**Senior Manager, Customer Service – Customer Experience Transformation at arenaflex**

**Join arenaflex, a leading provider of innovative home security solutions, as we revolutionize the customer experience in the industry. We're seeking an experienced and innovative Senior Manager of Customer Service to lead our dynamic Customer Service organization and drive exceptional customer satisfaction.** **About arenaflex** arenaflex is a pioneering company in the home security industry, dedicated to providing customers with affordable, cutting-edge products that protect their homes and loved ones. Our commitment to customer obsession and excellence has earned us a reputation as a leader in the industry. We're passionate about delivering world-class products and services that exceed our customers' expectations. **The Role** As the Senior Manager of Customer Service, you will play a pivotal role in shaping the strategic direction of our Customer Success team. You will be responsible for setting the tone for exceptional customer experiences, driving operational and organizational efficiency, and fostering a culture of innovation and excellence within the organization. Your expertise will be instrumental in identifying and driving the changes necessary to improve our service delivery model, streamline processes, and optimize resources. **Key Responsibilities** - Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction - Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience - Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model - Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence - Use data-driven insights to make informed decisions and implement proven customer success best practices - Represent the voice of the customer and serve as a strategic partner to key stakeholders - Measures, achieves, and communicates agreed-upon key performance indicators - Understands and addresses customer experience outliers in real-time - Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership - Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows evolving the customer experience **A Day in the Life** As the Senior Manager of the Customer Success team at arenaflex, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You'll streamline processes, optimizing resources, and drive continuous improvements building and nurturing a high-performing team of technical customer service professionals fostering a culture of innovation and excellence, recognizing achievements and providing coaching to your team. **About the Team** arenaflex's Customer Service team is dedicated to delighting our customers and improving their experience with our product through outstanding service and customer obsession. As the Senior Manager of Customer Success, you will report directly to arenaflex's Head of Customer Service and lead the Customer Success team within our CS org, ensuring we deliver against our promise of exceptional service. **Essential Qualifications** - 10+ years of experience managing Contact Center Technical support teams for consumer products - 10+ years of experience managing Customer Success teams within a tech company, for consumer products - Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives - Excellent communicator both verbally and written with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) - Applied experience with CSAT methodologies (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES - Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. - Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) - Fluent in Spanish both written and verbal - Proven leadership skills with a focus on partnering with both leaders across the organization and direct reports - Demonstrated track record of building teams and designing processes to improve customer experience - Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs - Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment **Preferred Qualifications** - Experience working in a home security or consumer electronics industry - Familiarity with AI-powered customer service tools and platforms - Experience with data analytics and reporting tools - Strong understanding of customer experience principles and best practices - Experience with process improvement and change management initiatives **What We Offer** - Competitive salary and benefits package - Opportunity to work with a leading provider of innovative home security solutions - Collaborative and dynamic work environment - Professional development and growth opportunities - Recognition and rewards for outstanding performance - Flexible work arrangements, including remote work options **How to Apply** If you're a motivated and results-driven professional with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the Senior Manager of Customer Service role. We can't wait to hear from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse workplace that reflects the communities we serve. If you require accommodations during the application or interview process, please let us know. Apply for this job