**Experienced Investigations & Response Manager, Customer Trust & Privacy – Web & Cloud Application Development**

At arenaflex, we're revolutionizing the entertainment industry with our cutting-edge technology and exciting content. As a leading global entertainment services provider, we're committed to delivering exceptional customer experiences while ensuring the highest levels of trust and security. We're seeking an experienced Investigations & Response Manager, Customer Trust & Privacy to join our Customer Service team and play a crucial role in shaping our customer-centric approach. **The Role** As the Investigations & Response Manager, Customer Trust & Privacy, you'll be responsible for leading a team dedicated to handling customer inquiries with privacy components, ensuring strategic alignment with Privacy Operations, and delivering critical insights from Customer Service to inform strategy, decision-making, and innovation. You'll work closely with Product & Engineering teams to integrate customer feedback and lead initiatives to ensure Customer Service readiness. This role offers opportunities for professional growth and the chance to make a significant impact on improving customer trust and security. **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. * **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 Skills**: 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 Expertise**: Strong understanding of privacy regulations and customer privacy concerns. * **Market Knowledge**: 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. * **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**: Excellent written and verbal communication skills, with the ability to effectively communicate complex ideas and strategies to various stakeholders. * **Technical Skills**: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software. **What We Offer** * **Competitive Compensation**: A competitive annual salary, with the option to choose how much of your compensation you want in salary versus stock options. * **Comprehensive Benefits**: 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 Time Off**: 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. * **Diverse and Inclusive Culture**: A unique culture and environment that values diversity, equity, and inclusion. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. **How to Apply** If you're passionate about customer trust and security, and you thrive in a fast-paced, collaborative environment, we want to hear from you! Apply now to join our team and be part of shaping the future of entertainment at arenaflex. Apply for this job