the impact we've made at Oscar, and we're excited to have an even larger impact with arenaflex by taking the side of consumers unequivocally, regardless of their health insurance. We're backed by a talented group of investors, including Hugging Face, Oscar Health, TrueBill, CaseText, Forerunner Ventures, Red Sea Ventures, and RRE Ventures. We're well-funded for the next few years, and we're looking for talented individuals to join our team and help us achieve our mission.

The Role

As the Customer Experience (Customer Success) & Operations Manager, you will play a critical role in overseeing the workflows, quality, and outcome of our healthcare advocate team. Your focus will be on improving case resolution processes, enhancing customer communications, and identifying opportunities to scale efficiently while reducing operational costs. You will work closely with our product and engineering teams to inform and drive automation improvements while creating tools and templates that empower our advocates to succeed.

Key Responsibilities

* Team Leadership & Management: Lead and manage our healthcare advocate team, providing guidance and support to ensure they have the tools and resources they need to succeed.

• Process Optimization: Identify inefficiencies and create scalable systems to address them, improving case resolution processes and reducing operational costs.
• Product & Strategy Collaboration: Work closely with our product and engineering teams to inform and drive automation improvements, creating tools and templates that empower our advocates to succeed.
• Data-Driven Decision Making: Use data to inform decision-making, identifying opportunities to improve customer communications and enhance the overall user experience.

About You

* Strategic & Analytical: You excel at identifying inefficiencies and creating scalable systems to address them, with a strong analytical mindset and ability to navigate complex systems.

• Customer-Centric: You understand the importance of quality in customer communications and are dedicated to enhancing user experiences, with a customer-centric approach that prioritizes the needs of our users.
• Collaborative Leader: You're a skilled team manager who inspires trust, fosters development, and drives high performance, with a collaborative leadership style that encourages open communication and teamwork.
• Proactive Problem-Solver: You thrive in environments with a lot of moving parts, navigating complex challenges with creativity and focus, and are able to think critically and develop innovative solutions.
• Education: Bachelor's degree in Business Administration, Engineering / Math Degree, Operations Management, or a related field.
• Experience: 4-7 years of professional experience in operations, consulting with additional hands-on experience, customer experience, customer success or similar roles requiring problem-solving and cross-functional collaboration.

What We Offer

* Competitive Salary: A competitive salary that reflects your experience and qualifications.

• Benefits Package: A comprehensive benefits package that includes health insurance, retirement savings, and paid time off.
• Opportunities for Growth: Opportunities for growth and professional development, with a focus on helping you achieve your career goals.
• Collaborative Work Environment: A collaborative work environment that encourages open communication, teamwork, and innovation.
• Flexible Work Arrangements: Flexible work arrangements that allow you to work from home or in our office, depending on your needs and preferences.

How to Apply

If you're a strategic thinker with a passion for customer experience and operations, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience and qualifications for the role. We can't wait to hear from you! Apply Job! Apply for this job