**Experienced Investigations & Response Manager, Customer Trust & Privacy – Strategic Leadership for Enhanced Customer Experience**

At arenaflex, we're revolutionizing the entertainment industry with our cutting-edge technology and exciting content. As a global leader in streaming services, we're committed to delivering exceptional customer experiences that exceed our members' expectations. We're now seeking an experienced Investigations & Response Manager, Customer Trust & Privacy to join our Customer Service team. This role is a critical part of our efforts to ensure that our customers feel secure and confident in their interactions with us. **About arenaflex** arenaflex is one of the world's leading entertainment services, with 278 million paid memberships in over 190 countries. Our members enjoy a wide variety of TV series, films, and games across multiple genres and languages. We're committed to delivering a seamless and enjoyable experience for our customers, and we're always looking for talented individuals to join our team. **The Role** As the Investigations & Response Manager, Customer Trust & Privacy, you'll play a vital role in ensuring that our Customer Service team is always ready, informed, and aligned with our innovative product launches. This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy. You'll work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness. In addition to ensuring CS is always ready and informed, you'll be responsible for managing a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering critical insights from CS to inform strategy, decision-making, and innovation. **Responsibilities** * **I&R Privacy Pod Oversight**: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership. * **Privacy Operations Alignment**: Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions. * **Strategic Collaboration**: Partner closely with Product & Engineering teams to ensure Customer Service (CS) is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy. Use strategic thinking to anticipate potential challenges and opportunities. * **CS Insights & Product Innovation**: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions. Leverage strategic thinking to identify trends and areas for improvement, particularly in areas of Customer Trust, Account Security, Payments Fraud, and Privacy. * **Stakeholder Management**: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests. * **CS Advocacy**: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions. Use strategic insights to influence product direction, especially in enhancing customer trust and security. * **Agent Readiness**: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed. Strategically plan content to address potential issues and questions. * **CS Collaboration**: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives. Use strategic planning to enhance cross-functional teamwork. * **Forecast Input**: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches. Utilize strategic thinking to predict future needs and trends. * **Impact Analysis**: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience. Apply strategic insights to mitigate negative impacts and enhance positive outcomes. * **Project Management**: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution. Use strategic planning to ensure projects are aligned with broader company goals. **Qualifications** * **Proven Experience**: Proven experience in program management, especially within product and customer service environments. * **Leadership Experience**: 5+ years of experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries. * **Privacy Knowledge**: Strong understanding of privacy regulations and customer privacy concerns. * **Market Expertise**: Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering. * **Stakeholder Management**: Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business to successfully advocate for a team. * **Analytical Skills**: Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends. * **Organizational Skills**: Superior organizational skills, extraordinary attention to detail, and a 'challenge-the-status-quo' / 'go outside of the comfort zone' mindset that processes can always be improved. * **Self-Starter**: Self-starter and fast learner who can work independently while using impeccable judgment. * **Adaptability**: Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines. * **Communication Skills**: Receptive to and able to appropriately give & incorporate real-time feedback. * **Situational Awareness**: Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context. * **Technical Skills**: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software. **What We Offer** * **Competitive Compensation**: Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. The range for this role is $100,000 - $350,000. * **Comprehensive Benefits**: Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. * **Paid Leave**: Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. * **Diversity and Inclusion**: We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. **How to Apply** If you're passionate about privacy, product innovation, and customer service, and you thrive in a fast-paced, collaborative environment, we want to hear from you! Apply now to join our team and help us deliver exceptional customer experiences that exceed our members' expectations. Apply Job! Apply for this job