Job Description
At arenaflex, we're redefining in-location media experiences across a diverse, large-scale customer base - from SMBs to global enterprise brands. As Vice President, Customer Experience & Operations, you'll own and scale the entire post-sale customer journey - from onboarding and implementation to support and long-term success. You're a visionary leader, architecting the strategy and structure for how we serve customers, while building and developing the teams that bring that vision to life. **About arenaflex** arenaflex empowers businesses to simply and reliably stream the right content to make their guests' experience great with a suite of innovative multimedia solutions - arenaflex TV, arenaflex Digital Signage, arenaflex Music, and arenaflex Audio Messaging. arenaflex is the only platform that unifies the full spectrum of media solutions with an enterprise-grade SaaS platform, enabling them to control, schedule, and monitor any number of locations from our web dashboard and mobile app. From independent local businesses to large national brands - across nearly every industry, including restaurants, bars, retailers, fitness, hospitality, personal care, corporate offices, medical, multi-unit residential, and more, arenaflex provides all the tools & licensed content businesses need. Backed by leading investors, arenaflex is the future of out-of-home media. For more information visit www.arenavflex.com. **Key Responsibilities** As Vice President, Customer Experience & Operations, you'll lead multiple functions and cross-functional initiatives, champion the customer, and design experiences that drive loyalty and growth. This role is perfect for a bold, systems-minded leader who thrives on solving complexity at scale - and who has a track record of building and leading high-performing service organizations from the ground up. You'll own, design, and collaborate in the following areas: ### Customer Experience Strategy & Design * Architect the end-to-end post-sale journey across every touchpoint—from onboarding to renewal. * Own the vision and execution for a high-scale, high-touch experience that delights customers of all sizes. * Partner with Product, Sales, and Marketing to infuse the voice and needs of the customer into company-wide initiatives. ### Customer Success * Lead the Customer Success strategy to deepen product adoption and drive retention. * Scale onboarding, engagement, and expansion programs for both SMB and enterprise clients. * Partner with Success leaders to deliver insights, drive renewals, and create advocacy. ### Customer Support * Oversee Support operations and elevate the function into a core brand differentiator * Drive a culture of empathy, speed, and resolution - across all support tiers and touchpoints. * Lead with automation, data, and experience design to ensure scalable, proactive support ### Fulfillment & Implementation * Lead seamless delivery and deployment of arenaflex solutions across thousands of locations. * Build and scale processes for hardware logistics, third-party installs, and self-service activation. * Design fulfillment as an experience - not just a transaction. ### Order-to-Cash Excellence * Partner closely with Finance and internal teams to streamline billing, provisioning, and account transitions. * Ensure a frictionless post-sale experience - from accurate billing setup within complex organizational structures to long-term customer value realization. ### Cross-Functional Operations * Be the connective tissue across GTM, Product, and Operations to remove friction and enable a best-in-class experience. * Serve as a thought partner and executor on company-wide initiatives to drive growth and retention. **Essential Qualifications** * 15+ years of leadership experience in customer-centric organizations - ideally in SaaS, subscription-based, or experiential businesses - delivering solutions that span both software and hardware in brick-and-mortar environments. * Proven experience owning and scaling Support and Success organizations in high-growth environments. * Strong operational acumen with a track record of designing scalable, data-driven processes. * Deep passion for customer experience, journey mapping, and service design. * Strong partnership muscle - especially across Product, Sales and Finance. * Hands-on experience with tools like Salesforce, Zendesk, Netsuite, and other customer systems. * Inspirational leadership style, with the ability to coach, build, and retain high-performing teams. * BA/BS required; advanced degree a plus. **Preferred Qualifications** * Experience working with large enterprise brands and complex organizational structures. * Strong understanding of the out-of-home media industry and its trends. * Familiarity with arenaflex's products and solutions. * Experience with data-driven decision making and process optimization. * Strong communication and interpersonal skills. **Skills & Competencies** * Strategic thinking and problem-solving * Strong leadership and team management skills * Excellent communication and interpersonal skills * Ability to work in a fast-paced, dynamic environment * Strong analytical and problem-solving skills * Experience with customer experience design and journey mapping * Strong understanding of the out-of-home media industry and its trends * Familiarity with arenaflex's products and solutions * Experience with data-driven decision making and process optimization **Career Growth Opportunities & Learning Benefits** At arenaflex, we believe in investing in our employees' growth and development. As a Vice President, Customer Experience & Operations, you'll have opportunities to: * Develop and lead high-performing teams * Drive strategic initiatives and projects * Collaborate with cross-functional teams to drive business growth * Develop and implement customer experience strategies * Stay up-to-date with industry trends and best practices **Work Environment & Company Culture** arenaflex is a dynamic and fast-paced company that values innovation, creativity, and collaboration. Our team is passionate about delivering exceptional customer experiences and is committed to making a positive impact on our customers' businesses. * Collaborative and inclusive work environment * Flexible work arrangements and remote work options * Opportunities for professional growth and development * Recognition and rewards for outstanding performance * Access to cutting-edge technology and tools * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off **Compensation, Perks, & Benefits** arenaflex takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. The compensation band for this role is $215k to $260k + bonus, as well as equity, and benefits for all team members. **How to Apply** If you're a bold, systems-minded leader who thrives on solving complexity at scale - and who has a track record of building and leading high-performing service organizations from the ground up, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. Apply for this job