Experienced Engineering Manager – Customer Service Platform Transformation at arenaflex

We're on a mission to revolutionize the way people interact with arenaflex's services, and we need a visionary leader to help us achieve this goal. As an Engineering Manager on our Customer Service Platform (CSP) team, you'll play a pivotal role in shaping the future of customer service at arenaflex. With the rise of generative AI, we're entering a transformative phase, and we're looking for someone who can combine technical expertise with empathetic leadership to guide our team through meaningful change.

About arenaflex

arenaflex is a global leader in the entertainment industry, with a mission to provide the best possible experience for our users. Our Customer Service Platform is a critical component of this mission, empowering millions of customers to get help from our support team through conversation channels and tooling. As an Engineering Manager on this team, you'll have the opportunity to work on cutting-edge technology, collaborating with cross-functional teams to deliver innovative solutions that positively shape the user experience.

The Role

As an Engineering Manager on the CSP team, you'll be responsible for leading two teams of engineers building tooling and workflows for our customer service agents. You'll also lead the R&D that powers every conversation between our customers and arenaflex's customer service team. Your technical expertise will be essential in defining and communicating the practical possibilities and opportunities of generative AI, shaping and driving the multi-year transition to a customer service model that is deeply rooted in this technology.

Key Responsibilities

* Manage two teams of engineers building tooling and workflows for our customer service agents

• Lead the R&D that powers every conversation between our customers and arenaflex's customer service team
• Be a technology expert in defining and communicating the practical possibilities and opportunities of generative AI
• Shape and drive the multi-year transition to a customer service model that is deeply rooted in generative AI
• Work closely across R&D disciplines and business stakeholders to ensure timely and effective delivery and communications of multiple parallel projects
• Support the launch of every key arenaflex feature by ensuring that CS agents have the tools and empowerment that they need
• Own relationships with CS technology SaaS vendors, influencing their product roadmaps, holding them to account on technological performance, and building ever stronger connections

Who We're Looking For

* Extensive Engineering Management experience, with a track record of leading large-scale, transformational projects in tech-driven environments

• Empathetic to the engineers that you manage and curious to find the best ways to enable their growth and success
• Working knowledge or experience applying Generative AI/NLP to solve user-facing or operational problems
• Proven ability to turn strategy into actionable plans and deliver measurable results in fast-paced, cross-functional teams
• Not afraid to challenge the status quo—brings a curious, bold, and innovative approach to complex problem-solving
• Able to align stakeholders, influence at all levels, and communicate ideas clearly across technical and non-technical audiences
• Capable of upholding arenaflex's values and representing the best of us while holding partner companies to account

Where You'll Be

* This role is based in London

• We offer you the flexibility to work where you work best! There will be some in-person meetings, but we still allow for flexibility to work from home

What We Offer

* Competitive salary and benefits package

• Opportunity to work on cutting-edge technology and shape the future of customer service at arenaflex
• Collaborative and dynamic work environment with a team of passionate and talented engineers
• Flexible working arrangements, including remote work options
• Professional development opportunities, including training and mentorship programs
• Recognition and rewards for outstanding performance and contributions to the team

How to Apply

If you're a motivated and experienced Engineering Manager looking for a new challenge, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to our mission to revolutionize customer service at arenaflex.

Equal Opportunities Employer

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to creating a diverse and inclusive work environment that reflects the communities we serve. Apply for this job