At arenaflex, we're revolutionizing the way people consume entertainment and connect with each other. As a leading global entertainment services company, we're committed to delivering exceptional customer experiences that exceed expectations. We're now seeking an experienced Investigations & Response Manager, Customer Trust & Privacy to join our Customer Service team and play a crucial role in ensuring our customers' trust and security.
**The Role**
As the Investigations & Response Manager, Customer Trust & Privacy, you'll be responsible for leading a team dedicated to handling customer inquiries with privacy components, ensuring strategic alignment with Privacy Operations, and delivering critical insights from Customer Service to inform strategy, decision-making, and innovation. You'll work closely with product teams to integrate customer feedback and lead initiatives to ensure Customer Service readiness.
In this role, you'll have the opportunity to make a significant impact on improving customer trust and security, while also driving business growth and innovation. You'll be part of a fast-paced, collaborative environment where you'll work with cross-functional teams to develop and implement strategies that enhance customer experience and drive business results.
**Responsibilities**
* **I&R Privacy Pod Oversight**: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership.
* **Privacy Operations Alignment**: Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
* **Strategic Collaboration**: 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. Use strategic thinking to anticipate potential challenges and opportunities.
* **CS Insights & Product Innovation**: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions. Leverage strategic thinking to identify trends and areas for improvement, particularly in areas of Customer Trust, Account Security, Payments Fraud, and Privacy.
* **Stakeholder Management**: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests.
* **CS Advocacy**: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions. Use strategic insights to influence product direction, especially in enhancing customer trust and security.
* **Agent Readiness**: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed. Strategically plan content to address potential issues and questions.
* **CS Collaboration**: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives. Use strategic planning to enhance cross-functional teamwork.
* **Forecast Input**: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches. Utilize strategic thinking to predict future needs and trends.
* **Impact Analysis**: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience. Apply strategic insights to mitigate negative impacts and enhance positive outcomes.
* **Project Management**: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution. Use strategic planning to ensure projects are aligned with broader company goals.
**Qualifications**
* **Proven experience**: Proven experience in program management, especially within product and customer service environments.
* **5+ years of experience**: 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**: Strong understanding of privacy regulations and customer privacy concerns.
* **Specific market knowledge**: 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**: 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**: Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
* **Ability to operate autonomously**: 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**: 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**: 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**: Self-starter and fast learner who can work independently while using impeccable judgment.
* **Ability to adapt**: 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 feedback**: Receptive to and able to appropriately give & incorporate real-time feedback.
* **Situational awareness**: 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 software**: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.
**Compensation and Benefits**
arenaflex offers a comprehensive compensation package, including an annual salary, stock options, and a range of benefits to support your well-being and career growth. The salary range for this role is $100,000 - $350,000, and you'll have the opportunity to choose how much of your compensation you want in salary versus stock options.
Our benefits package includes:
* Comprehensive health plans
* Mental health support
* 401(k) Retirement Plan with employer match
* Stock Option Program
* Disability Programs
* Health Savings and Flexible Spending Accounts
* Family-forming benefits
* Life and Serious Injury Benefits
* Paid leave of absence programs
**Work Environment and Culture**
arenaflex is a unique culture and environment that values diversity, inclusivity, and collaboration. We're committed to creating a workplace that's welcoming and supportive of all employees, regardless of their background, identity, or experience.
As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a global team that's passionate about delivering exceptional customer experiences. We're a fast-paced and dynamic environment that's always looking for ways to innovate and improve.
**How to Apply**
If you're passionate about customer trust and security, and you're looking for a challenging and rewarding role that will allow you to make a significant impact, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information].
We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we're committed to creating a workplace that's inclusive and supportive of all employees.
Don't miss this opportunity to join a global leader in entertainment and make a real difference in the lives of our customers. Apply now to become a part of the arenaflex team!
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