**Senior Manager, Customer Operations & Strategy – Revolutionizing the Future of Car Ownership**

Are you ready to join a trailblazing team that's redefining the way people manage owning a car? Look no further than arenaflex, the innovative company behind America's first and only AllCar app. As a Senior Manager, Customer Operations & Strategy, you'll play a critical role in shaping the customer experience and driving operational excellence at arenaflex. **Why arenaflex?** * Join a pre-IPO startup with a strong track record of growth, having raised $240M in funding and scaled revenue 40X in just 4 years. * Collaborate with a talented team of leaders and professionals from top companies like McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z. * Disrupt a massive market and contribute to arenaflex's ambitious goal of becoming a $5B business in the next few years. * Accelerate your career growth in a talent-dense environment that values innovation and excellence. **About the Opportunity** arenaflex is seeking a seasoned Senior Manager, Customer Operations & Strategy to lead our insurance operations team and drive improvements in operational efficiency, customer satisfaction, and team performance. As a key member of our leadership team, you'll be responsible for: * Elevating the customer experience through process improvements, workflow optimization, and the effective use of automation and AI-powered tools. * Managing a team of 50+ insurance agents, both onshore and offshore, to ensure high-performance culture and accountability. * Collaborating with cross-functional teams, including product, engineering, and customer-facing teams, to strengthen relationships and drive business outcomes. * Developing and implementing strategies to improve operational cost per customer, speed of customer request fulfillment, and customer satisfaction. **How You Will Make an Impact** As a Senior Manager, Customer Operations & Strategy, you'll have a significant impact on arenaflex's growth and success. Your key responsibilities will include: * **Performance Management**: Build and maintain a high-performance culture among onshore and offshore teams by setting ambitious goals, holding teams accountable, and addressing underperformance quickly. * **Hiring, Training & Onboarding**: Plan for hiring and work closely with recruiting to bring on high-caliber team members. Redesign and enhance onboarding and training programs to ensure comprehensive and well-organized curriculum. * **Workflow Optimization**: Define and own workflow improvements, including the development of offshore teams. Balance efficiency with customer experience while adhering to licensing requirements. * **Systems Evaluation**: Work with leadership to evaluate and improve current systems, including omni-channel solutions and tools like Front and Talkdesk. * **Automation**: Partner with automation and app teams to reduce incoming calls, texts, and requests, contributing to automation goals, and work to understand and improve chatbot and voicebot performance. **Minimum Requirements** To be successful in this role, you'll need: * Experience managing a team of 50+ inbound contact center agents in a fast-paced, high-volume environment. * A proven track record of driving team performance indirectly through first-line people managers. * Experience making improvements to processes and training to increase team efficiency. **Ideal Profile** We're looking for a candidate with: * A framework for problem-solving and a commitment to first principles. * A high bar for themselves and their team, with a constant pursuit of excellence. * Comfort communicating with audiences ranging from front-line employees to senior executives. **What We Offer** * A dynamic and innovative work environment that values collaboration, creativity, and growth. * Competitive compensation and benefits package. * Opportunities for professional development and career advancement. * A chance to work on a revolutionary product that's disrupting a massive market. **How to Apply** If you're a motivated and experienced professional looking to join a trailblazing team, please submit your application through our website. We're excited to hear from you! **About arenaflex** arenaflex is America's first and only AllCar app, redefining and radically improving how people manage owning a car. Backed by artificial intelligence and machine learning, we simplify and automate owning and maintaining a car while providing personalized services for all car owners' needs. Join our team and work with passionate, curious, and egoless people who love solving real-world problems. Apply Job! Apply for this job