Head of Product-Customer Service: Crafting Exceptional Customer Experiences at arenaflex

Are you a seasoned product leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where innovation and collaboration drive business growth? Look no further than arenaflex, a pioneering fintech company revolutionizing the way people pay for life's expenses. We're seeking an experienced Head of Product-Customer Service to join our team and lead the development of customer-centric products that make a meaningful impact.

About arenaflex

arenaflex is a leading fintech company that's changing the face of financial services. Our innovative technology eases the stress of paying for life's expenses by giving people more options on how and when they pay. With a next-generation, no-fee credit card and a point-of-sale payment option available at over 21,000 service locations, we're proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise. Our commitment to customer-centricity is reflected in our core values, which prioritize serving others before self, owning the impact, connecting genuinely, acting fast, including always, and innovating for good.

The Role

As our Head of Product-Customer Service, you'll report to the VP of Product and collaborate closely with the Chief Customer Officer to define and execute the strategy for a suite of customer-centric fintech products. This role demands a balance of visionary thinking and hands-on leadership, with a focus on delivering impact. You'll bring a deep commitment to product excellence, a talent for empowering teams, and a strong track record of driving key performance metrics that move the business forward.

Key Responsibilities

* Develop and drive the product vision, strategy, and roadmap for all customer service products, ensuring alignment with overall company goals and customer needs.

• Lead by example, mentor, and inspire a team of product managers specializing in customer service applications.
• Clearly articulate product vision, strategy, and progress to various stakeholders, including executive leadership.
• Work closely with engineering, operations, design, and other stakeholders to ensure successful product development and go-to-market strategies.
• Act as a hands-on product manager for key initiatives, owning the end-to-end product lifecycle from discovery and definition to launch and iteration.
• Deeply understand customer pain points and the ability to serve customers in a competitive landscape to identify new opportunities and drive product innovation.
• Effectively collaborate and manage relationships with offshore development and product teams to ensure seamless execution.
• Ensure all product development adheres to relevant compliance and regulatory requirements within the fintech industry.
• Possess a deep understanding of the fundamental drivers of the business, applying this knowledge to guide product strategy and execution.
• Drive operations with accountability, ensuring that product initiatives directly contribute to and move the top KPIs of the department.

Your Team's Focus Areas

* Customer service applications

• Customer Communication systems (e.g., Automated Dialer, Email Services, SMS Services)
• Self-Service Customer App
• Payment Processing Solutions
• Compliance and Regulatory Frameworks

What You Bring to the Table

* 8+ years of progressive product management experience, with at least 3 years in a leadership role managing product managers.

• Demonstrated experience in the Fintech domain, with a strong understanding of payment processing, regulatory requirements, and customer service operations within financial services.
• Proven ability to lead and motivate high-performing product teams, effectively amplifying team impact.
• Hands-on experience in driving product development from conception to launch, including defining requirements, writing user stories, and managing backlogs.
• Strong technical understanding with the ability to effectively communicate with engineering teams.
• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely.
• Comfort and adaptability in a fast-paced, sometimes ambiguous environment, with a "can-do" attitude and a proactive approach to problem-solving.
• Experience working with offshore teams and distributed product development models.
• Bachelor's degree in a relevant field (e.g., Business, Computer Science, Engineering); MBA or advanced degree a plus.

The Perks

* Join one of LA's fastest growing startups, a Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024), #161 on Deloitte Technology Fast 500 list.

• Mission driven + empowered + collaborative
• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend
• Casual Dress
• Team based strategic planning + Team owned deliverables

How We Pay

* We believe in paying fairly and equitably based on a number of factors including but not limited to previous experience, relevant work history, interview performance, geographical location, internal equity, and expected level of ownership.

• We are targeting a base salary of $200,000-$220,000 per year for this role.
• This role will also be granted company equity via stock options.

Core Values for Success at arenaflex

* Serve others before self - Champion a culture of servant leadership- empowering teams through strategic alignment and customer-centric thinking that advances company-wide success.

• Own the impact - Lead with accountability by ensuring product decisions are grounded in accurate data, delivering measurable business outcomes and long-term value.
• Connect genuinely - Foster strong, trust-based relationships across all levels of the organization- bridging product, engineering, design, and business stakeholders to drive aligned execution.
• Act fast - Set the pace for high-performing teams by promoting rapid iteration, smart risk-taking, and responsiveness in a fast-moving market.
• Include always - Embed inclusivity into product strategy by considering diverse user perspectives and fostering a collaborative, equitable product development environment.
• Innovate for good - Drive a forward-thinking product vision that leverages innovation to solve real problems, create meaningful customer value, and elevate arenaflex's mission.

Join the arenaflex Team

If you're a seasoned product leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and help shape the future of fintech at arenaflex. Apply for this job