Customer Care Revenue Program, Senior Manager

Arlo Technologies

21d•$130,000 - $150,000•Remote

About The Position

At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology. We believe that everyone deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry. Arlo’s deep expertise in AI- and CV-powered analytics, cloud services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart security experience for Arlo users that is easy to set up and interact with every day. The Senior Customer Care Revenue Programs Manager will lead strategic initiatives within Customer Care focused on driving service revenue growth, subscriber retention, and direct-to-consumer (DTC) revenue programs. This role will design and manage programs that increase annual recurring revenue (ARR) through retention strategies, upsell/cross-sell opportunities, and test-and-learn pilots that optimize customer lifetime value. The role will also create proactive care and revenue-generating programs that improve subscriber engagement, reduce churn, and increase hardware sales and average order value (AOV). ARR will be the primary success metric, alongside subscriber retention and incremental revenue from care-driven initiatives. This role is a 1-year fixed term contract. While remote U.S. candidates are welcome to apply, the role requires travel to one of our California offices every other month.

Requirements

Bachelor’s degree in Business, eCommerce, or related field; MBA preferred.
10+ years of experience in Customer Care, Program Management, or related roles in high-growth environments.
Proven experience with subscription programs, service revenue, and/or membership programs required.
Demonstrated success in growing subscription revenue and improving subscriber retention.
Strong analytical skills with experience in forecasting and performance measurement (ARR, retention, AOV, hardware sales).
Exceptional collaboration and communication skills; ability to influence geographies and business units.
Experience with project management and agile tools (JIRA, Confluence).
Entrepreneurial mindset with ability to thrive in a fast-paced, evolving environment.

Nice To Haves

Experience with subscription and payment platforms a plus.

Responsibilities

Revenue Growth & Retention Programs Develop and execute initiatives that reduce churn, increase subscriber retention, and drive incremental revenue through Customer Care channels.
Design and manage test-and-learn programs to identify opportunities for ARR growth and optimize conversion strategies.
Track, forecast, and report on revenue performance for care-driven programs; provide actionable insights to leadership.
Create proactive care programs that anticipate customer needs and drive engagement and upsell opportunities.
Cross-Functional Leadership Partner with Product, Marketing, Business Operations, and Global Care teams to define requirements and deliver programs aligned with business objectives.
Lead global rollout of revenue-generating service programs from pilot to scale.
Customer Experience & Operational Excellence Own the end-to-end customer journey for service programs, identifying friction points and implementing solutions to improve ARR and Customer Experience metrics
Optimize care technology and processes to support revenue initiatives, including system migrations and digital transformation projects.
Maintain program schedules, milestones, and communication plans to ensure timely delivery and stakeholder alignment.
Continuous Improvement Foster an agile, data-driven approach to program execution; iterate quickly based on performance metrics and customer feedback.
Contribute to care model excellence through quality monitoring, training, and collaboration with product and R&D teams.