Job Description
At arenaflex, we're revolutionizing the future of professional services by harnessing the power of AI and human expertise. As a leading AI + Human professional services platform, we've connected millions of customers across 196 countries with verified professionals in real-time – anytime, anywhere. Our mission-driven culture values bold ideas, continuous learning, and global collaboration. We're now seeking an exceptional Manager, Customer Experience & Quality Assurance to join our team and help shape the future of support. **About the Role** As the Manager, Customer Experience & Quality Assurance, you'll be at the heart of our mission to deliver world-class customer experiences. You'll lead the Quality & Training agenda for our Customer Care (COM) team, building frameworks and processes that keep our standards world-class. This role goes beyond managing processes: you'll shape how quality is defined, measured, and elevated, while championing the integration of cutting-edge AI tools like ChatGPT and Prompt Studio to transform the way we train and support our global teams. **Key Responsibilities** * **Lead Quality & Training Excellence:** + Own the Quality & Training agenda for the COM team, building frameworks and processes that keep our standards world-class. + Continuously refine agent workflows – from onboarding to handling new product or policy updates – ensuring efficiency and clarity. + Keep our knowledge base alive and sharp, so every process is well-documented and easy to follow. * **Drive Strong BPO Partnerships:** + Act as the go-to Quality & Training partner for our Manila BPO teams. + Collaborate with BPO leadership to enhance training effectiveness, design coaching strategies, and close performance gaps. + Run periodic quality reviews and performance analyses to ensure KPIs don’t just get met – they get exceeded. * **Champion AI-Driven Innovation:** + Be the voice of AI in Quality & Training – embedding ChatGPT, Prompt Studio, and other tools into daily operations. + Translate AI insights into smarter training materials, sharper coaching, and better agent performance. + Set the roadmap for AI adoption in Customer Care, ensuring arenaflex stays ahead of the curve. **What We're Looking For** * **Experience & Expertise:** + At least 5+ years in Quality & Training management, with 3+ years partnering with BPOs. + Proven success in building processes, improving training outcomes, and driving measurable quality improvements. * **Leadership:** + Ability to lead and develop teams, conduct calibrations, and align global stakeholders. + Strong stakeholder management and influencing skills. * **Innovation & AI Adoption:** + Curiosity and hands-on experience applying AI tools (e.g., ChatGPT, Prompt Studio) to enhance QA and training. + Willingness to champion AI adoption across Customer Care. * **Core Competencies:** + Strategic thinking, decision-making, conflict management, stakeholder management, and process optimization. + Data-driven, lean, humble, courageous, innovative; thrives in a fast-paced, high-growth environment. **Why This Role Matters** Combine the science of quality with the art of training, powered by AI, to elevate customer experience and shape the future of support. As a Manager, Customer Experience & Quality Assurance, you'll have the opportunity to make a real impact and be part of something bigger – helping people, one answer at a time. **Why Join Our Team** At arenaflex, we blend the best of AI and human expertise to make a real impact. Our mission-driven culture values bold ideas, continuous learning, and global collaboration. We offer a flexible, remote-first environment with equitable rewards, career growth opportunities, and a supportive community where your contributions truly matter. Join us and be part of something bigger. **Our arenaflex Promise** We strive together to make the world a better place, one answer at a time. arenaflex's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the arenaflex Way: * **Data-driven:** Data decides, not egos * **Courageous:** We take risks and challenge the status quo * **Innovative:** We're constantly learning, creating, and adapting * **Lean:** We focus on customers, using lean testing to learn how to serve them best * **Humble:** Past success is not a guarantee of future success If these things matter to you, come join the team here at arenaflex! **Our Commitment to an Inclusive Workplace** We welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. arenaflex is committed to an inclusive workplace. arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. **AI Disclosure & Informed Consent** Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process. For more information, see our AI Disclosure and Consent Policy. **** Ready to join our team and help shape the future of support? Apply now to become a Manager, Customer Experience & Quality Assurance at arenaflex. Apply for this job