Experienced Full Stack Customer Operations Leader – Global Customer Delivery Excellence
At arenaflex, we're a global leader in innovative security solutions, empowering the world's most influential companies to protect their digital assets. Our cutting-edge HackerOne 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 focus on customer success, we're trusted by industry leaders like Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. We're dedicated to fostering a strong and inclusive culture, prioritizing customer outcomes in our decisions and actions. Our values are built on being Customer Obsessed, Defaulting to Disclosure, and Winning Together by fostering empowerment, inclusion, respect, and accountability.
Job Summary:
arenaflex is seeking a transformative Vice President of Customer Operations to orchestrate a high-performing global team across customer delivery functions, including Triage, Implementation, Community, Solutions Architecture, Support, and Mediation. In this role, you'll architect and implement scalable, data-driven processes that enhance quality, efficiency, and customer satisfaction. You will develop robust KPI frameworks, lead capacity and resource planning, and spearhead an AI-first operational transformation across our customer delivery functions.
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.
Work Environment and Company Culture:
At arenaflex, we're committed to building a global team that thrives in a flexible work environment. 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. Our Flexible Work approach enables team members to work remotely while maintaining productivity and collaboration. We prioritize a culture of continuous improvement, operational excellence, and customer obsession.
Compensation and Benefits:
arenaflex offers a competitive compensation package, including: - Health (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
Equal Opportunity Employer:
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.
How to Apply:
If you're a motivated and experienced leader who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and join our team of innovators who are shaping the future of cybersecurity. Apply to this Job Apply for this job