Experienced Customer Experience Operations Manager – Scaling Efficiency and Excellence in Customer Success
At arenaflex, we're on a mission to revolutionize the way businesses approach customer experience. As a leading provider of AI-powered fraud solutions, we're committed to empowering our customers to grow fearlessly and deliver seamless consumer experiences. We're now seeking an exceptional Customer Experience Operations Manager to join our team in the USA and help us scale our operations for continued success.
About the Team
Our Customer Experience team is the voice of our customers, working closely with cross-functional teams to ensure that our customers get full value from our product. We're a team of skilled professionals who build relationships, evangelize our product with the customer's needs in mind, and are ready to dig in and solve any challenge. We're excited to add a new function to our team to bring much-needed efficiencies to our organization and are looking for a talented individual to help us achieve our goals.
What We're Looking For
We're seeking an experienced Customer Experience Operations Manager who can help our team scale and operate efficiently as we grow our organization in 2025 and beyond. This individual will need to be proficient in Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, and Google Suite products. We're looking for a customer experience domain expert who has a passion for driving automation and efficiencies within an organization.
Key Responsibilities
As a Customer Experience Operations Manager at arenaflex, you will be responsible for:
- Customer Business Review Optimization: Building a process to create Business Review decks based on CSM detailed requests, aligning with XFN partners on a quarterly basis to ensure the business review slides are updated with new content, creating/maintaining a system that allows for easy gathering of metrics for business reviews, and maintaining an insightful customer QBR metrics dashboard in partnership with Sift Engineering.
- Cross-Functional Initiatives: Ensuring seamless data flow between Sales, Professional Services (PS), Customer Success (CS), Solutions Engineering (Sol Eng), and leadership within the tech stack and other processes, supporting cross-functional (XFN) initiatives focused on simplifying and automating handoffs between teams during the customer journey or clarifying navigation around the organization for ICs.
- Reporting and Analysis: Analyzing team efficiency and production, ensuring proper tracking setup, and projects in place to help ICs do more with their time, taking on ad hoc requests from CX Leadership for analysis projects (e.g., quarterly Churn Analysis to enable our Churn Retrospective initiative).
- Enablement: Providing enablement on new processes that unlock individual contributor or managerial efficiencies (including using new tools, guidance on leveraging AI, or new ways of working).
- Documentation and Planning: Owning the documentation of Customer Experience Operations, ensuring it is maintained and up-to-date, ensuring CX documents are stored in an easily accessible place, and supporting customer pipeline and capacity planning to stay ahead of hiring needs.
What Makes You a Strong Fit
To be successful in this role, you'll need:
- 3-5 years of experience in a CS Operations role (ideal) or similar (e.g., Sales Ops, Program/Project Management within Sales Organizations).
- Proficient in CX domain experience, dash-boarding, program management, data analysis.
- Technical aptitude including proficiency with the following tools and systems: Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, Google Suite products.
- Experience doing reporting for organization support and analysis of business needs.
- Experience with Customer Success platforms and other tools leveraged by customer success.
- Experience in payments, fraud, or security operations.
- Excellent communication, essential for getting team buy-in and adherence.
Benefits and Perks
As a valued member of our team, you'll enjoy:
- Competitive total compensation package
- 401k plan
- Medical, dental, and vision coverage
- Wellness reimbursement
- Education reimbursement
- Flexible time off
A Little About Us
arenaflex is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on arenaflex to unlock growth and deliver seamless consumer experiences.
How to Apply
If you're a motivated and experienced professional looking to join a dynamic team and make a meaningful impact, we encourage you to apply for this exciting opportunity. 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!
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