Investigations & Response Manager – Customer Trust, Privacy Operations & Strategic Product Enablement

About arenaflex and the Opportunity Ahead

arenaflex stands at the forefront of global entertainment, delivering compelling stories, immersive experiences, and innovative technology to hundreds of millions of members across more than 190 countries. Our platform has redefined how audiences consume films, series, and games, offering unparalleled freedom to play, pause, and resume content at any moment, on any device, and in any language. As a category-defining leader, arenaflex is built on a foundation of bold creativity, relentless innovation, and an unwavering commitment to our members.

Behind the magic of seamless streaming lies an equally sophisticated ecosystem of trust, security, and privacy operations. Every interaction a member has with arenaflex — from signing up to managing their subscription — is underpinned by robust systems designed to protect their personal information, safeguard their accounts, and ensure they feel secure in their relationship with us. The Customer Trust & Privacy organization is the nerve center of this commitment, acting as the critical bridge between product innovation and the day-to-day reality of how members experience our service.

We are seeking a dynamic, strategic, and people-centered leader to join us as our next Investigations & Response Manager, Customer Trust & Privacy. This is more than a management role; it is an opportunity to shape the future of how arenaflex protects its members, empowers its frontline teams, and partners with the world-class product and engineering organizations that build the future of entertainment.

Position Overview

As the Investigations & Response Manager, you will lead a high-performing pod of individual contributors dedicated to handling complex, privacy-sensitive customer inquiries. You will serve as the strategic connective tissue between Customer Service (CS) and our Product & Engineering teams, ensuring that every new feature, product launch, and policy change is met with operational readiness, clear communication, and a deep understanding of member impact.

Your work will focus on four critical pillars: Customer Trust, Account Security, Payments Fraud, and Privacy. You will anticipate challenges before they emerge, translate complex technical and regulatory developments into actionable operational plans, and champion the voice of the customer in every product conversation. If you are a strategic thinker, an empathetic leader, and a skilled navigator of organizational complexity, this role offers a unique platform to make a measurable, lasting impact on the experience of hundreds of millions of members worldwide.

Key Responsibilities

Leadership and Pod Management

• Lead, mentor, and develop a team of individual contributors (the I&R Privacy Pod) responsible for investigating and resolving customer inquiries with privacy components.
• Set clear performance objectives, provide ongoing coaching, and create individualized growth plans that elevate both technical expertise and career trajectories.
• Foster a culture of accountability, psychological safety, and continuous learning, where team members feel empowered to take ownership of complex challenges.
• Conduct regular 1:1s, performance reviews, and team retrospectives to ensure alignment, engagement, and operational excellence.

Strategic Alignment with Privacy Operations

• Partner closely with Privacy Operations leadership to align on strategic priorities, regulatory requirements, and operational standards.
• Ensure that the I&R Privacy Pod’s work is deeply integrated with broader privacy initiatives, avoiding duplication and maximizing organizational impact.
• Serve as a trusted advisor and escalation point for sensitive privacy matters that intersect with member-facing operations.

Product & Engineering Partnership

• Collaborate with cross-functional Product and Engineering teams to ensure Customer Service is operationally prepared for every new product launch, feature rollout, and policy update.
• Proactively identify potential customer experience risks tied to upcoming changes and develop mitigation strategies in advance.
• Translate complex technical roadmaps into clear, actionable readiness plans for frontline agents and operational teams.

Insights, Analytics, and Product Innovation

• Extract, synthesize, and deliver actionable insights from Customer Service interactions to inform product strategy, feature prioritization, and innovation roadmaps.
• Identify recurring trends, emerging patterns, and systemic issues across Customer Trust, Account Security, Payments Fraud, and Privacy domains.
• Partner with data and analytics teams to build dashboards, reports, and frameworks that surface member-impacting signals at the right altitude and cadence.

Stakeholder Management and Cross-Functional Collaboration

• Build and sustain strong relationships with senior stakeholders across Product, Engineering, Legal, Privacy, and Customer Service organizations.
• Operate with executive presence, communicating complex issues clearly and persuasively to audiences at the director level and above.
• Balance competing stakeholder interests, negotiate alignment, and drive consensus on high-stakes initiatives.

Customer Service Advocacy and Voice of the Customer

• Serve as the unwavering voice of Customer Service in product and engineering discussions, ensuring member needs and frontline realities are reflected in decisions.
• Champion initiatives that enhance customer trust, reduce friction, and improve security outcomes for members.
• Establish feedback loops that ensure product teams receive timely, structured, and actionable input from the front lines.

Agent Readiness, Knowledge, and Content Enablement

• Own the creation, curation, and lifecycle management of content across the Knowledge Base (KB), Help Center (HC), internal news posts, and member-facing notifications.
• Ensure that agents are equipped with accurate, up-to-date, and easily digestible information ahead of every major product change.
• Strategically anticipate the questions, edge cases, and concerns that will arise from new features or policy shifts, and prepare the organization in advance.

Forecasting, Impact Analysis, and Project Management

• Provide input on volume forecasts, resource planning, and capacity modeling to ensure Customer Service is appropriately staffed for upcoming launches.
• Conduct rigorous impact analyses to understand how product changes will affect operations, member experience, and downstream workflows.
• Lead and deliver cross-functional projects from inception to completion, ensuring they are executed on time, within scope, and aligned with broader organizational goals.

Essential Qualifications

• Program Management Experience: A minimum of 5+ years of experience managing complex, high-visibility projects, preferably in environments that sit at the intersection of product, technology, and customer service.
• Domain Expertise: Demonstrated experience handling high-sensitivity requests within one or more of the following domains: Privacy, Compliance, Fraud, Trust & Safety, or Customer Service.
• Privacy Knowledge: Strong working knowledge of global privacy regulations (such as GDPR, CCPA, and related frameworks) and a deep understanding of customer privacy concerns in a digital, consumer-facing environment.
• Executive Stakeholder Skills: Proven ability to liaise effectively with senior leaders (director level and above) across multiple cross-functional teams, including Product and Engineering.
• Stakeholder Management: A consistent track record of building bridges across organizational silos, advocating effectively for a team, and aligning diverse interests around shared outcomes.
• Autonomy and Judgment: Demonstrated ability to operate independently, navigate ambiguity, and make sound decisions with limited information or context.
• Analytical Acumen: Strong analytical and critical thinking skills, with the ability to synthesize high-complexity data from multiple sources, identify trends, and translate findings into actionable recommendations.
• Organizational Excellence: Superior organizational skills, extraordinary attention to detail, and a mindset that constantly challenges the status quo in pursuit of better processes.
• Adaptability: Comfort thriving in a fast-paced, constantly evolving environment with shifting priorities, multiple concurrent projects, and strict deadlines.
• Feedback Orientation: Receptive to real-time feedback and skilled at giving constructive input that elevates the work of others.
• Situational Awareness: Ability to identify and escalate matters requiring urgent attention, while also making confident independent decisions when needed.
• Technical Proficiency: Full working proficiency in Google Suite, Zendesk, Asana, and/or other customer service and project management platforms.

Preferred Qualifications

• Previous direct experience in leadership-driven roles, including strategy, operations, and people management.
• Experience scaling teams or operations in a high-growth, global technology company.
• Familiarity with entertainment, streaming, subscription-based, or consumer technology business models.
• Background in incident response, crisis management, or high-stakes investigations.
• Experience working with distributed or remote-first teams across multiple time zones.

Skills and Competencies for Success

• Strategic Thinking: The ability to see the big picture, anticipate future challenges, and connect the dots across disparate initiatives.
• Leadership: A natural ability to inspire, develop, and elevate the people around you, creating conditions for high performance and deep engagement.
• Communication: Exceptional written and verbal communication skills, with the ability to distill complex topics into clear, compelling narratives for diverse audiences.
• Influence Without Authority: Skilled at building consensus, persuading stakeholders, and driving outcomes through influence rather than positional power.
• Curiosity and Continuous Learning: A genuine passion for understanding how things work, why they work that way, and how they can be improved.
• Resilience: The composure and tenacity to navigate high-pressure situations, ambiguity, and the inevitable challenges of operating at scale.

Career Growth and Learning Opportunities

At arenaflex, career growth is not a footnote — it is a foundational commitment. As the Investigations & Response Manager, you will be exposed to the inner workings of a global entertainment powerhouse, working alongside some of the brightest minds in product, engineering, privacy, and customer experience. You will develop a deep, cross-functional perspective that few roles can offer, and you will have access to a wide array of learning resources, mentorship opportunities, and stretch assignments designed to accelerate your professional trajectory. Whether your long-term path leads deeper into privacy and trust operations, broader customer service leadership, or strategic product management, this role will provide the foundation, network, and experience to support your ambitions.

Work Environment and Company Culture

arenaflex is renowned for its unique and high-performance culture, one that values freedom, responsibility, curiosity, and candor. We believe that great work happens when talented people are given the context they need to thrive and the autonomy to do their best work. Our environment is fast-paced, collaborative, and unapologetically ambitious. We hire and develop leaders who are self-directed, who challenge conventional thinking, and who operate with a high degree of ownership. Diversity of thought, background, and experience is not just welcomed — it is celebrated as essential to building stronger teams and better outcomes. We are an equal-opportunity employer committed to creating an inclusive environment for all employees.

Compensation and Benefits

Our compensation philosophy is built on transparency, market competitiveness, and personal flexibility. Generally, our structure consists solely of an annual salary, and we do not offer discretionary bonuses. However, you have the opportunity each year to determine your own top-of-market compensation by choosing the mix of salary and stock options that best aligns with your personal financial goals. To determine your individual compensation, we consider your specific job family, background, skills, and experience alongside market indicators. The range for this role is $100,000 – $350,000, with the flexibility to land at the appropriate level based on your unique profile.

arenaflex provides a comprehensive benefits package designed to support your health, well-being, and financial future, including:

• Health Plans with a range of coverage options
• Mental Health support resources and programs
• 401(k) Retirement Plan with company match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Generous paid leave of absence programs
• 35 days annually of paid time off for full-time hourly employees (vacation, holidays, and sick time)
• Flexible time off for full-time salaried employees, available immediately

How to Apply

If you are a strategic leader with a passion for customer trust, privacy, and product excellence — and if you are ready to make a meaningful impact on the experience of hundreds of millions of members around the world — we want to hear from you. Bring your curiosity, your leadership, and your drive to arenaflex, and help us shape the future of entertainment while protecting what matters most to the people we serve. This position will remain open for no less than seven days and will be removed once the role is filled. We look forward to receiving your application.