Dynamic Manager of Customer Technical Services – Leadership of Global Payment Operations & Support Teams

Join arenaflex – Powering the Future of Digital Payments

arenaflex is a global leader in the digital payments ecosystem, enabling secure, seamless, and innovative transaction experiences for consumers, merchants, and governments across more than 200 countries and territories. Our mission is to create a sustainable economy where every participant can thrive, leveraging cutting‑edge technology, strategic partnerships, and an unrivaled network of services. As we continue to expand our reach, we are seeking a visionary Manager, Customer Technical Services who will champion operational excellence, inspire a high‑performing team, and ensure our customers receive world‑class technical support aligned with arenaflex’s strategic goals.

Why This Role Matters

In today’s hyper‑connected world, the reliability of payment processing systems is the backbone of commerce. As the Manager of Customer Technical Services, you will be the pivotal link between arenaflex’s advanced electronic payment platforms and the customers who depend on them daily. Your leadership will shape service delivery, compliance, and continuous improvement initiatives that directly impact the global economy.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, train, and mentor a team of Customer Technical Support Specialists, fostering a culture of accountability, collaboration, and continuous learning.
• Strategic Goal Setting: Define clear performance objectives, monitor key metrics, and drive the team to consistently exceed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Operational Excellence: Ensure all support activities align with arenaflex’s global payment processing standards, maintaining strict compliance with product rules, specifications, and audit requirements.
• Policy & Process Innovation: Evaluate existing policies, propose enhancements, and implement change management initiatives that improve efficiency and customer satisfaction.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Risk, and Global Operations teams to translate corporate strategies into actionable support processes.
• Financial & Resource Management: Prepare budget forecasts, monitor expenditures, and allocate resources effectively across multiple concurrent projects.
• Risk & Security Stewardship: Uphold arenaflex’s security policies, ensure confidentiality and integrity of data, and lead the team in reporting and mitigating any security incidents.
• Performance Reporting: Produce regular dashboards and executive summaries that highlight team performance, SLA adherence, and improvement opportunities.
• Customer Advocacy: Serve as an escalation point for complex technical issues, ensuring swift resolution and maintaining strong, trust‑based relationships with key customers.

Essential Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, Business, or a related field (or equivalent professional experience).
• Experience: 6–8 years of progressive experience in IT systems, network technologies, and project management, with a strong focus on payment transaction processing.
• Domain Knowledge: Demonstrated expertise in digital payment ecosystems, including an in‑depth understanding of the end‑to‑end transaction lifecycle, four‑party models, and industry regulations.
• Leadership Acumen: Proven track record of managing and developing technical support teams in a fast‑paced, global environment.
• Analytical Skills: Ability to interpret complex data, identify trends, and formulate strategic recommendations that drive operational improvements.

Preferred Qualifications & Attributes

• Advanced certifications such as PMP, ITIL, or CISSP.
• Experience with agile methodologies and continuous delivery pipelines.
• Exposure to cloud platforms (AWS, Azure, Google Cloud) and API‑centric architectures.
• Strong communication and presentation skills, with the ability to influence senior stakeholders.
• Demonstrated commitment to diversity, equity, and inclusion initiatives.

Core Skills & Competencies for Success

• Technical Proficiency: In‑depth knowledge of payment processing formats, network protocols, and host operating environments.
• Problem‑Solving: Skilled at diagnosing complex technical issues and crafting innovative, scalable solutions.
• People Management: Empathetic coach who can motivate diverse teams, manage performance, and cultivate talent.
• Strategic Thinking: Ability to translate corporate vision into operational reality, balancing short‑term deliverables with long‑term goals.
• Compliance Focus: Strong orientation toward regulatory adherence, audit readiness, and security best practices.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Manager of Customer Technical Services, you will have access to:

• Executive mentorship programs that connect you with senior leaders across the organization.
• Sponsored certifications and tuition reimbursement for advanced degrees or specialized training.
• Opportunities to lead cross‑functional transformation projects that shape global payment strategy.
• Rotational assignments across different regions, offering a truly global perspective on payment operations.
• A clear pathway to senior leadership roles within Technology Operations, Product Management, or Global Services.

Work Environment & Culture at arenaflex

Our culture is built on four pillars: innovation, collaboration, inclusion, and accountability. At arenaflex you will experience:

• A hybrid work model that balances remote flexibility with vibrant in‑office collaboration spaces.
• Diverse, high‑performing teams that celebrate different perspectives and backgrounds.
• Regular hackathons, idea‑incubation labs, and community volunteer events.
• Transparent communication channels, where every voice can influence product and process decisions.
• Recognition programs that reward both individual achievements and team milestones.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While specific figures vary by location and experience, successful candidates can expect:

• A market‑aligned base salary with performance‑based annual bonuses.
• Comprehensive health coverage—including medical, dental, vision, prescription drug, disability, and life insurance.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to address out‑of‑pocket expenses.
• Generous paid time off policies, including parental leave, bereavement leave, sick days, and vacation accruals.
• A 401(k) plan with a best‑in‑class company match, plus optional deferred compensation for eligible roles.
• Wellness benefits such as fitness reimbursements, on‑site gyms, and mental‑health resources.
• Tuition reimbursement, continuous learning stipends, and access to internal training platforms.
• Inclusive benefits supporting gender‑affirming care, caregiver assistance, and other life‑stage needs.

Corporate Security Responsibility

Every arenaflex employee is a guardian of our information assets. As part of this role you will:

• Adhere to arenaflex’s security policies and best practices.
• Maintain confidentiality and integrity of all data accessed.
• Promptly report any suspected security incidents or violations.
• Complete mandatory security training modules on schedule.

Ready to Lead a World‑Class Support Team?

If you are a strategic thinker with a passion for payment technology, a track record of building high‑performing teams, and a commitment to delivering exceptional customer experiences, we want to hear from you. Join arenaflex and play a pivotal role in shaping the future of global commerce.

Apply Now – Transform Payments with arenaflex