Director of Customer Operations – Strategic Service, Quality & Growth Leadership for North American Beverage Supply Chain

Why Join arenaflex?

arenaflex is a global leader in beverage solutions, delivering refreshing experiences to millions of consumers every day. Our success is driven by an unwavering commitment to innovation, sustainability, and partnership. As we continue to expand our reach across North America, we need visionary leaders who can translate customer insights into operational excellence. If you thrive on shaping the future of beverage delivery, empowering cross‑functional teams, and creating measurable value for both your customers and the business, this is the role for you.

Position Overview

The Director of Customer Operations at arenaflex will serve as the strategic bridge between our customer accounts, business development organization, and technical operations teams. Reporting to the Senior Director of North American Customer Operations, you will design and execute both short‑term and long‑term operational plans that elevate service quality, reduce costs, and reinforce arenaflex’s reputation as the most valued supplier in the market.

Key Responsibilities

• Strategic Planning & Execution: Develop comprehensive customer operations roadmaps that align with corporate goals, addressing both immediate service needs and long‑range growth initiatives.
• Business Development Partnership: Collaborate closely with the Business Development team to co‑create operational product offerings, drive stewardship of the arenaflex value bundle, and support new‑product launches across 15,000+ locations.
• Subject Matter Expertise: Act as the go‑to operational authority for external customer portfolios and internal stakeholders (finance, marketing, and product teams), delivering insights that shape decision‑making.
• Escalation Management: Lead a streamlined process for prioritizing and resolving customer escalations, ensuring high‑impact issues are addressed swiftly and efficiently.
• Systemic Issue Resolution: Partner with customer solutions teams to diagnose and remediate root‑cause problems that affect service reliability and operational efficiency.
• Cross‑Functional Communication: Facilitate frequent, transparent updates between business development and operations, highlighting progress, risks, and success metrics for each sales territory.
• Cost, Quality & Value Optimization: Identify drivers of service performance, propose cost‑saving initiatives, and champion solutions that enhance quality and customer satisfaction.
• Quality Management Council Leadership: Steward the arenaflex Quality Management Council (QMC) results, translating recommendations into actionable plans that boost beverage availability and consistency.
• Technology Enablement: Leverage arenaflexTech platforms and data analytics to predict service challenges, improve in‑restaurant beverage operations, and maximize equipment uptime.
• Capital Planning Advocacy: Pinpoint equipment investment opportunities, collaborate with Business Development to embed robust capital planning into customer roadmaps, and ensure alignment with financial targets.
• SLA Governance: Work with North America Operations Unit (NAOU) Service Operations Managers to drive Service Level Agreement (SLA) adherence in markets facing performance gaps.

Essential Qualifications

• Minimum 7 years of progressive experience across operations, supply chain, project management, and/or quality functions.
• At least 2 years of direct experience managing customer‑focused operational programs.
• Demonstrated ability to travel 25‑50% of the time, including regional visits to key accounts and distribution hubs.
• Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related discipline (or equivalent professional experience).
• Willingness to be based in Irvine, CA, with an office‑based work environment when not traveling.

Preferred Qualifications & Skills

• Technical Capability: Proficiency with beverage equipment, online service tools, and arena flex’s proprietary platforms (e.g., arenaflexTech).
• Customer Management: Strong interpersonal skills for building trust, resolving issues, and adding value to the arenaflex customer proposition.
• Field Service Operations Knowledge: Understanding of parts, service dispatch, equipment procurement, and restaurant beverage system workflows.
• Data Fluency: Ability to translate complex data sets into actionable insights that improve field conditions and prioritize focus areas.
• Financial Acumen: Experience developing and managing service, parts, and equipment budgets through Annual Business Planning (ABP) and Return on Investment (ROI) processes.
• Presentation Excellence: Skilled at crafting compelling narratives and delivering them verbally and in writing to diverse audiences.
• Influencing & Storytelling: Talent for motivating internal and external partners to align around strategic objectives.
• Strategic Thinking: Proven track record of designing long‑term plans that balance customer needs with profitability.
• Operations Management: Expertise in using performance metrics to measure, track, and adjust cross‑functional initiatives.

Core Competencies for Success

To thrive in this role, you should embody a blend of leadership, analytical rigor, and collaborative spirit. The following competencies are non‑negotiable:

• Leadership & Influence: Inspire teams, drive consensus, and champion change across complex organizational structures.
• Solution‑Oriented Mindset: Seek innovative ways to solve operational challenges while maintaining a focus on cost efficiency and quality.
• Customer‑Centricity: Place the customer at the heart of every decision, ensuring their experience with arenaflex is seamless and rewarding.
• Continuous Learning: Stay abreast of industry trends, emerging technologies, and best practices in beverage operations.
• Effective Communication: Articulate complex concepts simply and persuasively, both in written reports and live presentations.

Career Growth & Development Opportunities

as part of arenaflex’s expansive network, you will have direct access to senior leaders, cross‑functional mentors, and global best‑practice communities. Our commitment to professional development includes:

• Structured leadership development programs tailored for high‑potential operations executives.
• Rotational assignments across supply chain, sales, and technology functions to broaden strategic perspective.
• Sponsored certifications (e.g., APICS, Six Sigma, PMP) and continuous education allowances.
• Opportunities to lead high‑visibility, multi‑regional initiatives that directly impact the company’s bottom line.
• Mentorship from seasoned directors and senior executives who champion your career aspirations.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While specifics will be discussed during the interview process, candidates can expect:

• Market‑aligned base salary with performance‑based annual bonuses.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• 401(k) retirement plan with company match and financial wellness resources.
• Generous paid time off, holiday schedule, and flexible work arrangements.
• Employee assistance program, mental‑health resources, and wellbeing initiatives.
• Company‑wide equity participation options.
• Subsidized transportation, on‑site fitness facilities, and healthy cafeteria options at our Irvine campus.

Work Environment & Culture at arenaflex

Our culture is built on four foundational pillars:

• Collaboration: You’ll work alongside diverse teams—ranging from field technicians to global supply chain strategists—fostering an environment where ideas flow freely.
• Innovation: arenaflex invests heavily in cutting‑edge technology, from AI‑driven demand forecasting to advanced equipment diagnostics, ensuring we stay ahead of market dynamics.
• Sustainability: We are committed to responsible sourcing, waste reduction, and carbon‑neutral initiatives that resonate with eco‑conscious consumers.
• People‑First: Our employees are our greatest asset; we celebrate achievements, support work‑life balance, and champion diversity, equity, and inclusion.

The Irvine office offers a modern, collaborative workspace with open‑plan areas, quiet zones for focused work, and state‑of‑the‑art meeting rooms equipped for virtual collaboration.

How to Apply

If you are ready to shape the future of beverage operations and drive meaningful value for arenaflex’s customers, we want to hear from you. Click the link below to submit your application and join a team that is redefining the beverage experience across North America.

Apply Now

Closing Statement

arenaflex is more than a beverage company—it's a platform for innovators who love to solve complex problems and deliver delight to consumers worldwide. As the Director of Customer Operations, you will play a pivotal role in turning strategic vision into operational reality. Join us and become a catalyst for excellence, growth, and lasting customer partnerships.