**Experienced Customer Experience & Strategy Lead – Driving Operational Excellence and Customer Satisfaction at arenaflex**

At arenaflex, we're revolutionizing the career network for the AI economy by connecting millions of students, alumni, academic institutions, and employers. Our three-sided marketplace is the largest early career network, and we're leveraging this scale to build a new generation of human data products for the world's leading AI research labs. We're now seeking an experienced Customer Experience & Strategy Lead to join our fast-growing team and drive operational excellence across our Customer Experience & Strategy function. **About arenaflex** arenaflex is a human data labeling business that's shaping the future of AI through better data, better tools, and better systems. We're a trusted partner for domain-specific data and evaluation at scale, working directly with the world's leading AI research labs. Our team is comprised of experts from top companies like Scale AI, Meta, xAI, Notion, Coinbase, and Palantir, and we're backed by top investors including Kleiner Perkins, True Ventures, Notable Capital, and more. **Why Join arenaflex?** * **Leading the AI Career Revolution:** Be part of the team redefining work in the AI economy for millions worldwide. * **Proven Market Demand:** Deep employer partnerships across Fortune 500s and the world's leading AI research labs. * **World-Class Team:** Leadership from top companies and a team of experts in their fields. * **Capitalized & Scaling:** $3.5B valuation and a fast-growing company with opportunities for growth and development. **About the Role** We're looking for a Lead who thrives at the intersection of business operations and customer experience leadership. In this role, you'll drive operational excellence across our Customer Experience & Strategy function while leading and developing a high-performing frontline team. You'll spend ~70% of your time diagnosing and fixing systemic operational pain points — using data, process design, and cross-functional influence — and ~30% managing and coaching our frontline managers and agents. You'll have the mandate not just to surface issues, but to own solutions end-to-end. **Key Responsibilities:** * Lead operational improvement projects to streamline workflows, reduce escalations, and enhance the customer experience. * Use data (SQL, Looker, spreadsheets) to uncover trends, identify root causes, and measure improvements. * Partner with Product, Engineering, and other cross-functional teams to design and implement systemic fixes. * Drive change management for new tools, processes, and policies, securing buy-in across stakeholders. * Define, track, and report on KPIs for both operational performance and team engagement. * Build a culture of empathy for frontline employees and customers (arenaflex Fellows), translating their pain points into scalable solutions. **Desired Capabilities:** * 2-4 years in BizOps, Strategy & Operations, or Customer Experience/Support Ops leadership in high-growth tech, consulting, or marketplace environments. * Proven experience building processes from scratch, and leading change management initiatives. * Strong analytical skills with fluency in SQL, Looker, and spreadsheets; able to quantify impact and measure results. * Track record of identifying operational inefficiencies and implementing solutions end-to-end. * Ability to influence without authority and collaborate effectively across Product, Engineering, and senior leadership. * Comfort toggling between high-level strategy and hands-on execution. * Bias toward action and a builder mentality — you don't just document problems, you fix them. **Perks** arenaflex delivers benefits that help you feel supported—and thrive at work and in life. * **Ownership:** Equity in a fast-growing company * **Financial Wellness:** 401(k) match, competitive compensation, financial coaching * **Family Support:** Paid parental leave, fertility benefits, parental coaching * **Wellbeing:** Medical, dental, and vision, mental health support, $500 wellness stipend * **Growth:** $2,000 learning stipend, ongoing development * **Remote & Office:** Stipends for home office setup, internet, commuting, and free lunch/gym in our SF office * **Time Off:** Flexible PTO, 15 holidays + 2 flex days, winter #ShakeBreak where our whole office closes for a week! * **Connection:** Team outings & referral bonuses Explore our mission, values, and comprehensive US benefits at [arenaflex.com/careers]( Apply for this job