Experienced Manager, Customer Operations – Driving Operational Excellence in arenaflex's Implementation Team

At arenaflex, we're revolutionizing the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions. Our mission is to improve the lives of our customers by providing them with a seamless and exceptional experience. We're now seeking an experienced Manager, Customer Operations to lead our Implementation team and drive operational excellence in this critical function.

About arenaflex

arenaflex is a pioneering company in the health benefits industry, founded and led by industry veterans who have a deep understanding of the space. We've raised significant funding from top-tier investors who share our long-term vision of building an industry-defining company that will endure over the long run. Our customers love us, with a revenue churn rate in the low single digits, a testament to our commitment to delivering exceptional results. Our culture is unique, non-hierarchical, merit-driven, and opinionated, with a focus on making a positive impact in the lives of the people we serve.

The Role

As a Manager, Customer Operations, you'll be responsible for leading arenaflex's Implementation team, a critical function that ensures our clients have a smooth and successful onboarding and renewal experience. You'll be a strategic leader and hands-on contributor, working across departments to deliver an exceptional customer experience that reflects arenaflex's mission and values. You'll serve as a subject matter expert and people leader, overseeing the daily operations of the Implementation team, identifying opportunities to streamline processes, and ensuring team alignment with company goals.

Key Responsibilities

* Lead and mentor a team of Implementation Managers and Implementation Coordinators, including coaching, development, and individual performance management

• Attend and participate in weekly Manager meetings
• Facilitate weekly Implementation team meetings
• Monitor Salesforce Dashboards to ensure Implementation Department goals are met
• Serve as a project manager for identified projects, ensuring clear communication and collaboration with the team
• Assist with Manager Quality Audits
• Educate team members (with a focus on new hires) on arenaflex's processes and procedures
• Continuously improve the process flow map of all tasks across implementations and renewals, and make recommendations for process improvement and efficiency
• Work with the Sales team to ensure Sales rep needs are met while transitioning new sales to the implementation team
• Manage expectations with Sales and Account Management teams around implementation and renewal turnaround times and deadlines
• Partner with HPA to ensure timely progress/completion on all Javelina set-ups
• Oversee vendor partnerships that are critical in the implementation and renewal support process
• Maintain and continuously refine a library of process and procedural documentation
• Demonstrate commitment to arenaflex's core competencies of being authentic, curious, creative, empathetic, and outcome-oriented

You Bring

* Bachelor's degree in business or a related field

• 3+ years of implementations, project management, account management, or related experience, preferably in the health benefits industry
• A high degree of organization, accuracy, and detail-orientation
• Strong customer service skills
• An ability to multitask numerous different projects simultaneously
• An obsession with hitting deadlines and making sure work is delivered on-time
• Excellent written and verbal communication skills
• Demonstrated success in multi-departmental problem-solving
• Experience with Salesforce, or a similar Customer Relationship Management system

Extra Credit

* Previous network or TPA experience

• Previous management experience

What We Offer

* A competitive salary range of $84,000 - $141,300 annually, based on experience and qualifications

• A comprehensive benefits package, including alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, cell phone reimbursement, transportation perks, education reimbursement, and 1 week of paid paw-ternity leave
• Opportunities for career growth and professional development in a fast-paced and dynamic environment
• A unique and inclusive culture that values diversity, equity, and inclusion
• The chance to work on meaningful and impactful projects that make a difference in the lives of our customers

How to Apply

If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job