Experienced Manager of Voice Experience & Customer Operations – Driving Quality Excellence in Voice-Based Partner Services

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About arenaflex

Welcome to arenaflex, where we believe in the power of connection and the transformative potential of seamless customer experiences. As a leading innovator in the on-demand delivery and technology space, arenaflex has revolutionized how businesses and consumers interact with local economies. Our mission to empower local businesses drives everything we do—from delivering delicious meals to providing comprehensive solutions that span the entire spectrum of consumer needs.

At arenaflex, we don't just deliver products; we deliver possibilities. Our Voice Experience division represents an exciting new frontier in our service offerings, creating meaningful connections between our merchant partners and the customers they serve. We're not satisfied with merely participating in the industry—we're here to define its future.

Our culture is built on the principles of speed, learning, and empathetic decision-making. We move quickly, iterate constantly, and always keep our stakeholders at the center of every choice we make. Whether you're working with our Dashers, merchant partners, or end consumers, you'll find that aren'taflex is a place where your voice matters, your growth is prioritized, and your contributions create tangible impact.

We're currently seeking a strategic and results-driven professional to lead our Voice Experience initiatives as Manager of Voice Experience. If you're passionate about quality excellence, thrive in fast-paced environments, and want to be part of something truly transformative, we invite you to explore this opportunity.

About the Voice Experience Team

The Voice Experience group at arenaflex is responsible for the overall quality of our voice-based partner programs, ensuring that we deliver a world-class experience for our merchant partners worldwide. Our team designs, manages, and operates aren'taflex's extensive and growing global network of support centers, with the ultimate goal of delivering exceptional customer experiences reliably and consistently.

This is an exciting opportunity to join a high-visibility team that drives significant growth for aren'taflex. You'll be working at the intersection of technology, operations, and customer success—playing a pivotal role in shaping how we engage with and support our merchant partners through voice-based channels.

Position Overview: Manager, Voice Experience

We're recruiting a Manager, Voice Experience, who will work closely with other Voice Experience team members as well as cross-functional partners to deliver quality for merchant pilot programs while maintaining quality for our existing book of business. This role offers unparalleled visibility across the organization as you own quality for a program that directly drives volume growth and retains existing business.

As the Manager of Voice Experience, you'll be the primary guardian of quality for a dedicated book of business of merchant partners. You'll define what constitutes a quality experience—including setting and monitoring key metrics—while collaborating with cross-functional teams to improve training and quality assurance processes. Additionally, you'll work to develop tools and product features that streamline transaction processes, creating more efficient workflows for both our teams and our partners.

Key Responsibilities

• Own the Success of Merchant Partners: Take full ownership of the success of dispatches and quality outcomes for existing merchant partners, ensuring consistently high satisfaction levels and operational excellence.
• Drive Continuous Improvement: Contribute to the ongoing refinement of our processes, including streamlining workflows through innovative product and feature development that enhances operational efficiency.
• Cross-Functional Collaboration: Work closely with a diverse range of partners including Product, Analytics, Engineering, and Global Support Operations to create new solutions and improve existing ones.
• Quality Definition and Monitoring: Define what a quality experience means for merchant partners, establishing clear metrics and monitoring systems to track performance and identify areas for improvement.
• Training and Quality Assurance: Collaborate with cross-functional teams to develop and enhance training programs and quality assurance frameworks that ensure consistent service excellence.
• Tool and Feature Development: Work with product and engineering teams to build transaction tools and features that streamline processes and improve the partner experience.
• Visibility and Leadership: Maintain a high level of visibility across the organization by driving a "major bet" initiative that directly impacts business growth and retention.
• Data-Driven Decision Making: Utilize SQL, Excel, and other analytical tools to pull and analyze data, informing strategy and demonstrating ROI on quality initiatives.

What Excites Us About This Opportunity

This role presents a unique chance to make a significant impact at aren'taflex. You'll have the opportunity to:

• Drive Tangible Business Impact: Your work will directly influence volume growth and partner retention, giving you a clear line of sight to the results of your efforts.
• Lead Innovation: You'll be instrumental in shaping how aren'taflex approaches voice-based partner support, with the freedom to implement creative solutions.
• Expand Your Expertise: Work across multiple disciplines—from operations to technology to customer experience—broadening your skill set significantly.
• Gain Executive Visibility: This is a high-profile position that will put you in regular contact with company leadership, providing unmatched networking and career advancement opportunities.
• Shape Team Culture: Be part of building something new, contributing to the establishment of best practices and team norms.

We're Looking For Someone Who

Our ideal candidate brings a unique combination of strategic thinking, operational excellence, and interpersonal skills. Here's what we value most:

• You're Organized: You thrive in creating structure from nothing. You know how to build systems, processes, and frameworks that bring order to complex environments.
• You Solve Problems from First Principles: You're eager to tackle challenges in innovative ways and aren't afraid to question "this is how it's always been done" thinking. You dig deep to understand root causes.
• You Flourish with Diverse Responsibilities: You love working across a broad range of disciplines and teams. Variety doesn't overwhelm you—it energizes you.
• You're Data-Informed: You let data win arguments and are comfortable pulling your own data using SQL or modeling in Excel. You make decisions based on evidence, not assumptions.
• You're an Effective Communicator: You communicate persuasively, speaking as if you're right while listening as if you're wrong. You meet people on their level and can translate technical concepts for diverse audiences.
• You Act with Urgency: Speed excites you. You prefer an achievement today to an achievement tomorrow. You move quickly without sacrificing quality.
• You're Tenacious: You take whatever steps are necessary to win, no matter what obstacles stand in your way. Persistence is one of your core strengths.
• You Bring Relevant Experience: You have 5+ years of experience succeeding in competitive, challenging environments. You've navigated ambiguity and delivered results.

Qualifications

Essential Qualifications

• Bachelor's degree in Business, Operations, Communications, or a related field
• 5+ years of professional experience in operations, customer success, quality assurance, or a related field
• Demonstrated experience in a competitive, high-growth environment
• Strong analytical skills with proficiency in SQL and Excel
• Excellent verbal and written communication abilities
• Proven track record of driving results and meeting performance metrics
• Experience working with cross-functional teams

Preferred Qualifications

• Experience in voice operations, contact center management, or customer service quality
• Background in marketplace or platform-based businesses
• Experience with training program development
• MBA or advanced degree in a related field
• Familiarity with quality assurance frameworks and methodologies
• Experience in fast-paced technology or logistics environments

Skills and Competencies for Success

To excel in this role, you'll need to demonstrate proficiency in the following areas:

• Strategic Thinking: Ability to see the big picture while managing day-to-day operations effectively
• Data Analysis: Comfortable working with large datasets, identifying trends, and translating insights into action
• Stakeholder Management: Ability to work effectively with diverse stakeholders across multiple departments
• Process Improvement: Experience identifying inefficiencies and implementing solutions
• Project Management: Strong organizational skills with the ability to manage multiple priorities
• Leadership: Capability to influence without authority and drive alignment across teams
• Adaptability: Comfortable operating in ambiguity and evolving environments

Career Growth and Development

At aren'taflex, we believe in investing in our people. As a Manager of Voice Experience, you'll have access to numerous opportunities for professional growth:

• Leadership Pathways: This role serves as a springboard to senior leadership positions within aren'taflex, with clear progression routes to Director and VP-level roles.
• Cross-Functional Exposure: You'll gain experience working with Product, Analytics, Engineering, and Operations teams—opening doors to future career moves in any of these areas.
• Skill Development: We provide comprehensive training and development programs to help you build the skills needed for your next role.
• Mentorship: You'll work alongside experienced leaders who are committed to helping you grow and develop.
• Industry Exposure: You'll gain deep expertise in the voice experience and partner operations space—skills that are highly valued across industries.

Work Environment and Culture

At aren'taflex, we foster a culture of speed, learning, and empathy. Here's what you can expect:

• Fast-Paced Environment: We move quickly and embrace change. No two days are the same, and you'll be constantly learning and adapting.
• Collaborative Culture: We believe the best ideas can come from anywhere. You'll work with talented colleagues across the organization who are eager to collaborate and learn from each other.
• Inclusive Environment: We're committed to building and empowering an inclusive community. We believe that true growth happens when everyone has a seat at the table and the tools, resources, and opportunity to succeed.
• Innovation-Focused: We encourage creative problem-solving and innovative thinking. Your ideas will be heard and valued.
• Work-Life Balance: While we work hard, we also recognize the importance of rest and rejuvenation.

Compensation and Benefits

We care about you and your overall well-being. That's why aren'taflex offers a comprehensive benefits package for full-time employees, including:

• Competitive Base Salary: The annual base salary range for this position is $35-$40 per year (commensurate with experience and location).
• Health & Wellness: Premium healthcare coverage including medical, dental, and vision plans.
• Financial Security: 401(k) retirement plan with company matching, short-term and long-term disability coverage, and basic life insurance.
• Wellness Benefits: Wellness cost reimbursement programs to support your physical and mental health.
• Family Support: Comprehensive paid parental leave for new parents.
• Paid Time Off: Generous PTO policy along with paid holidays.
• Equity Opportunities: Potential equity awards as part of your compensation package.
• Professional Development: Opportunities for continuous learning and career advancement.

Actual compensation within the salary range will be determined based on factors including skills, prior relevant experience, and specific work location. For remote positions, base compensation may be limited based on employee work location.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within aren'taflex, our industry, and our cities. That's why we hire and develop diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true growth occurs when everyone has space at the table and the tools, resources, and opportunity to succeed.

Arenaflex is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination and harassment against any employee or applicant based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Far beyond discrimination and harassment based on "protected classes," we also strive to prevent other subtle forms of inappropriate behavior from gaining traction in our office.

Whether blatant or hidden, barriers to progress have no place at aren'taflex. We value a diverse workforce—people who identify as women, non-binary or gender non-conforming, LGBTQIA+, Native American or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently abled, caregivers and parents, and veterans are strongly encouraged to apply.

As required by law, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulations. If you need any accommodations, please inform your recruiting contact upon initial engagement.

How to Apply

If you're excited about this opportunity and believe you have what it takes to thrive in this role, we'd love to hear from you. Here's how to apply:

1. Review the official notification carefully from our careers page.
2. Read the job description thoroughly to ensure this role aligns with your skills and career goals.
3. Prepare your application materials, including:
   • Updated resume/CV
   • Cover letter highlighting your relevant experience
   • Qualifications certificate with mark sheets
   • Professional references
4. Complete the application form through our candidate portal.
5. Attach all required documents along with any additional materials that demonstrate your qualifications.
6. Submit your application and track its status through our system.

Note: Candidates should have all required documents ready before applying online. Please read the official notification carefully before proceeding with your application.

Join Us

Are you ready to make an impact? At aren'taflex, we offer more than just a job—we offer the opportunity to shape the future of how businesses connect with their customers. If you're organized, data-driven, and passionate about delivering exceptional experiences, we want you on our team.

This is your chance to own something significant, work with talented colleagues, and grow your career in a company that's transforming an industry. The pace is fast, the challenges are real, and the rewards are substantial.

Apply today and take the first step toward an exciting career at aren'taflex. We can't wait to see what you'll accomplish.