Customer Solutions Manager – Strategic Operations & Service Excellence Leader at arenaflex

About arenaflex – Pioneering Inclusive Finance

arenaflex is a technology‑driven, mission‑focused specialty finance platform that expands the reach of community banks, delivering credit access to everyday Americans who are often overlooked by traditional lenders. By championing transparency, responsible lending, and financial inclusion, arenaflex helps consumers build stronger financial health while fostering a more equitable financial ecosystem.

Our culture is built on caring, innovation, and inclusivity. We celebrate diverse talents, perspectives, and backgrounds, and we empower every team member to envision what could be rather than settle for what is. Guided by clear business principles, we nurture an open, collaborative environment where continuous improvement—our “1 % every day” mindset—drives success. At arenaflex, the best ideas win, and every employee has the opportunity to make a tangible impact on the financial system.

arenaflex is proud to be recognized as a top‑rated consumer financial platform, consistently earning high satisfaction scores from users. We have been honored as a 2023 Fast‑50 company by a leading business publication and featured on a prestigious “Best Places to Work” list for 2024. These accolades reflect our commitment to excellence, employee well‑being, and the communities we serve.

Role Overview – What You’ll Do

As the Customer Solutions Manager, you will be the strategic catalyst that aligns business insights, key performance metrics, and operational goals for arenaflex’s Servicing Operations. You will partner with cross‑functional leaders—including Product, Customer Advocacy, Operational Risk, Compliance, Technology, Finance, and other business operations teams—to drive seamless collaboration, elevate service quality, and ensure that our customers receive best‑in‑class support.

This role demands a blend of analytical rigor, people‑centric leadership, and proactive problem‑solving. You will coach teams, influence stakeholders, and design scalable processes that keep arenaflex at the forefront of financial inclusion.

Key Responsibilities

• Team Coaching & Quality Assurance: Support and mentor department members to meet quality standards, deadlines, and procedural expectations while fostering accountability and empowerment.
• Cross‑Functional Collaboration: Drive effective communication, teamwork, and commitment across multiple internal groups, ensuring alignment with arenaflex’s strategic objectives.
• Capacity Planning: Work with the Transaction Processing Team to forecast resource needs, guaranteeing that staffing levels match departmental goals and peak demand periods.
• Goal Alignment: Partner with senior leadership to synchronize Customer Solutions objectives with arenaflex’s broader performance pillars.
• Policy & Procedure Management: Maintain, refine, and proactively enhance department policies to improve efficiency and reduce friction.
• Process Improvement: Identify, recommend, and implement initiatives that boost customer service quality and accelerate issue resolution.
• Escalation Management: Oversee escalated servicing issues, develop corrective action plans, and document ongoing product or process challenges.
• Vendor & Technology Evaluation: Participate in vendor selection, prioritize emerging technologies, and manage external partners that support Servicing Operations.
• Infrastructure Design: Propose and implement infrastructure enhancements that uphold arenaflex’s best‑in‑class customer service standards.
• KPI Development & Tracking: Define, monitor, and report on department key performance indicators and service level metrics.
• Operational Oversight: Supervise day‑to‑day functions of assigned teams, ensuring outputs meet or exceed targeted performance metrics.
• Strategic Initiatives: Contribute to arenaflex’s overall performance goals by planning and executing initiatives that align with corporate objectives.

Qualifications – What You’ll Bring

Essential Experience

• Proven experience managing a team of individual contributors with varying seniority levels.
• Background in the financial services industry, with solid knowledge of treasury, accounting, and related regulatory frameworks.
• Hands‑on experience in operations involving ACH, check processing, refunds, returns, loan rescissions, chargebacks, and settlements.
• Demonstrated ability to resolve complex problems and issues swiftly and effectively.
• Exceptional verbal and written communication skills, with a keen eye for detail.
• Strong analytical, prioritization, organizational, multitasking, and time‑management capabilities.
• Team‑oriented mindset combined with the ability to work independently and drive results.

Preferred Skills & Technical Proficiencies

• Advanced proficiency in spreadsheet tools (Excel/arenaflex) including macro and VBA development.
• SQL expertise; familiarity with data‑warehouse platforms such as arenaflex is a plus.
• Experience setting and tracking strategic goals and plans.
• Comfort with data visualization and reporting tools to translate metrics into actionable insights.

Core Competencies for Success

• Leadership & Influence: Ability to inspire, coach, and develop talent while influencing senior stakeholders across a matrixed organization.
• Customer‑Centric Mindset: Deep commitment to delivering exceptional service experiences that align with arenaflex’s mission of financial inclusion.
• Strategic Thinking: Capacity to see the big picture, anticipate industry trends, and translate insights into operational excellence.
• Process Orientation: Passion for continuous improvement, lean methodologies, and building scalable, repeatable processes.
• Data‑Driven Decision Making: Proficiency in interpreting data, developing dashboards, and making evidence‑based recommendations.
• Collaboration & Communication: Strong interpersonal skills to foster partnership across product, tech, risk, compliance, and finance teams.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Solutions Manager, you will have access to:

• Mentorship programs with senior leaders who champion inclusive finance.
• Continuous learning resources, including a subscription to a comprehensive online learning platform (formerly known as LinkedIn Learning) for skill‑building across technology, leadership, and industry topics.
• Opportunities to lead high‑visibility projects that shape arenaflex’s operational strategy and influence company‑wide outcomes.
• Cross‑departmental rotations that broaden your expertise in product development, risk management, and technology implementation.
• Regular feedback loops and performance reviews that align personal growth with arenaflex’s mission‑driven goals.

Work Environment & Culture at arenaflex

We believe that a flexible, supportive environment fuels innovation. arenaflex offers a fully remote work model, allowing you to thrive from any location while staying connected through virtual collaboration tools. Our culture is built on:

• Inclusivity: A workplace where diverse voices are heard, respected, and celebrated.
• Transparency: Open communication channels that keep everyone informed about strategic direction and performance.
• Well‑Being: Monthly meditation and yoga sessions, wellness stipends, and a casual dress code that encourages comfort and authenticity.
• Community Impact: A shared purpose to expand credit access and improve financial health for underserved populations.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects the value you bring to the organization. While exact figures are tailored to experience and market considerations, the package typically includes:

• Base salary starting at $85,600, with performance‑based bonuses.
• A one‑time equity grant aligned with role level, fostering a sense of ownership.
• 401(k) matching to help you build long‑term financial security.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid vacation and a generous paid time‑off policy.
• Tuition reimbursement for continued education and professional certifications.
• Access to a lifestyle benefits platform (formerly known as Fringe) that lets you allocate rewards toward a wide range of services, from ride‑share to meal delivery.
• Remote‑work stipend for home office setup and internet expenses.

Commitment to Equality & Accessibility

arenaflex is an equal‑opportunity employer. We do not discriminate based on any protected characteristic under local, state, or federal law. Our goal is to build an equitable workplace that actively dismantles systemic barriers. If you require a reasonable accommodation during the application or interview process, please contact our People Team at [email protected].

We also provide a transparent privacy policy that outlines how personal information is collected and used, in compliance with applicable regulations.

Ready to Make an Impact?

If you are passionate about driving operational excellence, fostering inclusive financial services, and leading a high‑performing team, we invite you to join arenaflex. Bring your expertise, vision, and collaborative spirit to a company that values innovation, integrity, and impact.

Apply today and become a catalyst for change in the financial ecosystem.

Apply Job!