Senior Manager, Customer Experience (Real Estate) at arenaflex

Join arenaflex, a fast-paced, remote-first, real estate start-up that's revolutionizing the homebuying experience. As a Senior Manager of Customer Experience, you'll play a critical role in shaping the future of homebuying by leading a team of experts who deliver exceptional customer experiences across arenaflex's innovative products and services.

About arenaflex

arenaflex aims to take the "what ifs" out of homebuying by creating financial products that buyers and sellers use to get certainty and convenience in the real estate market. Founded in 2018 by industry veteran Tim Heyl, arenaflex has grown to become a leading player in the real estate market, offering four services – Buy with Cash, Buy Before You Sell, Sell Before You List, and Backed by Cash – in seven states across the US.

Our Culture

At arenaflex, we anchor to three core values that guide our behavior and decision-making:

• The Golden Rule: Treat others the way we want to be treated. We prioritize people over profits and practice empathy at every opportunity.
• Calm Focus: We work in tech and build solutions for real estate, two fast-paced and stressful industries. By focusing on the larger objective, we create solutions our customers love.
• One Team, One Dream: Big problems require big solutions. We look at our customers' experiences holistically and recognize that solving them requires collaboration across teams and our three affiliate companies – arenaflex, arenaflex Mortgage, and arenaflex Title.

The Role

As a Senior Manager of Customer Experience, you'll be responsible for leading a team of experts who deliver exceptional customer experiences across arenaflex's innovative products and services. You'll work closely with Sales, Transaction Operations, Financial Product, and Technology teams to ensure seamless fulfillment experiences for all arenaflex products.

Key Responsibilities

* Manage and upskill the Transaction Success and Support Team Leads to ensure a quality customer experience.

• Assist in and coordinate the ongoing training efforts for transaction experience team members.
• Collaborate with functional leaders within arenaflex's sales, operations, mortgage, finance, and product teams to develop a fully integrated transaction management and closing experience.
• Maintain in-depth knowledge of company products, services, and policies, effectively communicating updates to team members.
• Design and implement processes, procedures, and systems architecture to meet business needs.
• Create reports and dashboards within Salesforce for team and management use, monitoring key metrics and identifying areas for improvement.
• Ensure team members are trained to review every request accurately and efficiently, in alignment with arenaflex's terms and requirements.
• Facilitate Team Leads in supporting frontline teams to maintain a delicate balance between company risk management and consistently delivering exceptional customer and agent experiences throughout the transaction.
• Develop and oversee the crafting of communication strategies and scripts utilized by the Transaction Success And Support teams. Ensure alignment with company messaging and values, and provide final sign-off on all communication materials.
• Craft solutions for change management with cross-functional alignment.
• Take full ownership of key performance indicators and prioritizing customer experience (NPS) and on-time cash closings.
• Recruit, develop, and retain team members to scale a best-in-class functional area of full-time and contract employees in an effort to maximize profitability.
• Provide detailed, insightful feedback to our Product team on the customer experience with arenaflex, ensuring we keep the customer at the center of our solutions.

What You'll Bring

* 5+ years of management experience

• 8+ years of real estate experience
• Real estate license, preferred
• Exceptional organizational skills
• Strong time-management and project management skills
• Strong leadership skills; vision and the ability to build and unify high-performing cross-functional teams around meaningful outcomes
• Executive presence, excellent communication, and presentation skills
• Demonstrated success delivering high-quality customer experiences
• Tangible experience building something from the ground up
• An outcomes-focused mentality and drive
• Enthusiasm about helping beyond the bounds of your day-to-day role
• Salesforce experience, preferred

Pay and Benefits

* Compensation range: $100,000 - $110,000 base

• Remote-first environment (our Headquarters are in Austin, TX)
• Company-wide bonus
• Exciting stock option grant for every full-time employee
• 401(k) employer contribution match
• Health and wellness benefits, including medical, dental, vision, and life insurance
• Twenty days of vacation, five sick days, twelve company holidays, and two floating holidays each year
• Generous paid parental leave of up to 14 weeks

Join Our Team

If you're passionate about delivering exceptional customer experiences and want to be part of a fast-paced, innovative company that's changing the face of real estate, we want to hear from you. Apply now to become a part of arenaflex's dynamic team and help shape the future of homebuying.

Apply Now

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Learn More

Visit our website to learn more about arenaflex and our mission to revolutionize the homebuying experience. [arenaflex.com](http://arenaflex.com)

Follow Us

Stay up-to-date with the latest news and updates from arenaflex on social media:

• Twitter: @arenaflex
• LinkedIn: @arenaflex
• Facebook: @arenaflex

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us at [[email protected]](mailto:[email protected]). Apply for this job