Experienced Full Stack Customer Experience & Operations Leader – Scaling Post-Sale Journeys for Enterprise Brands
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