At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a leading provider of automated communication solutions, we're seeking an exceptional Customer Experience Operations Manager to join our team. This is an exciting opportunity to be part of a dynamic and innovative company that's shaping the future of customer engagement.
**About arenaflex**
arenaflex is a cutting-edge technology company that empowers businesses to deliver personalized and relevant customer experiences. Our platform enables companies to automate communication, track performance, and make data-driven decisions. With over 7,600 internet businesses relying on our solutions, we're committed to helping our customers succeed in an increasingly competitive market.
**Job Summary**
We're looking for a highly skilled and experienced Customer Experience Operations Manager to lead our CX Ops team. As the first hire in this role, you'll play a critical part in optimizing our tool stack, streamlining processes, and driving efficiency across the organization. Your primary responsibility will be to ensure seamless integration of our tools into customer-facing support and internal reporting processes, ultimately improving workflows and enabling the team to achieve more in less time.
**Key Responsibilities**
As a Customer Experience Operations Manager at arenaflex, you'll be responsible for:
* Collaborating with CX leadership and cross-functional teams to enhance processes and improve productivity
* Identifying opportunities for improvement, backed by tooling, metrics, and trend analysis
* Overseeing and managing our CX tools, including CRM (Planhat), support desk (Zendesk), and data intent tools
* Ensuring data integrity of the CX stack, including data analysis and manipulation
* Maintaining key data and business processes within Planhat and Zendesk, such as managing users, roles, hierarchies, and security settings
* Collecting requirements from stakeholders, defining the strategy, and implementing solutions (e.g., automations, notifications, connections)
* Building out workflow solutions, reports, and dashboards in tools to measure CX progress
* Acting as the main point of contact for all tooling feature requests and support issues
* Training team members and ensuring adoption across the team
* Supporting performance and financial metrics
* Supporting CX enablement activities
* Providing detailed documentation and communicating process changes to the team
**Requirements**
To succeed in this role, you'll need:
* 5+ years of experience in an Ops role, preferably in a customer-facing or customer experience environment
* Strong understanding of the Planhat (or similar CS tool) and Zendesk platforms, with experience building custom reports, processes, formula fields, custom views, and other complex logic
* Preferably, experience with marketing automation software
* Strong business and analytical skills, with the ability to proactively dig into data and reports to identify opportunities for improvement
* Ability to take the initiative to research, plan, and execute projects from start to completion
* Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
* Strong organizational skills, with attention to detail and the ability to meet deadlines in a fast-paced environment
* Results-driven, with the ability to break down complex problems and projects into manageable goals and align initiatives
**What We Offer**
As a valued member of the arenaflex team, you'll enjoy:
* A starting salary of $130,000 USD (or equivalent in local currency), depending on experience and subject to market rate adjustment
* Unlimited PTO, with a minimum of 20 vacation days (in addition to holidays and sick days)
* 16 weeks paid parental leave (including adoption and foster care)
* 100% paid insurance premiums for you and your dependents
* 401k retirement matching, up to 5% dollar-for-dollar match to retirement contributions
* $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
* $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
* $300/month co-working space rental reimbursement
* $2,000/yearly professional education budget for conferences, courses, workshops, books, etc.
* $1,500 home office budget to ensure your working space is ergonomic and just what you need to do your best work!
* One month sabbatical after five years at arenaflex
* Opportunities to meet in person with your peers throughout the year
**Join Our Team**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Our team is passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness, and we're looking for new coworkers to share and build that passion!
**How to Apply**
To apply, please submit your application through the link below. We'll respond to all applicants with a status update about your application. Our hiring process includes:
* 30-minute video call with a Recruiter
* 45-minute video call with the Hiring Manager
* Take Home Assignment
* Assignment Review Call with two potential team members
* Final Interview
Apply now and take the first step towards joining our dynamic and innovative team at arenaflex!