Experienced Manager, Customer Operations – Inbound Virtual Contact Center
Join arenaflex, a pre-IPO startup with a capital, traction, and runway ($240M funded | 40X revenue growth in 4 years | $2T market size), as we disrupt a massive market and take our business to a $5B business in the next few years. This is an exciting opportunity to work closely with brilliant leaders and team members from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, a16z, and more.
About arenaflex
arenaflex is America's first and only super app to radically simplify car ownership. We are redefining how people manage owning a car, one of their most expensive and time-consuming assets. Backed by artificial intelligence and machine learning, arenaflex simplifies and automates owning and maintaining a car while providing personalized services for all car owners' needs. From car insurance and financing to maintenance and safety, arenaflex does it all.
About the Opportunity
We are looking for an experienced Manager, Customer Operations to join our Insurance Operations leadership team and ensure our front-line agents are operating at peak performance. This is a critical leadership role responsible for driving execution across our onshore sales and service teams (~50 agents). Reporting to our Director of Insurance Operations, you will also partner with product, engineering, and business analytics teams to evaluate performance data, optimize workflows, and develop performance systems and feedback loops to ensure we hit our sales and service goals consistently.
Key Responsibilities
As a Manager, Customer Operations, you will be responsible for:
- Building and sustaining a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early.
- Coaching and developing team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations.
- Owning the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest.
- Partnering with functional leads to ensure alignment on priorities and translating strategic goals into weekly agent-level plans.
- Diagnosing performance issues at their root, whether driven by people, process, systems, or execution, and developing action plans that improve inputs, not just outcomes.
- Establishing proactive mechanisms to prevent issues from recurring.
- Working with product and engineering to identify and implement process improvements and system enhancements.
Minimum Requirements
To be successful in this role, you will need:
- 3+ years of experience managing a similar-sized team of inbound contact center agents in a high-volume, metric-driven environment.
- Demonstrated ability to manage through others (e.g., team leads or supervisors), holding them accountable for their team's performance.
- Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes.
- Track record of driving performance by managing inputs, not just outcomes.
- Comfort working across onshore and offshore teams, ideally in a tech-forward environment.
Ideal Profile
We are looking for someone who:
- Is a systems thinker who thrives on creating structure and accountability.
- Has a track record of elevating performance and doesn't shy away from tough conversations.
- Brings urgency, clarity, and high standards to everything they do.
- Takes full ownership of their domain and doesn't wait for others to tell them what to do.
- Is energized by rolling up their sleeves, digging into data, and solving problems at their root.
- Believes feedback is a gift and proactively seeks it.
Career Growth Opportunities and Learning Benefits
At arenaflex, we believe in investing in our employees' growth and development. As a Manager, Customer Operations, you will have opportunities to:
- Work with a talented team of professionals who are passionate about simplifying car ownership.
- Develop your leadership skills and take on new challenges.
- Stay up-to-date with the latest industry trends and best practices.
- Participate in training and development programs to enhance your skills and knowledge.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced environment that values innovation, collaboration, and customer satisfaction. We offer a range of benefits, including:
- Competitive salary and bonus structure.
- Comprehensive health insurance and wellness programs.
- Generous paid time off and holidays.
- Access to cutting-edge technology and tools.
- Collaborative and supportive work environment.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Salary: $120,000 - $150,000 per year, depending on experience.
- Bonus structure: up to 20% of annual salary.
- Comprehensive health insurance and wellness programs.
- Generous paid time off and holidays.
- Access to cutting-edge technology and tools.
- Collaborative and supportive work environment.
How to Apply
If you are a motivated and experienced leader who is passionate about simplifying car ownership, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and prohibits discrimination based on race, religion, color, national origin, sex, pregnancy, reproductive health decisions or related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, genetic information, or other characteristics protected by applicable local, state, or federal laws.
Accommodations for Individuals with Disabilities
arenaflex is committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [[email protected]](mailto:[email protected]). Apply for this job