Experienced Engineering Manager – Customer Service Platform Transformation at arenaflex
At arenaflex, we're revolutionizing the way people interact with our services, and we're looking for a seasoned Engineering Manager to join our Customer Service technology team. As a key player in shaping the future of arenaflex's Customer Service Platform (CSP), you'll be at the forefront of a transformative journey, harnessing the power of generative AI to redefine the customer experience.
About arenaflex's Customer Service Platform
arenaflex's CSP is the backbone of our customer support ecosystem, empowering thousands of customer service agents to deliver exceptional experiences to millions of customers every month. Our platform is the bridge between customers and support, and we're committed to making it the best it can be. With generative AI on the horizon, we're poised to revolutionize the way we interact with our customers, and we need your expertise to make it happen.
The Role
As an Engineering Manager in our Customer Service technology team, you'll be responsible for leading two teams of engineers building tooling and workflows for our customer service agents. You'll be the driving force behind the R&D that powers every conversation between our customers and arenaflex customer service. Your technical expertise will be crucial in defining and communicating the practical possibilities and opportunities of generative AI, shaping the multi-year transition to a customer service model that is deeply rooted in this technology.
Key Responsibilities
* Manage two teams of engineers building tooling and workflows for our customer service agents
- Lead the R&D that powers every conversation between our customers and arenaflex customer service
- Be a technology expert in defining and communicating the practical possibilities and opportunities of generative AI
- Shape and drive the multi-year transition to a customer service model that is deeply rooted in generative AI
- Work closely across R&D disciplines and business stakeholders to ensure timely and effective delivery and communications of multiple parallel projects
- Support the launch of every key arenaflex feature by ensuring that CS agents have the tools and empowerment that they need
- Own relationships with CS technology SaaS vendors, influencing their product roadmaps, holding them to account on technological performance, and building ever stronger connections
Who We're Looking For
We're seeking an experienced Engineering Manager with a track record of leading large-scale, transformational projects in tech-driven environments. You'll be empathetic to the engineers that you manage and curious to find the best ways to enable their growth and success. Your working knowledge or experience applying Generative AI/NLP to solve user-facing or operational problems will be invaluable in shaping the future of arenaflex's CSP.
Essential Qualifications
* Extensive Engineering Management experience, with a track record of leading large-scale, transformational projects in tech-driven environments
- Empathetic to the engineers that you manage and curious to find the best ways to enable their growth and success
- Working knowledge or experience applying Generative AI/NLP to solve user-facing or operational problems
- Proven ability to turn strategy into actionable plans and deliver measurable results in fast-paced, cross-functional teams
- Not afraid to challenge the status quo—brings a curious, bold, and innovative approach to complex problem-solving
- Able to align stakeholders, influence at all levels, and communicate ideas clearly across technical and non-technical audiences
- Capable of upholding arenaflex's values and representing the best of us while holding partner companies to account
Preferred Qualifications
* Experience working with cloud-based technologies and agile development methodologies
- Familiarity with arenaflex's technology stack and ecosystem
- Strong understanding of customer service operations and the role of technology in delivering exceptional customer experiences
- Experience leading cross-functional teams and influencing stakeholders at all levels
- Strong communication and interpersonal skills, with the ability to build and maintain relationships with engineers, product managers, and other stakeholders
Where You'll Be
This role is based in London, but we offer the flexibility to work where you work best! There will be some in-person meetings, but you'll still have the opportunity to work from home and maintain a healthy work-life balance.
What We Offer
* Competitive salary and benefits package
- Opportunity to work on cutting-edge technology and shape the future of arenaflex's Customer Service Platform
- Collaborative and dynamic work environment with a team of talented engineers and product managers
- Flexible working arrangements and a focus on work-life balance
- Professional development opportunities and a commitment to helping you grow and succeed in your career
How to Apply
If you're passionate about customer service, technology, and innovation, and you're looking for a challenging and rewarding role, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to arenaflex's mission to revolutionize the customer experience. Apply for this job