Customer Solutions Manager – Financial Services Operations Leadership, Team Development & Process Innovation at arenaflex

About arenaflex – Pioneering Inclusive Finance

arenaflex is a tech‑enabled, mission‑driven specialty finance platform that expands the reach of community banks, delivering credit access to everyday Americans who are often turned away by mainstream lenders. By championing transparency, responsible lending, and financial inclusion, arenaflex helps consumers build stronger financial health while supporting banks with innovative, data‑driven solutions.

Our culture is built on caring, innovation, and inclusion. We thrive on diverse talents, perspectives, and backgrounds, and we encourage every team member to ask, “What could be?” rather than settling for “what is.” This mindset fuels continuous improvement—our guiding principle is to get better 1 % every day, and the best ideas always win.

arenaflex has earned a reputation as a top‑rated consumer financial platform, maintaining a 4.5‑star rating on Trustpilot. We are a six‑year consecutive arenaflex 5000 company, recognized by arenaflex’s Technology Fast 500, and celebrated as one of arenaflex’s Best Places to Work. Our accolades reflect a commitment to excellence, growth, and a workplace where every voice matters.

Role Overview – Customer Solutions Manager

As the Customer Solutions Manager at arenaflex, you will be the strategic bridge between operational excellence and exceptional customer experience. You will guide business insights, define key performance metrics, and shape the performance goals for our Servicing Operations. Partnering with cross‑functional leaders—including Product, Customer Advocacy, Operational Risk, Compliance, Technology, Finance, and other business operations teams—you will champion collaboration, drive process improvements, and ensure that arenaflex’s customers remain at the center of everything we do.

Key Responsibilities

• Leadership & Coaching: Support and coach the department to meet quality standards, deadlines, and procedural expectations while mentoring team members toward accountability and results.
• Cross‑Functional Collaboration: Drive effective communication, teamwork, and commitment across multiple groups within arenaflex, fostering a culture of shared ownership.
• Capacity Planning: Work with the Transaction Processing Team to ensure appropriate staffing levels and resources are aligned with departmental goals.
• Strategic Alignment: Partner with senior leadership to align Customer Solutions objectives with arenaflex’s broader performance pillars.
• Policy Management: Maintain and continuously refine Customer Department policies and procedures to enhance efficiency and effectiveness.
• Process Improvement: Proactively identify, recommend, and implement enhancements that elevate customer service and issue resolution.
• Escalation Management: Oversee escalated servicing issues, develop corrective action plans, and document ongoing product or process challenges.
• Vendor & Technology Evaluation: Participate in reviewing and selecting new vendors and technologies that support operational efficiency and account accuracy.
• Vendor Management: Manage external vendors that support Servicing Operations, ensuring service level agreements are met.
• Infrastructure Design: Suggest, design, and implement infrastructure that upholds best‑in‑class customer service standards.
• KPI Development: Develop, track, and report department KPIs and service level metrics to senior leadership.
• Day‑to‑Day Oversight: Oversee daily functions of assigned departments, guaranteeing quality outputs that meet or exceed performance targets.
• Company‑wide Initiatives: Contribute to arenaflex’s overall performance goals by planning and driving initiatives that align with corporate objectives.

Essential Qualifications

• Proven experience managing a team of individual contributors at varying seniority levels.
• Background in the financial services industry with solid knowledge of treasury, accounting, and loan servicing processes.
• Hands‑on experience with operations involving ACH, check processing, refunds, returns, loan rescissions, chargebacks, and settlements.
• Exceptional problem‑solving and issue‑resolution capabilities.
• Excellent verbal and written communication skills, with a keen eye for detail.
• Strong analytical, prioritization, organizational, multitasking, and time‑management abilities.
• Demonstrated ability to work both collaboratively within a team and independently with minimal supervision.

Preferred Skills & Technical Competencies

• Advanced proficiency in Excel or Google Sheets, including macro/VBA development.
• Proficiency in SQL; familiarity with Snowflake is a plus.
• Experience setting goals, planning initiatives, and tracking outcomes against targets.
• Comfort with data‑driven decision making and the ability to translate insights into actionable strategies.
• Exposure to modern customer‑service platforms and automation tools.

Why arenaflex? – Culture, Growth, and Benefits

Culture of Inclusion: arenaflex is committed to building an equitable workplace. We actively dismantle systemic barriers, promote diverse voices, and support the full inclusion of all qualified individuals. Our inclusive environment encourages creativity, collaboration, and continuous learning.

Career Development: You will have access to mentorship from senior leaders, leadership‑development programs, and a clear path for advancement within a fast‑growing fintech organization. Whether you aim to deepen operational expertise or transition into broader product or strategy roles, arenaflex invests in your growth.

Learning Benefits: All employees enjoy unlimited access to arenaflex’s learning platform (formerly LinkedIn Learning), monthly meditation and yoga sessions, and a tuition‑reimbursement program to support further education.

Flexible Work Environment: arenaflex offers a flexible remote work model, allowing you to balance professional responsibilities with personal priorities. Our casual dress code and supportive wellness initiatives foster a comfortable, productive atmosphere.

Compensation & Rewards: The base salary for this role starts at $85,600, complemented by performance‑based bonuses and a one‑time equity grant. In addition, arenaflex provides a 401(k) matching program, comprehensive medical, dental, and vision coverage, and a flexible paid‑vacation policy.

Lifestyle Perks: Through arenaflex’s lifestyle benefits platform, you can allocate rewards toward a wide range of services—including transportation, food delivery, and childcare—tailoring benefits to your unique needs.

Work Environment & Day‑to‑Day Life

At arenaflex, you will join a dynamic, collaborative team that values transparency and accountability. Your typical day may include:

• Strategic planning sessions with senior leadership to align departmental goals.
• Coaching and development meetings with your team to drive performance.
• Cross‑functional workshops to solve complex operational challenges.
• Data analysis and KPI reporting to monitor service quality.
• Vendor negotiations and technology evaluations to enhance operational efficiency.

Application Process & Next Steps

If you are passionate about financial inclusion, love solving complex operational problems, and thrive in a culture that celebrates curiosity and collaboration, we want to hear from you. Apply today to join arenaflex’s mission‑driven team and help shape the future of inclusive finance.

Apply Now