Investigations & Response Manager – Customer Trust, Privacy Operations & Product Readiness

About arenaflex

At arenaflex, we are reshaping how the world experiences entertainment, technology, and digital trust. As a global leader serving more than 278 million members across 190+ countries, arenaflex delivers a universe of stories, games, and interactive experiences designed to inspire, connect, and empower audiences everywhere. Our members expect seamless access, ironclad account security, and the confidence that their personal data is handled with absolute care. To deliver on that promise, we invest heavily in the people, processes, and partnerships that protect customer trust at every touchpoint.

We are now looking for a strategic, operationally-minded leader to join our Customer Service organization as an Investigations & Response Manager specializing in Customer Trust and Privacy. This is a high-impact role at the intersection of product innovation, privacy operations, and frontline customer experience. If you are energized by complex problem-solving, motivated by protecting millions of members, and skilled at translating customer insight into product strategy, arenaflex wants to hear from you.

The Opportunity

The Investigations & Response Manager will lead arenaflex’s dedicated Privacy Pod within our Investigations & Response (I&R) function. You will own the team responsible for resolving the most sensitive customer inquiries, including privacy requests, account security escalations, payments fraud concerns, and trust-related cases. Beyond case management, you will serve as the connective tissue between our Customer Service (CS) organization, Privacy Operations, and the Product & Engineering teams building the next generation of arenaflex experiences.

This role is not a back-office coordinator position. It is a strategic leadership seat where your judgment shapes how arenaflex prepares for major product launches, responds to emerging privacy risks, and continuously improves the member experience. You will set the vision for CS readiness, advocate for the frontline inside product conversations, and ensure that the voice of the customer is unmistakably present in every roadmap decision.

Key Responsibilities

Leadership of the I&R Privacy Pod

• Lead, mentor, and develop a high-performing team of individual contributors who handle customer inquiries with privacy, security, and trust components.
• Set clear objectives, define performance standards, and create growth pathways that elevate the team’s impact.
• Drive operational excellence through strategic planning, capacity modeling, and continuous improvement of workflows.
• Foster a culture of accountability, learning, and member empathy across the pod.

Privacy Operations Alignment

• Partner closely with Privacy Operations to align on strategic priorities, regulatory readiness, and operational processes.
• Serve as the primary liaison between frontline CS and Privacy Operations, ensuring that insights from member interactions inform enterprise privacy strategy.
• Champion a unified, consistent approach to handling sensitive customer data and privacy escalations.

Product & Engineering Partnership

• Collaborate with Product Managers, Engineers, and Program Managers to ensure CS is fully prepared for new feature launches, product updates, and platform changes.
• Anticipate operational challenges before they surface and proactively design readiness plans that protect the member experience.
• Contribute to go/no-go decisions by providing insight into operational risk, training needs, and member impact.

Customer Insights and Innovation Influence

• Transform qualitative and quantitative data from CS interactions into actionable insights that shape product innovation.
• Identify trends, friction points, and emerging risks in Customer Trust, Account Security, Payments Fraud, and Privacy.
• Present findings to senior leaders and influence product roadmaps with the member perspective front and center.

Stakeholder Management and CS Advocacy

• Build trusted relationships with stakeholders across Product, Engineering, Legal, Trust & Safety, and CS leadership.
• Act as the voice of the customer service organization in cross-functional discussions, ensuring frontline realities are understood and addressed.
• Balance competing priorities and advocate for resources, tooling, and process improvements that elevate CS performance.

Agent Readiness and Content Strategy

• Own the strategy and execution of agent-facing content across Knowledge Base, Help Center, internal news posts, and proactive member notifications.
• Ensure that frontline agents have the training, documentation, and playbooks they need to deliver accurate, timely, and empathetic support.
• Continuously audit and refresh content to reflect new product capabilities, regulatory changes, and emerging member concerns.

Cross-Functional Collaboration and Project Leadership

• Lead and coordinate cross-functional projects tied to product launches, privacy initiatives, and operational improvements.
• Facilitate collaboration between CS and partner teams to remove blockers and accelerate delivery.
• Provide forecast input that informs staffing, tooling, and training investments across the CS organization.

Impact Analysis and Risk Mitigation

• Conduct rigorous impact analyses to evaluate how product changes affect CS operations and member experience.
• Recommend mitigations, escalations, and process adjustments that reduce friction and protect trust.
• Use data-driven storytelling to communicate trade-offs and inform leadership decisions.

Essential Qualifications

• 5+ years of experience managing high-sensitivity programs, projects, or operations, preferably within Privacy, Compliance, Fraud, Trust & Safety, or Customer Service.
• Demonstrated success in program management within product and customer service environments.
• Strong working knowledge of privacy regulations, customer data protection principles, and emerging global privacy standards.
• Proven ability to liaise effectively with senior leaders, including directors and above, across multiple cross-functional teams.
• Track record of building bridges across organizations and advocating successfully for a team’s needs.
• Prior leadership experience in strategy, operations, or people management roles.
• Ability to operate autonomously, navigate organizational ambiguity, and expand the team’s footprint into new territory.
• Strong analytical and critical thinking skills, with the ability to synthesize complex data from multiple tools and identify meaningful trends.
• Exceptional organizational skills and meticulous attention to detail.
• A challenger mindset that constantly looks for ways to improve processes and outcomes.
• Self-starter who learns quickly, works independently, and exercises impeccable judgment.
• Comfort thriving in a fast-paced, high-visibility environment with shifting priorities and strict deadlines.
• Open to giving and incorporating real-time feedback.
• Strong situational awareness, with the ability to escalate urgent issues and make sound strategic decisions with limited information.
• Full proficiency with Google Suite, Zendesk, Asana, and other Customer Service software platforms.

Preferred Qualifications

• Direct people management experience with demonstrated success in coaching and developing high-performing teams.
• Hands-on experience handling privacy requests, data subject access requests, or regulatory escalations.
• Familiarity with entertainment, streaming, subscription, or large-scale consumer technology environments.
• Experience working in global, matrixed organizations spanning multiple time zones and regions.
• Comfort with data visualization and executive-level storytelling.

Skills and Competencies for Success

• Strategic Thinking: You see the big picture while staying grounded in operational detail. You anticipate what is coming and position the team to lead, not react.
• Leadership: You inspire trust, set high standards, and develop people. You know how to turn a group of talented individuals into a unified, high-impact team.
• Communication: You write clearly, present confidently, and tailor your message to the audience, whether you are briefing an executive or coaching a frontline agent.
• Influence Without Authority: You build credibility through insight, data, and relationship-building. You bring others along because your perspective is consistently valuable.
• Operational Rigor: You build scalable processes, measure outcomes, and continuously refine. You treat every workflow as something that can be made better.
• Customer Empathy: You genuinely care about the member experience and use that empathy to drive decisions.
• Adaptability: You thrive in ambiguity, embrace change, and keep your team focused and energized through shifting priorities.

Career Growth and Learning Opportunities

At arenaflex, we believe careers should expand horizons, not confine them. As an Investigations & Response Manager, you will work alongside some of the brightest minds in privacy, product, and customer experience. You will gain exposure to enterprise-level privacy strategy, global product launches, and the operational mechanics of serving hundreds of millions of members.

We invest in our people through internal mobility, mentorship, and continuous learning. Whether your long-term path leads to senior leadership in Trust & Safety, product management, privacy program leadership, or operational strategy, arenaflex provides the platform, projects, and coaching to help you get there.

Work Environment and Culture at arenaflex

arenaflex’s culture is built on freedom, responsibility, and impact. We hire exceptional people, give them the context they need to succeed, and trust them to make great decisions. We value curiosity, candor, and the courage to challenge the status quo. We celebrate diversity of thought and background, knowing that stronger teams come from a wide range of perspectives. Collaboration is in our DNA, and we believe the best work happens when talented people come together with respect, humility, and a shared sense of purpose.

Compensation and Benefits

arenaflex offers a market-leading compensation package designed to attract and retain top talent. For this role, the annual salary range is $100,000 to $350,000, depending on experience, skills, and market indicators. Our compensation philosophy is unique: you choose how much of your total compensation you want in salary versus stock options each year, allowing you to align your pay with your personal financial goals.

We also provide a comprehensive benefits package that includes:

• Health Plans and Mental Health support
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Generous paid leave of absence programs
• 35 days of paid time off annually for full-time hourly employees, used for vacation, holidays, and sick time
• Flexible time off for full-time salaried employees, available immediately

Equal Opportunity and Inclusion

arenaflex is an equal-opportunity employer. We celebrate diversity and are committed to building a team that reflects the wide range of members we serve. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. We approach inclusion seriously and thoughtfully because we know that diverse teams build better products and stronger companies.

How to Apply

If you are a strategic leader with deep experience in privacy, customer trust, and operational excellence, we want to hear from you. Bring your insight, your leadership, and your passion for protecting customers to arenaflex, and help us shape the future of trust in entertainment. This position will remain open for a minimum of seven days and will be removed once the role is filled. Take the next step in your career and apply today.