Experienced Customer Experience Operations Manager – CX Process Optimization and Tool Integration

At arenaflex, we're on a mission to power automated communication that people like to receive. As a pioneer in the industry, we've been helping over 7,600 internet businesses manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Our unique approach focuses on using behavioral data to increase relevance and drive positive results. We're now looking for a highly skilled and strategic Customer Experience Operations Manager to join our team. As the first hire on our CX Ops team, you'll play a crucial role in optimizing our tool stack to enable our department to operate more efficiently. Your primary responsibility will be to ensure our tools are seamlessly integrated into our customer-facing support and internal reporting processes, improving workflows and enabling the team to do more, faster.

About arenaflex

arenaflex is a distributed company that values effective communication skills, accountability, and collaboration. We're passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness, and we're looking for new coworkers to share and build that passion. Our mission is to empower businesses to deliver automated communication that resonates with their customers.

Key Responsibilities

As a Customer Experience Operations Manager at arenaflex, you'll be responsible for:

• Collaborating with CX leadership and cross-functional teams to enhance our processes
• Identifying opportunities for improvement to ensure the team runs as efficiently as possible, backed by tooling, metrics, and trend analysis
• Overseeing and managing our CX tools, including our CRM (Planhat), support desk (Zendesk), and data intent tools
• Involved with the data integrity of CX stack, including data analysis and manipulation
• Key data maintenance and business processes within Planhat and Zendesk, like managing users, roles, hierarchies, and security settings
• Collecting requirements from stakeholders, defining the strategy, and implementing the solution (e.g., automations, notifications, connections)
• Being hands-on and building out workflow solutions, reports, and dashboards in tools to measure CX progress
• Acting as a main point of contact (both internally and externally) for all tooling feature requests and support issues
• Responsible for training team members and ensuring adoption across the team
• Supporting performance and financial metrics
• Supporting CX enablement activities
• Providing detailed documentation and communicating process changes to the team

Essential Qualifications

To succeed in this role, you'll need:

• 5+ years of experience in an Ops role
• Strong understanding of the Planhat (or similar CS tool) and Zendesk platforms, Salesforce experience, with the ability to build custom reports, processes, formula fields, custom views, and other complex logic
• Preferably has work experience with marketing automation software
• Strong business and analytical skills, able to proactively dig into data and reports to identify opportunities for improvement
• Takes the initiative to research, plan, and execute projects from start to completion
• Enjoys talking to people and is highly collaborative; makes strategic decisions in an empathetic and respectful way
• Documents their thought process to help others understand how and why they landed on the final outcome
• Very organized with excellent attention to detail
• Ability to meet deadlines in a fast-paced environment
• Results-driven and has the ability to break down complex problems and projects into manageable goals and align initiatives

Preferred Qualifications

While not required, having experience with the following would be a plus:

• Experience with data analysis and manipulation
• Knowledge of marketing automation software
• Experience with workflow solutions, reports, and dashboards in tools

Work Environment and Company Culture

As a remote-first company, we value flexibility and autonomy. Our team is distributed across the globe, and we're committed to creating an inclusive and supportive work environment. We prioritize effective communication, accountability, and collaboration to ensure our team members feel connected and valued.

Compensation and Benefits

We offer a competitive salary of $130,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. Our benefits package includes:

• Unlimited PTO – we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching – up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc.
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at arenaflex
• Opportunities to meet in person with your peers throughout the year

How to Apply

If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join our team, please apply at the link below. We can't wait to hear from you! Apply To This Job

Hiring Process

Our hiring process typically involves:

• 30-minute video call with a Recruiter
• 45-minute video call with the Hiring Manager
• Take Home Assignment
• Assignment Review Call with two potential team members
• Final Interview

We'll be in touch with a status update about your application. Thank you for considering arenaflex as your next career step! Apply for this job