Manager, Customer Operations (Inbound Virtual Contact Center) at arenaflex
Join the arenaflex revolution and become a key player in shaping the future of car ownership. As a Manager, Customer Operations, you will be part of a high-performing team that is dedicated to delivering exceptional customer experiences and driving business growth. With a strong focus on innovation, arenaflex is a pre-IPO startup that has already achieved significant traction, with $240M in funding, 40X revenue growth in 4 years, and a $2T market size.
About arenaflex
arenaflex is a pioneering super app that is transforming the way people manage their cars. Founded in 2017 by serial entrepreneurs, we have raised over $240 million in financing and have become the #1 rated and most downloaded app in our category, with a 4.7-star rating in the App Store. Our mission is to simplify and automate car ownership, providing personalized services for all car owners' needs. From car insurance and financing to maintenance and safety, arenaflex does it all.
The Opportunity
We are seeking an experienced Manager, Customer Operations to join our Insurance Operations leadership team and drive execution across our onshore sales and service teams. As a critical leadership role, you will be responsible for ensuring our front-line agents are operating at peak performance, and you will partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently.
Key Responsibilities
* Performance Management: Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early. Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics.
- Coaching & Development: Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations. Help create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on.
- Operational Oversight: Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest. Partner with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans.
- Root Cause Problem Solving: Diagnose performance issues at their root → whether driven by people, process, systems or execution, and develop action plans that improve inputs, not just outcomes. Establish proactive mechanisms to prevent issues from recurring.
- Workflow & System Optimization: Work with product and engineering to identify and implement process improvements and system enhancements. Use data and frontline insights to continuously improve how agents work and how customers experience our service.
Minimum Requirements
* 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment
- Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance
- Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes
- Track record of driving performance by managing inputs, not just outcomes
- Comfort working across onshore and offshore teams, ideally in a tech-forward environment
Ideal Profile
* You are a systems thinker who thrives on creating structure and accountability
- You have a track record of elevating performance and don’t shy away from tough conversations
- You bring urgency, clarity, and high standards to everything you do
- You take full ownership of your domain and don’t wait for others to tell you what to do
- You are energized by rolling up your sleeves, digging into data, and solving problems at their root
- You believe feedback is a gift and you proactively seek it
What We Offer
* Opportunity to join a pre-IPO startup with significant growth potential
- Collaborative and dynamic work environment with passionate, curious, and egoless team members
- Competitive compensation and benefits package
- Professional development opportunities to accelerate your career growth
- Flexible work arrangements to support work-life balance
- Recognition and rewards for high performance and contributions to the team
How to Apply
If you are a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and achievements.
About arenaflex's Culture
arenaflex is a company that values innovation, collaboration, and customer obsession. We believe in creating a workplace that is inclusive, diverse, and supportive of our employees' growth and well-being. We are committed to providing a safe and respectful work environment that fosters open communication, creativity, and continuous learning.
arenaflex is an Equal Employment Opportunity Employer
arenaflex prohibits 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. arenaflex is 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]. Join the arenaflex team and be part of a revolutionary journey that is transforming the way people manage their cars. Apply now! Apply for this job