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About arenaflex

arenaflex is revolutionizing the homebuying experience by creating innovative financial products that provide certainty and convenience to buyers and sellers in the real estate market. As a fast-paced, remote-first, real estate start-up, we partner with agents to offer cutting-edge products and services, empowering clients to buy with cash, sell with certainty, and time their move – no matter the market. Our bundled services across offers, Mortgage, and Title make buying a home more seamless, and our commitment to excellence is reflected in our three core values: The Golden Rule, One Team One Dream, and Calm Focus.

About the Role

The Senior Manager of Customer Experience at arenaflex is a critical position that oversees the Homebuying Customer Experience Teams. This role is responsible for implementing and tracking key performance indicators (KPIs), quality, and turn time metrics for these teams. As a key member of our leadership team, you will collaborate with Sales, Transaction Operations, Financial Product, and Technology teams to ensure exceptional fulfillment experiences for all arenaflex products. You will own the performance management and development of the roles within this department, including skills like customer service, communication, real estate acumen across multiple states, detailed contract management, and more.

Key Responsibilities:

• Manage and upskill the Transaction Success and Support Team Leads to ensure a quality customer experience.
• Assist in and coordinate the ongoing training efforts for transaction experience team members.
• Collaborate with functional leaders within arenaflex's sales, operations, mortgage, finance, and product teams to develop a fully integrated transaction management and closing experience.
• Maintain in-depth knowledge of company products, services, and policies, effectively communicating updates to team members.
• Design and implement processes, procedures, and systems architecture to meet business needs.
• Create reports and dashboards within Salesforce for team and management use, monitoring key metrics and identifying areas for improvement.
• Ensure team members are trained to review every request accurately and efficiently, in alignment with arenaflex's terms and requirements.
• Facilitate Team Leads in supporting frontline teams to maintain a delicate balance between company risk management and consistently delivering exceptional customer and agent experiences throughout the transaction.
• Develop and oversee the crafting of communication strategies and scripts utilized by the Transaction Success And Support teams. Ensure alignment with company messaging and values, and provide final sign-off on all communication materials.
• Craft solutions for change management with cross-functional alignment.
• Take full ownership of key performance indicators and prioritizing customer experience (NPS) and on-time cash closings.
• Recruit, develop, and retain team members, to scale a best-in-class functional area of full-time and contract employees in an effort to maximize profitability.
• Provide detailed, insightful feedback to our Product team on the customer experience with arenaflex, ensuring we keep the customer at the center of our solutions.
• Be comfortable working in ambiguity and shifting priorities.

What You'll Bring:

• 5+ years of management experience
• 8+ years of real estate experience
• Real estate license, preferred
• Exceptional organizational skills
• Strong time-management and project management skills
• Strong leadership skills; vision and the ability to build and unify high-performing cross-functional teams around meaningful outcomes
• Executive presence, excellent communication, and presentation skills
• Demonstrated success delivering high-quality customer experiences
• Tangible experience building something from the ground up
• An outcomes-focused mentality and drive
• Enthusiasm about helping beyond the bounds of your day-to-day role
• Salesforce experience, preferred

Career Growth Opportunities and Learning Benefits:

At arenaflex, we believe in investing in our employees' growth and development. As a Senior Manager of Customer Experience, you will have opportunities to:

• Develop and implement innovative solutions to improve customer experiences
• Collaborate with cross-functional teams to drive business growth and excellence
• Take ownership of key performance indicators and drive business results
• Recruit, develop, and retain top talent in the industry
• Provide feedback and insights to our Product team to inform product development
• Participate in company-wide initiatives and projects to drive business growth and excellence

Work Environment and Company Culture:

arenaflex is a remote-first company, and we value flexibility and work-life balance. Our headquarters are located in Austin, TX, but we welcome applications from candidates across the United States. Our company culture is built on three core values: The Golden Rule, One Team One Dream, and Calm Focus. We prioritize empathy, collaboration, and innovation in everything we do.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including:

• Base salary: $100,000 - $110,000
• Remote-first environment
• Company-wide bonus
• Exciting stock option grant for every full-time employee
• 401(k) employer contribution match
• Health and wellness benefits, including medical, dental, vision, and life insurance
• Twenty days of vacation, five sick days, twelve company holidays, and two floating holidays each year
• Generous paid parental leave of up to 14 weeks

Value-Driven Employee Experience:

At arenaflex, we prioritize our employees' well-being and happiness. Our values are reflected in everything we do, and we strive to create a work environment that is inclusive, empathetic, and supportive. We believe in:

• The Golden Rule: Treat others the way we want to be treated
• One Team One Dream: Collaboration and teamwork to drive business growth and excellence
• Calm Focus: Prioritizing the larger objective and finding solutions that benefit everyone

Apply to this Job:

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply to this role. Please submit your resume and a cover letter explaining why you are the ideal candidate for this position. We look forward to hearing from you!