Experienced Full Stack Program Manager – Live Chat Strategy and Roadmap Development

At arenaflex, we're on a mission to revolutionize the way people interact with our Live Chat platform. As a Senior Program Manager for Live Chat, you'll play a critical role in defining our Live Chat strategy and roadmap, and program managing its execution. If you're a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes, we want to hear from you.

About arenaflex

arenaflex is a financial technology company that believes everyone can achieve financial progress. We created arenaflex on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

Our Culture

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, arenaflexers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

What We Offer

At arenaflex, we believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every arenaflexer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. Here are some of the amazing benefits we offer:

• A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you're local to one of our offices or remote
• Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• In-person and virtual events to connect with your fellow arenaflexers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

Responsibilities

As a Senior Program Manager for Live Chat, you'll be responsible for:

• Deeply understanding member experiences across arenaflex's suite of products
• Making data-driven decisions in developing the strategy and roadmap for Live Chat experience
• Leading collaboration across Product, Systems, Vendor Operations and arenaflex's lines of business to identify and execute opportunities to improve arenaflex's support experience through Live Chat
• Being accountable for key performance indicators measuring the quality of member experience in the Live Chat
• Advocating for our members and providing meaningful insights to internal teams working to improve the member experience

Requirements

To thrive in this role, you'll need:

• 5+ years of cross-functional project management and/or product operations experience; you have worked closely with product managers through the lifecycle of product development to advocate for the customer while driving business outcomes
• 3+ years experience designing and project managing implementation of Live Chat solutions
• Ability to leverage data to inform and support critical decisions (experience working in and with Customer Support data is a plus)
• Excellent communication and presentation skills
• Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need
• Demonstrated ability to influence and foster strong working relationships with a diverse set of stakeholders
• Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
• Ability and willingness to travel domestically and internationally, approx. 10% of the time
• BPO operations or consulting background preferred, but not required

What We're Looking For

We're looking for a self-starter, change agent, and exceptional problem solver with a demonstrated track record of steering cross-functional initiatives and delivering stellar operating outcomes. If you're passionate about Live Chat and have a strong understanding of the customer experience, we want to hear from you.

How to Apply

If you're ready to join a team of innovators and changemakers who are passionate about making a difference in the lives of our members, apply now. We can't wait to hear from you! Apply to this job Apply for this job