Senior Manager, Strategy & Operations - Customer Success at arenaflex

Join the arenaflex Team: Revolutionizing Rent Payment Experience

Are you a strategic thinker with a passion for operations and a drive to succeed in a fast-paced fintech environment? Do you thrive in a dynamic setting where no two days are the same? If so, we invite you to join arenaflex, a growth-stage FinTech company headquartered in New York City, as our Senior Manager, Strategy & Operations - Customer Success.

About arenaflex

arenaflex is on a mission to empower renters with flexibility over their most significant recurring expense. Our innovative platform enables users to pay rent throughout the month on a schedule that better fits their finances and budget. With unprecedented investor support and an enthusiastic user base, we're poised for continued growth and expansion. As a key member of our Strategy & Operations team, you'll play a critical role in driving our customer-facing support strategy, processes, and technologies forward.

The Role

As our Senior Manager, Strategy & Operations - Customer Success, you'll serve as the API through which company strategy, ways of working, and culture are transmitted to our departments. Your responsibilities will span both departmental strategy and operations, including framework development, project planning, financial modeling, research, and analysis. This role positions you at the very heart of the business, collaborating closely with Strategy & Operations peers, as well as with company and departmental leadership.

Key Responsibilities

* Partner with your department leader (VP of Customer Success) to set long-range strategy and translate it into tangible near-term goals and frameworks that ensure tight execution

• Manage a diverse portfolio of projects (e.g., AI strategy, CS as a Service?) adapting rapidly to shifting priorities
• Own and evolve our foundational forecasting models (e.g., ticket projections, capacity management, queue estimates) to ensure we're staffed to meet/exceed our response speed and quality targets
• Build a robust understanding of the drivers of CSAT through analysis of large data sets (e.g., tickets, app store reviews) and qualitative insight (e.g., policy docs, user experience flows, customer interviews, competitive intel)
• Continuously improve processes, streamline collaboration, and identify ways to proactively optimize costs
• Review, design, and help drive improvements to team structure to address knowledge and skill gaps in view of business needs
• Distill progress into executive-facing monthly memos, facilitating the review meetings to ensure the right strategic conversations are had
• Communicate effectively with senior stakeholders, navigating complex problem sets with agility
• Operate at top-decile levels of speed and productivity, dealing constructively with pressure and debate

Who We're Looking For

* 5+ years of relevant work experience (e.g., investment banking, management consulting, start-up role in strategy, strategic finance, biz ops, or chief of staff function)

• Direct work (or advisory experience) with a high-growth tech/fintech company preferred
• Entrepreneurial; finds the messiness of 0-to-1 building exhilarating
• Strong conceptual facility; extremely fast thinker
• Comfort "fog sculpting," making amorphous projects tractable
• Well-honed interpersonal skills; able to drive results through others without compromising relationships and rapport
• Ability to thrive in a fast-paced (and at times chaotic) environment
• Strong bias for action
• Obsessive attention to detail; high bar for your own work product
• Superior communication skills (e.g., memos, meeting facilitation)
• Advanced financial modeling skills (e.g., cohorts, waterfalls)
• Experience with SQL and Sigma preferred

What We Offer

* Competitive pay with a base salary pay range of $196,000-213,000 for working locations in NY/NJ/CA, and $176,000-$192,000 for all other states

• 100% company-paid medical, dental, and vision
• 401(k) + company equity
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free arenaflex subscription

Life at arenaflex

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self-aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada, and South America. We're growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

How to Apply

If you're a motivated and strategic thinker with a passion for operations and a drive to succeed in a fast-paced fintech environment, we invite you to apply for the Senior Manager, Strategy & Operations - Customer Success role at arenaflex. Please submit your application through our website, and we'll be in touch to discuss this exciting opportunity further. Apply Now! Apply for this job