Vice President, Customer Operations – Driving Operational Excellence at arenaflex
At arenaflex, we're revolutionizing the way companies approach cybersecurity and innovation. As a global leader in offensive security solutions, our 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. We're trusted by industry leaders like Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. arenaflex was named a Best Workplace for Innovators by Fast Company in 2023 and a Most Loved Workplace for Young Professionals in 2024.
arenaflex Values
At arenaflex, we're dedicated to fostering a strong and inclusive culture. We're
Customer Obsessed
, prioritizing customer outcomes in our decisions and actions. We
Default to Disclosure
, operating with transparency and integrity to ensure trust and accountability. Employees, researchers, customers, and partners
Win 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.
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.
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
- 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
Location
* Remote location: Seattle, WA; Austin, TX; Washington, DC; San Francisco Bay Area
About arenaflex
arenaflex is a global leader in offensive security solutions, trusted by industry leaders like Amazon, Anthropic, Crypto.com, General Motors, GitHub, Goldman Sachs, Uber, and the U.S. Department of Defense. We're committed to building a global team and partner with Remote.com as our Employer of Record for certain roles outside the United States, U.K., and the Netherlands. Visa/work permit sponsorship is not available. Employment at arenaflex is contingent on a background check.
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.
Apply Now
If you're a seasoned leader with a passion for operational excellence and customer satisfaction, we encourage you to apply for this exciting opportunity. Join our team and help us revolutionize the way companies approach cybersecurity and innovation. Apply for this job