Experienced Full Stack Senior Leader – Customer Service Operations and Strategy

At arenaflex, we're on a mission to revolutionize the way people experience entertainment and storytelling. As a pioneer in the streaming industry, we're constantly pushing the boundaries of innovation and excellence. We're now seeking an exceptional leader to join our team as an Experienced Full Stack Senior Leader – Customer Service Operations and Strategy. This role is a unique opportunity to shape the future of customer service at arenaflex and drive business growth in a dynamic and fast-paced environment.

About arenaflex

arenaflex is a global entertainment company that produces and distributes original content to millions of subscribers worldwide. Our mission is to create a world where everyone can enjoy the best stories, anywhere, anytime. We're committed to innovation, creativity, and excellence in everything we do.

Job Summary

We're looking for a seasoned leader with a strong track record of driving customer service excellence and business growth. As an Experienced Full Stack Senior Leader – Customer Service Operations and Strategy, you'll be responsible for overseeing customer service operations across multiple regions, including Mexico, Peru, and Brazil. You'll work closely with our global customer service leadership team to identify opportunities for improvement and implement strategies to drive business growth.

Key Responsibilities

• Direct current operations in Mexico, Peru, and Brazil, focusing on driving ideal execution and efficiency

• Build a culture that supports our mission to make the arenaflex experience stunningly better
• Develop and maintain a high-performing team culture where employees are highly engaged and motivated
• Collaborate closely with site authorities and global customer service management to deliver exceptional service and support to arenaflex customers while achieving year-over-year cost efficiency
• Lead and drive support projects and new initiatives that enable us to gain insights and identify best practices to share across the global CS organization
• Create, develop, and implement new strategies and processes to manage operational scale efficiently
• Support your team as a resource for growth and eliminate barriers
• Build strong relationships and partnerships with cross-functional teams

Requirements

• 10+ years of experience leading and managing large-scale operations at a multi-country level (1000+ employees)

• Proven experience building and driving high-performing teams in a culture of excellence
• History of building strong relationships within CS and cross-functional teams
• Understanding of electronic content and streaming technologies
• Experience managing cross-functional teams (i.e., WFM, Learning and Development, Insights, etc.)
• Strong analytical skills with the ability to interpret and summarize complex performance and customer data patterns to drive meaningful plans that are effective to the business
• Experience presenting reports, trends, and recommendations to the team and senior leadership
• Demonstrated ability to track, measure, and advance multicultural tasks teams
• Excellent communication skills with the ability to articulate conclusions and provide feedback
• Strong communication skills in multiple formats (one-on-one to large all-hands) and configurations (written, casual, or formal presentations, group meetings, etc.)
• You thrive in a fast-paced environment, have a high level of academic curiosity, and have an objective-driven entrepreneurial mindset
• Ability to collaborate, influence, and partner effectively with senior internal stakeholders
• Demonstrated ability to lead through change, ambiguity, and growth
• Proven history of advancing, testing assumptions, and executing better methodologies

What We Offer

• Competitive salary package commensurate with experience

• Opportunity to work with a global entertainment company at the forefront of innovation and excellence
• Collaborative and dynamic work environment with a talented team of professionals
• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Professional development opportunities and training programs
• Recognition and rewards for outstanding performance and contributions

How to Apply

If you're a seasoned leader with a passion for customer service and business growth, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume, cover letter, and any relevant documents. We can't wait to hear from you!

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