Senior Director, Global Customer Support & Integrity Operations – Strategic Leadership, Automation, and Fraud Management Excellence

About arenaflex

arenaflex is a fast‑growing technology platform that connects merchants, independent service providers, and consumers in a dynamic, on‑demand marketplace. With a mission to empower every participant in the ecosystem, arenaflex invests heavily in innovative solutions, data‑driven decision making, and a people‑first culture. Our Global Customer Support and Integrity Operations team is at the heart of this mission, ensuring that every interaction—whether it’s a merchant inquiry, a service provider issue, or a consumer question—is handled with speed, empathy, and uncompromising security.

Why This Role Matters

As the Senior Director, Global Customer Support & Integrity Operations, you will shape the strategic direction of arenaflex’s customer experience function on a worldwide scale. You will lead a diverse, high‑performing team that spans multiple continents, collaborates with product and engineering, and drives operational excellence across both support and fraud‑prevention domains. Your work will directly influence merchant satisfaction, service‑provider loyalty, and consumer trust—key pillars of arenaflex’s growth engine.

Key Responsibilities

• Strategic Vision & Goal Setting: Define a multi‑year roadmap for the global support organization, aligning customer experience objectives with arenaflex’s broader business strategy.
• Organizational Design & Talent Management: Assess the current structure, identify gaps, and implement a scalable talent model that includes both exempt and non‑exempt roles across regions.
• Metrics, Incentives & Performance Management: Design and roll out a comprehensive KPI framework (e.g., CSAT, NPS, First‑Contact Resolution, fraud detection rate) and an incentive program that drives high‑impact outcomes.
• Automation & Technology Partnerships: Partner closely with product, engineering, and data science teams to embed AI‑driven automation, self‑service portals, and predictive fraud tools into daily workflows.
• Operational Efficiency & Cost Optimization: Lead initiatives that streamline workforce planning, reduce average handling time, and lower the cost‑to‑serve while maintaining or improving quality.
• Fraud & Integrity Leadership: Oversee the integrity side of the business, ensuring robust fraud detection, investigation, and remediation processes that protect merchants, service providers, and consumers.
• Cross‑Functional Collaboration: Act as the primary liaison between support, product, engineering, legal, and compliance teams to resolve complex, cross‑departmental challenges.
• Culture & People Development: Foster an inclusive, high‑energy culture that encourages continuous learning, mentorship, and career progression for all team members.
• Travel & Global Presence: Conduct regular site visits to regional hubs—including Mexico City, Tempe, AZ, and international service centers—to build relationships and ensure alignment with local market needs.

Essential Qualifications

• 10+ years of progressive leadership experience in large‑scale customer support, contact center, or operations environments, preferably within a technology‑driven, on‑demand marketplace.
• Proven track record of building and scaling diverse, high‑performing teams (both exempt and non‑exempt) across multiple geographies.
• Deep expertise in designing and executing data‑driven performance frameworks, including metric selection, dashboard creation, and incentive alignment.
• Hands‑on experience partnering with product and engineering to implement automation, AI, and self‑service solutions that improve efficiency and customer satisfaction.
• Strong background in fraud detection, risk management, or integrity operations, with an ability to balance security imperatives against user experience.
• Exceptional strategic thinking combined with a bias for action—able to translate vision into concrete, measurable outcomes.
• Excellent communication and relationship‑building skills, with a history of influencing senior stakeholders and cross‑functional partners.
• Demonstrated ability to thrive in high‑growth, fast‑changing environments, navigating intense scaling and transformative initiatives.
• Fluency in English; additional language proficiency (e.g., Spanish) is a strong plus given the regional footprint.

Preferred Qualifications

• MBA or advanced degree in Business Administration, Operations Management, or a related field.
• Experience in the gig‑economy, logistics, or e‑commerce sectors.
• Prior exposure to BPO management and global outsourcing models.
• Certification in Six Sigma, Lean, or other process‑improvement methodologies.
• Hands‑on familiarity with modern CX platforms (e.g., Zendesk, Salesforce Service Cloud) and fraud‑prevention tools (e.g., Sift, Kount).

Core Skills & Competencies

• Strategic Leadership: Ability to craft long‑term visions and rally teams around shared goals.
• Analytical Acumen: Strong data literacy; comfortable using analytics to drive decisions and measure impact.
• First‑Principles Thinking: Skill in breaking down complex problems to their fundamentals and rebuilding innovative solutions.
• Customer Obsession: Deep empathy for merchants, service providers, and consumers, translating into actionable improvements.
• Collaboration & Influence: Proven success in building partnerships with technical, legal, and product teams.
• Change Management: Expertise in guiding organizations through rapid scaling, restructuring, and cultural shifts.
• Operational Excellence: Mastery of workforce planning, capacity modeling, and cost‑control techniques.
• Integrity & Risk Awareness: Strong sense of ethical responsibility and experience safeguarding platform integrity.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. In this role, you will have access to:

• Executive mentorship from the VP of Customer Experience and Integrity, as well as the C‑suite.
• Leadership development programs focused on strategic innovation, advanced analytics, and global operations.
• Opportunities to lead cross‑regional initiatives that shape the future of the entire marketplace.
• Exposure to cutting‑edge technologies such as machine learning‑driven fraud detection, real‑time analytics, and next‑generation CX platforms.
• A clear pathway to senior executive roles, including VP or Chief Operations Officer positions, based on performance and impact.

Work Environment & Culture at arenaflex

arenaflex champions a flexible, inclusive, and high‑energy environment. Our global support teams operate from modern hubs in Mexico City, Tempe, and remote locations worldwide. We value:

• Flexibility: Remote‑first work policies with the ability to choose a location that best supports your lifestyle.
• Diversity & Inclusion: A commitment to building teams that reflect the communities we serve, fostering a culture of belonging.
• Innovation: A “test‑and‑learn” mindset that encourages experimentation, rapid iteration, and data‑driven risk‑taking.
• Well‑Being: Comprehensive health, mental‑health, and wellness resources designed to support you and your family.
• Collaboration: Regular cross‑functional syncs, hackathons, and knowledge‑sharing sessions that break down silos.

Compensation, Perks & Benefits

arenaflex offers a competitive, location‑adjusted base salary, with additional equity participation to align your success with the company’s growth. Our total rewards package includes:

• Health, dental, and vision insurance with generous employer contributions.
• 401(k) retirement plan featuring an employer match.
• Short‑term and long‑term disability coverage, as well as basic life insurance.
• Paid parental leave, generous paid time off, and a suite of paid holidays.
• Well‑being stipend, employee assistance programs, and access to mental‑health resources.
• Professional development budget for conferences, certifications, and continuous learning.
• Opportunities for performance‑based bonuses and equity grants.

How to Apply

If you are a visionary leader who thrives on solving complex, high‑impact problems and wants to shape the future of a global marketplace, we want to hear from you. Join arenaflex and lead a world‑class support organization that delivers safety, speed, and satisfaction to millions of users every day.

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Equal Opportunity Employer

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, sexual orientation, disability, or veteran status.