Job Description
Join arenaflex, a pioneering leader in the eMobility industry, as we revolutionize the way people move around the world. As a Customer Operations Manager, you will play a critical role in shaping the future of arenaflex, driving digital and financial inclusion across our markets, and delivering exceptional customer experiences. **About arenaflex** arenaflex is a dynamic and innovative company that has been recognized four times by the Financial Times as one of Africa's fastest-growing companies (2022, 2023, 2024, and 2025) and by TIME100 Most influential companies in the world 2023 and 2024. We have served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa. Our mission is to empower people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. **Job Summary** We are seeking an experienced Customer Operations Manager to join our Operations - Mobility team. As a key member of our team, you will be responsible for managing back-end customer operations related to insurance, driving school attendance, and logbook management. You will develop and maintain relevant products/programs with external partners, prioritize actions to achieve SLAs/KPIs, and supervise team members to ensure an exceptional customer experience and efficient operations. **Key Responsibilities** * Manage back-end customer operations related to insurance, driving school attendance, and logbook management * Develop and maintain relevant products/programs with external partners * Prioritize actions to achieve SLAs/KPIs * Supervise team members to ensure an exceptional customer experience and efficient operations * Lead insurance offerings from policy structuring to claims processing and accident management * Design and manage driving school programs with external providers * Work closely with NTSA to set up seamless processes for logbook management operations * Analyze data to identify trends and drive product improvements that enhance our service delivery **Essential Qualifications** * 3+ years of experience in asset finance, insurance, and transportation industries * Bachelor's degree in Insurance, Business Administration, or Customer Service * Proven experience in team management and process optimization * Advanced Excel skills and familiarity with data visualization tools like Looker * Analytical and problem-solving abilities to identify operational improvements and resolve complex customer issues * Strong verbal and written communication skills to work effectively with diverse stakeholders **Preferred Qualifications** * Familiarity with insurance regulations and logbook management * Experience in claims processing and dispute resolution * Previous experience in motorbike financing processes or certifications in insurance or customer service * Passion for customer excellence and operational efficiency **Skills and Competencies** * Strong leadership and team management skills * Excellent communication and interpersonal skills * Ability to analyze data and drive product improvements * Strong problem-solving and analytical skills * Ability to work collaboratively across teams * Familiarity with data visualization tools and advanced Excel skills **Career Growth Opportunities and Learning Benefits** * Diverse development programs, coaching partnerships, and on-the-job training * Opportunities to lead a team and contribute to the growth of arenaflex * Collaborative work environment with diverse employees from different markets and locations * Flexible work arrangements and family-friendly policies * Prioritization of well-being and employee satisfaction **Work Environment and Company Culture** * On-site role in Nairobi, Kenya, with opportunities to work with a diverse group of employees from different markets and locations * Collaborative and dynamic work environment with a focus on innovation and customer excellence * Arenaflex is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff * Women, minorities, and people with disabilities are strongly encouraged to apply **Compensation, Perks, and Benefits** * Competitive salary and benefits package * Opportunities for career growth and professional development * Flexible work arrangements and family-friendly policies * Prioritization of well-being and employee satisfaction **How to Apply** If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. **Important Notice** arenaflex explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. arenaflex shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. arenaflex does not collect/charge any money as a pre-employment or post-employment requirement. Apply for this job