Senior Manager, Customer Operations & Strategy – Revolutionizing the Future of Car Ownership at arenaflex
Are you ready to join a revolutionary startup that's changing the game in the $2T car ownership market? Look no further than arenaflex, the pioneering company behind America's first and only AllCar app, Jerry. As a Senior Manager, Customer Operations & Strategy, you'll play a critical role in shaping the future of car ownership, driving business growth, and leading a high-performing team of insurance agents and operations experts.
About arenaflex
arenaflex is a pre-IPO startup with a proven track record of success, boasting $240M in funding, 40X revenue growth in 4 years, and a $2T market size. Our team is comprised of brilliant leaders and team members from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z. We're on a mission to disrupt a massive market and become a $5B business in the next few years.
The Opportunity
As a Senior Manager, Customer Operations & Strategy, you'll report to our VP, Insurance Operations, and be responsible for elevating our customer experience and ensuring efficient operations through:
- Managing our onshore & offshore teams (~50 insurance agents)
- Optimizing workflows and evaluating tools & systems
- Leveraging automation and our GenAI chatbot & voicebot technology
- Strengthening collaboration between customer-facing, product, and engineering teams
You'll set ambitious goals, drive execution, and maintain a culture of high performance, driving improvements in Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. Your influence will play a critical role in helping us grow from 5M to 50M customers and become a $5B business in the next few years.
How You Will Make an Impact
As a Senior Manager, Customer Operations & Strategy, you'll make a significant impact in the following areas:
- Performance Management: Build and maintain a high-performance culture among both onshore and offshore teams by setting ambitious goals, holding teams accountable, rewarding top performance, and addressing underperformance quickly.
- Hiring, Training & Onboarding: Plan for hiring (onshore and offshore) and work closely with recruiting to bring on high-caliber team members. Redesign and enhance onboarding and training programs for onshore and offshore teams, ensuring a comprehensive and well-organized curriculum.
- Workflow optimization: Define and own workflow improvements, including the development of offshore teams. Help balance efficiency with customer experience while adhering to licensing requirements.
- Systems evaluation: Work with our leadership team to evaluate and improve current systems (e.g., omni-channel solutions and the use of tools like Front and Talkdesk).
- Automation: Partner with our automation and app teams to help reduce incoming calls, texts, and requests, contributing to automation goals, and work to understand and improve our chatbot and voicebot performance.
Minimum Requirements
To be successful in this role, you'll need:
- Experience managing a team of 50+ inbound contact center agents in a fast-paced, high-volume environment
- Proven track record of driving team performance indirectly through first-line people managers
- Experience making improvements to processes and training to increase team efficiency
Ideal Profile
We're looking for a candidate with:
- A framework for problem-solving and a commitment to first principles
- A high bar for themselves and their team, with a constant pursuit of excellence
- Comfort communicating with audiences varying from front-line employees to senior executives
What We Offer
As a Senior Manager, Customer Operations & Strategy at arenaflex, you'll enjoy:
- A dynamic and fast-paced work environment with a talented team of innovators
- Opportunities for career growth and professional development
- A competitive salary and benefits package
- A chance to work on a revolutionary product that's disrupting a massive market
About arenaflex Culture
arenaflex is a company that values passion, curiosity, and egolessness. We're a team of problem-solvers who love working together to create real-world impact. If you're looking for a company that will challenge you, support you, and help you grow, then arenaflex is the perfect fit.
How to Apply
If you're ready to join a revolutionary startup and make a meaningful impact in the car ownership market, apply now! We can't wait to hear from you.
Equal Employment Opportunity
arenaflex is an Equal Employment Opportunity employer. We prohibit discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state or federal laws.
Accommodations for Individuals with Disabilities
arenaflex is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [email protected]. Apply for this job