At arenaflex, we're on a mission to revolutionize the way people consume entertainment and connect with each other. As a leading global entertainment company, we're committed to delivering exceptional customer experiences while maintaining the highest standards of regulatory compliance. We're seeking an experienced Regulatory Compliance Manager to join our team and help us navigate the complex landscape of regulatory requirements.
**Job Summary:**
As a Regulatory Compliance Manager at arenaflex, you'll play a critical role in ensuring that our company remains compliant with all relevant laws, regulations, and industry standards. You'll work closely with our customer support teams, legal department, and other stakeholders to identify and mitigate potential compliance risks. Your expertise will help us maintain a strong reputation, protect our customers, and drive business growth.
**Key Responsibilities:**
* Manage a small team of legal experts handling all stages of customer complaints (PROCON, small cases, and general administrative requests) from service, approval of records, ordering of data, examination of cases, data gathering, drafting responses, requests, and other relevant reports;
* Handle directly our agenda of customer guarantees and related administrative requests from all LatAm nations (Portuguese and Spanish-speaking);
* Develop and implement processes for preparing prosecution reports, including quarterly reports expected for review and financial reporting;
* Work cross-functionally in close cooperation with teams of internal partners as customer support, investigations and response, public policy, and litigation;
* While assessing the cases, proactively use customer support tools and other internal resources necessary to investigate them;
* Engage, manage, and work closely with external counsel to define and enhance our methodology and legal strategy, gather documentation, and review responses to ensure our responses are aligned with our system and culture;
* Maintain and update internal documentation including case-specific records, as well as outlines of legal analysis;
* Organize, log, and maintain precise data regarding the volume and types of customer complaints for the purpose of reporting and driving product and customer experience enhancements;
* Identify opportunities for automated data solutions, utilizing prior data and reducing manual data entry/unnecessary replication of data;
* Serve as a legal contact and collaborate with the Customer Support teams to research, gather insights, and draft responses to customer complaints filed in public-facing platforms (i.e., Reclame Aqui).
**Essential Qualifications:**
* Bachelor's Degree in Law, Business Administration, or a related field;
* 5+ years of experience in regulatory compliance, customer support, or a related field;
* Strong understanding of regulatory requirements, industry standards, and best practices;
* Excellent analytical, problem-solving, and communication skills;
* Ability to work proactively, independently, and reliably with minimal supervision but use good judgment to raise concerns when necessary;
* Proactive, innovative, and hands-on approach;
* Phenomenal interpersonal skills (clear and concise), including the ability to explain complex information clearly and effectively to various audiences;
* Ability to maintain a positive and useful demeanor in ambiguous circumstances and manage complex issues in a practical way;
* High level of interest and demonstrate the highest individual and professional principles of integrity and ethics;
* Ability to take a different path, be flexible, and complete tasks within tight deadlines;
* Familiarity with Portuguese, English, and Spanish is required for this role;
* Individuals management experience is not necessary but is highly desirable.
**Preferred Qualifications:**
* Master's Degree in Law, Business Administration, or a related field;
* 7+ years of experience in regulatory compliance, customer support, or a related field;
* Certification in regulatory compliance, such as CCEP or CCEP-I;
* Experience working in a fast-paced, dynamic environment with multiple stakeholders;
* Strong understanding of data analytics and reporting tools;
* Experience with automated data solutions and data visualization tools.
**Skills and Competencies:**
* Strong analytical and problem-solving skills;
* Excellent communication and interpersonal skills;
* Ability to work independently and collaboratively as part of a team;
* Strong attention to detail and organizational skills;
* Ability to prioritize tasks and manage multiple projects simultaneously;
* Strong understanding of regulatory requirements and industry standards;
* Ability to maintain a positive and professional demeanor in ambiguous circumstances;
* Strong analytical and problem-solving skills;
* Excellent communication and interpersonal skills;
* Ability to work independently and collaboratively as part of a team;
* Strong attention to detail and organizational skills;
* Ability to prioritize tasks and manage multiple projects simultaneously.
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Regulatory Compliance Manager, you'll have opportunities to:
* Work with a talented team of professionals who are passionate about regulatory compliance and customer support;
* Develop and implement processes and procedures to improve regulatory compliance and customer satisfaction;
* Collaborate with internal stakeholders to identify and mitigate potential compliance risks;
* Stay up-to-date with the latest regulatory requirements and industry standards through ongoing training and professional development;
* Participate in cross-functional projects and initiatives to drive business growth and customer satisfaction;
* Enjoy a dynamic and fast-paced work environment with opportunities for professional growth and development.
**Work Environment and Company Culture:**
At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values:
* **Customer Obsession:** We're passionate about delivering exceptional customer experiences that exceed our customers' expectations.
* **Innovation:** We're committed to innovation and continuous improvement, always looking for ways to improve our processes and products.
* **Collaboration:** We believe in the power of collaboration and teamwork, working together to achieve common goals and objectives.
* **Inclusion:** We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees.
* **Integrity:** We're dedicated to maintaining the highest standards of integrity and ethics in all aspects of our business.
**Compensation, Perks, and Benefits:**
At arenaflex, we offer a competitive compensation package that includes:
* **Salary:** $20-30/hour;
* **Benefits:** Comprehensive health insurance, 401(k) matching, and paid time off;
* **Perks:** Flexible work arrangements, professional development opportunities, and a dynamic and fast-paced work environment;
* **Stock Options:** Eligible employees may receive stock options as part of their compensation package.
**How to Apply:**
If you're a motivated and experienced Regulatory Compliance Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!