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 highly skilled Investigations & Response Manager, Customer Trust & Privacy to join our team. As a key member of our Customer Service department, you'll play a crucial role in ensuring our customers have a seamless and secure experience with our services.

About arenaflex

arenaflex is one of the world's leading entertainment services, with 278 million paid memberships in over 190 countries. We're passionate about delivering innovative content and cutting-edge technology that brings joy to our customers. Our team is dedicated to creating a culture of trust, respect, and inclusivity, where everyone feels valued and empowered to make a difference.

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 oversee the I&R Privacy Pod, ensuring the team operates efficiently and meets its objectives through strategic planning and effective leadership. This is a people management role, requiring strong leadership and team development skills.

Key Responsibilities

* Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components.

• Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
• 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.
• Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions.
• Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication.
• Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions.
• Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed.
• Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives.
• Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches.
• Conduct impact analysis to understand the effects of product changes on CS operations and customer experience.
• Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution.

Qualifications

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

• 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 of privacy regulations and customer privacy concerns.
• Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering.
• 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.
• Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
• Ability to fully operate autonomously and navigate organizational ambiguity while expanding the team knowledge base and footprint across undiscovered areas and on top of already established clear-cut priorities.
• Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
• 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 and fast learner who can work independently while using impeccable judgment.
• 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.
• Receptive to and able to appropriately give & incorporate real-time feedback.
• Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context.
• Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

What We Offer

* A competitive salary, ranging from $100,000 to $350,000, based on your skills and experience.

• 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.
• Paid leave of absence programs, including 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
• Flexible time off for full-time salaried employees.
• Opportunities for professional growth and development, with a focus on customer trust and security.
• A unique culture and environment that values diversity, inclusivity, and respect.

How to Apply

If you're passionate about customer trust and security, and you thrive in a fast-paced, collaborative environment, we want to hear from you! Apply now and take the first step towards a rewarding new role. Apply To This Job

About arenaflex's Culture

arenaflex is a unique culture and environment that values diversity, inclusivity, and respect. We're committed to creating a workplace where everyone feels valued and empowered to make a difference. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams.

About arenaflex's Benefits

arenaflex provides comprehensive benefits to support the well-being of our employees. Our benefits include 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.

About arenaflex's Diversity and Inclusion

arenaflex is committed to diversity and inclusion, recognizing that diversity of thought and background builds stronger teams. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. 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. Apply for this job