Job Description
At arenaflex, we're a global leader in offensive security solutions, empowering the world's most influential companies to protect their digital assets. Our innovative platform combines AI with the ingenuity of the largest community of security researchers to find and fix security, privacy, and AI vulnerabilities across the software development lifecycle. With a strong commitment to customer success, we're seeking a visionary Vice President of Customer Operations to drive strategic growth and operational excellence across our global customer delivery functions. **About arenaflex** arenaflex is a dynamic and inclusive company that fosters a strong culture of customer obsession, transparency, and accountability. We prioritize customer outcomes in our decisions and actions, operating with integrity and trust. Our employees, researchers, customers, and partners win together by embracing empowerment, inclusion, respect, and accountability. arenaflex was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024. **Job Summary** We're seeking a seasoned leader to orchestrate a high-performing global team across customer delivery functions, including Triage, Implementation, Community, Solutions Architecture, Support, and Mediation. As a strategic growth and operational excellence expert, you'll design, implement, and continuously improve scalable workflows, operational processes, and quality standards to ensure long-term success and customer satisfaction. You'll partner with some of the world's most influential Fortune 500 companies, solving complex challenges at the intersection of cybersecurity, innovation, and customer success. **Key Responsibilities** - Design, implement, and continuously improve scalable workflows, operational processes, and quality standards across the Customer Operations function, taking ownership of outcomes to ensure long-term success and customer satisfaction. - Establish and maintain a comprehensive KPI framework and dashboard reporting, ranging from tactical functional metrics to board-level reporting. - Drive accountability and performance through clear SLAs, quality metrics, and service-level targets. - Implement data-driven decision-making practices, ensuring data integrity and actionable insights across all operations. - Lead monthly and quarterly internal business reviews, delivering operational insights and driving improvement plans. - Optimize resource planning and allocation to meet current service demands and future growth goals. - Identify operational inefficiencies and drive systemic, sustainable improvements. - Build and scale organizational structures that support efficiency and long-term business growth. - Collaborate closely with the Head of Customer and Community Operations on strategic planning, cross-functional initiatives, and operational execution. - Enable a culture of continuous improvement and operational excellence. - Own and understand the operational P&L, using financial and customer data to inform decision-making. **Essential Qualifications** - 12+ years of experience in Customer Operations, Business Operations, or a related field, with 5+ years in senior leadership roles. - Proven success in building and scaling operational teams, processes, and reporting structures in a high-growth B2B or SaaS company. - Deep experience in KPI development, dashboard reporting, and leading business reviews with executive audiences. - Strong executive presence with experience engaging Fortune 500 customers and presenting to boards. - Exceptional analytical, first-principles problem-solving, and systems thinking skills, with a track record of data-driven decision-making in a high-growth company. - Hands-on experience with operations tools, analytics platforms, and CRM or CS platforms (e.g., Salesforce, Zendesk, Gainsight). - Hands-on experience with AI tooling and driving AI-first transformation. - Demonstrated ability to lead and inspire high-performing, cross-functional teams. - Comfortable navigating operational P&Ls and translating financial impact into operational plans. - Energetic, emotionally intelligent leader who thrives in high-velocity environments and consistently takes ownership to drive impactful outcomes. **Preferred Qualifications** - Experience working in the cybersecurity industry, with a strong understanding of customer needs and security landscapes. - Track record of leadership through a company's IPO. **Compensation and Benefits** - Competitive salary range: $240,000 - $282,000 - Comprehensive health insurance (medical, vision, dental), life, and disability insurance - Equity stock options - Retirement plans - Paid public holidays and unlimited PTO - Paid maternity and parental leave - Leaves of absence (including caregiver leave and leave under CO's Healthy Families and Workplaces Act) - Employee Assistance Program - Flexible Work Stipend **Work Environment and Culture** arenaflex is committed to building a global team that thrives in a flexible work environment. Our team members work remotely while maintaining productivity and collaboration. While a candidate in the San Francisco area is preferred, we're open to candidates located in Seattle, Austin, Washington D.C., or San Francisco, and the surrounding metropolitan areas, to facilitate occasional in-person interactions as needed. This approach ensures flexibility while providing opportunities to build meaningful in-person relationships that strengthen our team and company culture. **Diversity, Equity, and Inclusion** arenaflex is an Equal Opportunity Employer in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws. This policy applies to all arenaflex employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. **How to Apply** If you're a seasoned leader with a passion for strategic growth and operational excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. Apply for this job