Introduction to arenaflex
arenaflex is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 278 million paid memberships in more than 190 countries. Our mission is to entertain the world with exciting content and cutting-edge technology, and we're committed to ensuring that our customer service is always ready, informed, and aligned with our innovative product launches. As a leader in the entertainment industry, we're dedicated to fostering a culture of customer trust, account security, payments fraud prevention, and privacy.
The Role
We're seeking an experienced Investigations & Response Manager, Customer Trust & Privacy to join our Customer Service team. As a strategic leader, you'll play a crucial role in ensuring that our customer service is always prepared and equipped to support new product launches and updates, with a focus on customer trust, account security, payments fraud, and privacy. You'll work closely with product teams to integrate customer feedback and lead initiatives to ensure customer service readiness. This role offers opportunities for professional growth and the chance to make a significant impact on improving customer trust and security.
Key Responsibilities
- I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership.
- Privacy Operations Alignment: Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
- Strategic Collaboration: Partner closely with Product & Engineering teams to ensure Customer Service (CS) is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy.
- CS Insights & Product Innovation: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions. Leverage strategic thinking to identify trends and areas for improvement, particularly in areas of Customer Trust, Account Security, Payments Fraud, and Privacy.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests.
- CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions. Use strategic insights to influence product direction, especially in enhancing customer trust and security.
- Agent Readiness: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed. Strategically plan content to address potential issues and questions.
- CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives. Use strategic planning to enhance cross-functional teamwork.
- Forecast Input: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches. Utilize strategic thinking to predict future needs and trends.
- Impact Analysis: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience. Apply strategic insights to mitigate negative impacts and enhance positive outcomes.
- Project Management: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution. Use strategic planning to ensure projects are aligned with broader company goals.
Essential Qualifications
- Proven experience in program management, especially within product and customer service environments.
- 5+ years of experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries.
- Strong understanding of privacy regulations and customer privacy concerns.
- Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering.
- Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business to successfully advocate for a team.
- Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
- Ability to fully operate autonomously and navigate organizational ambiguity while expanding the team knowledge base and footprint across undiscovered areas and on top of already established clear-cut priorities.
- Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
- Superior organizational skills, extraordinary attention to detail, and a ‘challenge-the-status-quo’ / ‘go outside of the comfort zone’ mindset that processes can always be improved.
- Self-starter and fast learner who can work independently while using impeccable judgment.
- Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines.
- Receptive to and able to appropriately give & incorporate real-time feedback.
- Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context.
- Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.
Preferred Qualifications
- Advanced degree in a related field, such as Business Administration, Computer Science, or Law.
- Certifications in privacy, security, or compliance, such as CIPP, CISM, or CISSP.
- Experience working in a fast-paced, dynamic environment with a strong focus on innovation and customer satisfaction.
- Knowledge of emerging trends and technologies in customer service, product innovation, and data-driven decision making.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As an Investigations & Response Manager, Customer Trust & Privacy, you'll have access to a wide range of training and development opportunities, including:
- Leadership development programs to help you build your skills and expertise as a strategic leader.
- Training and certification programs in privacy, security, and compliance to help you stay up-to-date with the latest trends and technologies.
- Opportunities to work on high-visibility projects and collaborate with cross-functional teams to drive business results.
- A culture of continuous learning and innovation, with a focus on experimentation, iteration, and improvement.
Work Environment and Company Culture
arenaflex is a unique and dynamic company that values innovation, creativity, and customer satisfaction. Our company culture is built around a set of core values that include:
- A focus on customer satisfaction and trust.
- A commitment to innovation and experimentation.
- A culture of continuous learning and improvement.
- A emphasis on collaboration, teamwork, and communication.
- A dedication to diversity, equity, and inclusion.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package that includes:
- A salary range of $100,000 - $350,000 per year, depending on experience and qualifications.
- A comprehensive benefits package that includes health plans, mental health support, 401(k) retirement plan with employer match, stock option program, disability programs, health savings and flexible spending accounts, family-forming benefits, and life and serious injury benefits.
- Paid leave of absence programs, including vacation, holidays, and sick leave.
- Flexible time off and remote work options to help you balance your work and personal life.
Conclusion
If you're a strategic leader with a passion for customer trust, product innovation, and data-driven decision making, we encourage you to apply for the Investigations & Response Manager, Customer Trust & Privacy role at arenaflex. This is a unique opportunity to join a dynamic and innovative company that values customer satisfaction, innovation, and continuous learning. As a member of our team, you'll have the chance to make a significant impact on our business and drive results that matter. Apply now to join our team and start your journey with arenaflex!
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