At arenaflex, we're revolutionizing the way people enjoy entertainment, and we're looking for a seasoned Investigations & Response Manager, Customer Trust & Privacy to join our team. As a key member of our Customer Service organization, you'll play a critical 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 exceptional content and innovative technology to our customers, and we're committed to building a culture that values diversity, equity, and inclusion. Our team is dedicated to making a positive impact on our customers' lives, and we're looking for talented individuals who share our vision.
**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 work closely with our Product & Engineering teams to ensure Customer Service is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy. You'll also be responsible for delivering actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions.
**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 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**
* **Competitive compensation**: Our compensation structure consists solely of an annual salary, with a range of $100,000 - $350,000.
* **Comprehensive benefits**: We offer a range of 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.
* **Flexible time off**: Full-time salaried employees are immediately entitled to flexible time off.
* **Paid leave of absence programs**: We offer paid leave of absence programs to support our employees' well-being and work-life balance.
* **Opportunities for growth and development**: We're committed to helping our employees grow and develop their careers, with opportunities for professional growth and advancement.
**Why Join arenaflex?**
* **Make a meaningful impact**: As a member of our team, you'll have the opportunity to make a meaningful impact on our customers' lives and contribute to the success of our company.
* **Work with a talented team**: Our team is comprised of talented and dedicated individuals who are passionate about delivering exceptional customer experiences.
* **Enjoy a dynamic and inclusive work environment**: We're committed to building a culture that values diversity, equity, and inclusion, and we're proud to be an equal-opportunity employer.
**How to Apply**
If you're passionate about customer service, product innovation, and privacy, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
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