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

Are you ready to join a pioneering team that's redefining the way people manage owning a car? Look no further than arenaflex, the innovative startup behind America's first and only AllCar app. As a Senior Manager, Customer Operations & Strategy, you'll play a critical role in shaping the future of car ownership and driving arenaflex's mission to simplify and automate the process for millions of customers. **Why Join arenaflex?** * Be part of 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 goal of becoming a $5B business in the next few years. * Accelerate your career growth in a talent-dense environment that fosters 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 customer experience, operational efficiency, and team performance. As a key member of our leadership team, you'll be responsible for: * Elevating 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 and customer satisfaction. * Collaborating with cross-functional teams, including product, engineering, and customer-facing teams, to strengthen communication and drive business outcomes. * Setting ambitious goals, driving execution, and maintaining a culture of high performance within the team. * Evaluating and improving current systems, tools, and processes to ensure efficiency, scalability, 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 both onshore and offshore teams by setting ambitious goals, holding teams accountable, rewarding top performance, 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 for onshore and offshore teams, ensuring a comprehensive and well-organized curriculum. Ensure readiness assessments before new hires begin handling customer interactions. * **Workflow Optimization**: Define and own workflow improvements, including the development of offshore teams. Help balance efficiency with customer experience while adhering to licensing requirements. * **Systems Evaluation**: Work with our leadership team to evaluate and improve current systems, including omni-channel solutions and the use of tools like Front and Talkdesk. * **Automation**: Partner with our automation and app teams to help reduce incoming calls, texts, and requests, contributing to automation goals, and work to understand and improve our chatbot and voicebot performance. **Minimum Requirements** To be considered for this role, you must have: * 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 seasoned professional 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 varying from front-line employees to senior executives. **What We Offer** * A competitive salary and benefits package. * Opportunities for career growth and professional development. * A dynamic and innovative work environment. * A chance to work with a talented team of professionals who are passionate about making a difference. **How to Apply** If you're ready to join a pioneering team that's revolutionizing the future of car ownership, apply now! Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait 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. From car insurance and financing to maintenance and safety, arenaflex does it all. We're proud to be an Equal Employment Opportunity employer, committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation, please contact us at [email protected]. Join our team and work with passionate, curious, and egoless people who love solving real-world problems. Help us build a revolutionary product that's disrupting a massive market. Apply now and be part of something amazing! Apply for this job