--- About arenaflex and the Just Walk Out Revolution Welcome to arenaflex , a global leader redefining the future of retail through cutting‑edge autonomous technology. Our flagship solution, Just Walk Out (JWO) , transforms the traditional shopping experience by eliminating checkout lines entirely. Built on years of pioneering work and relentless innovation, JWO empowers shoppers to simply enter a store, pick up the items they need, and leave—without ever stopping to pay at a register. This seamless, frictionless experience not only delights end‑users but also unlocks unprecedented operational efficiencies for our retail partners. At arenaflex, we are passionate about turning complex challenges into simple, intuitive solutions. Our culture is rooted in relentless customer obsession, bold invention, and a deep commitment to inclusivity. As part of a fast‑growing ecosystem that serves thousands of retailers worldwide, you will join a team that thrives on curiosity, collaboration, and the drive to make a tangible impact on the world of commerce. Why This Role Is a Game‑Changer The Program Manager, Customer Success – Just Walk Out (JWO) will be the strategic linchpin that ensures our retail customers realize the full value of arenaflex’s autonomous technology. You will design, launch, and continuously refine world‑class support programs that span the entire post‑launch lifecycle, from onboarding and training to ongoing operational excellence and value realization. Your work will directly influence customer satisfaction, retention, and the long‑term success of arenaflex’s most strategic retail partnerships. Key Responsibilities Strategic Leadership & Customer Advocacy Customer‑First Global Strategy: Craft and execute a comprehensive global customer success strategy that balances the needs of both the retail partner (the customer) and the end‑shopper. Metric Development & Management: Define, track, and report on critical success metrics such as adoption rates, satisfaction scores, time‑to‑value, and operational uptime. Goal Setting & Achievement: Establish monthly, quarterly, and annual objectives focused on improving net promoter scores (NPS), reducing support tickets, and increasing overall customer health. Industry Insight & Thought Leadership: Continuously monitor retail technology trends, competitive actions, and emerging shopper behaviors to recommend proactive enhancements. Operational Excellence & Value Realization Operational Excellence Programs: Design and lead cross‑functional initiatives that streamline store operations, reduce friction points, and boost shopper satisfaction. Value Realization Initiatives: Translate operational improvements into measurable business outcomes for customers, reinforcing arenaflex’s value proposition. Ad‑hoc Issue Resolution: Rapidly diagnose and resolve field‑level challenges, then disseminate learnings across the broader customer base. Support Infrastructure Development: Build end‑to‑end customer support processes, standard operating procedures (SOPs), and platform tools that scale globally. Program Design, Learning & Development Formal Support Program Creation: Ideate, prototype, and launch a structured, tiered support program that aligns with customers’ maturity stages. Continuous Learning Curriculum: Co‑create launch and ongoing training modules—both virtual and in‑person—to empower retail partners’ staff and drive higher retention. Voice of Customer (VOC) & Voice of Store (VOS): Collect, analyze, and share customer and shopper feedback with product, engineering, and go‑to‑market teams to inform iterative service improvements. Stakeholder Alignment & Cross‑Functional Collaboration Senior Stakeholder Engagement: Secure alignment and executive sponsorship from arenaflex’s senior leaders who own complementary products and services. Cross‑Team Influence: Partner with product, engineering, sales, and operations to ensure that customer insights shape roadmap decisions. Executive Communication: Prepare and present concise status updates, risk mitigation plans, and success stories to C‑level audiences. A Day in the Life Imagine starting your morning reviewing the latest shopper sentiment dashboard, then hopping on a video call with a flagship retail partner to map out their upcoming store rollout. Mid‑day, you lead a cross‑functional workshop to brainstorm process improvements that will shave minutes off the “grab‑and‑go” experience. After lunch, you dive into data analysis, uncovering a pattern of checkout‑free anomalies that could be addressed with a software tweak. You finish the day by presenting a value‑realization case study that demonstrates a 12% increase in store throughput for a major client, solidifying arenaflex’s reputation as a true partner. What It Takes to Succeed Basic Qualifications (Essential) 10+ years of experience in customer‑facing roles, retail operations, or large‑scale operational support. Strong quantitative and analytical skills; ability to translate data and research into actionable strategies. Proven track record of building and nurturing internal and external relationships at all organizational levels. Demonstrated “customer obsession” – consistently putting the shopper and partner experience first. Inherent drive to invent, simplify, and continuously improve complex processes. Exceptional verbal and written communication skills, with a particular emphasis on clear, compelling documentation. Active listening, meticulous attention to detail, and superb organizational abilities. Self‑starter mindset capable of thriving both independently and within high‑performing teams. Preferred Qualifications (Nice‑to‑Have) Demonstrated ability to prioritize ruthlessly and maintain disciplined focus on high‑impact goals. Experience influencing senior stakeholders, including CEOs, CMOs, CIOs, and CSOs. Hands‑on, roll‑up‑your‑sleeves attitude with a history of executing in fast‑moving, ambiguous environments. Background in physical retail sales or store operations is a strong advantage. Alignment with arenaflex’s leadership principles and a commitment to fostering an inclusive culture. Technical depth that spans both business and engineering domains, enabling credible dialogue across functional teams. Core Skills & Competencies Strategic Thinking: Ability to see the big picture while translating it into detailed, executable plans. Program Management: Mastery of project scoping, timeline creation, risk management, and resource allocation. Data‑Driven Decision Making: Proficiency with analytics tools and the capacity to surface insights from complex data sets. Customer Empathy: Deep understanding of retail challenges and shopper psychology. Collaboration & Influence: Skilled at building consensus across diverse, matrixed organizations. Continuous Learning: Passion for staying ahead of industry trends and sharing knowledge with peers. Career Growth & Learning Opportunities At arenaflex, your professional journey is a priority. As a Program Manager in Customer Success, you will have direct access to senior leadership, cross‑functional mentors, and a vibrant community of innovators. You’ll be encouraged to take ownership of high‑visibility initiatives, lead new product pilots, and contribute to arenaflex’s strategic roadmap. Whether you aim to advance toward Director‑level leadership, specialize further in product strategy, or explore global expansion roles, arenaflex provides the training, resources, and sponsorship to accelerate your growth. Work Environment & Culture Our culture thrives on diversity, inclusion, and the belief that varied perspectives drive stronger outcomes. arenaflex supports employee‑led affinity groups, regular inclusion workshops, and open forums that celebrate every voice. We champion flexible work arrangements, recognizing that true productivity stems from balance. Whether you’re collaborating in a high‑energy office hub or contributing remotely, you’ll find a supportive network that values well‑being, personal development, and a sense of belonging. Compensation, Perks & Benefits arenaflex offers a market‑competitive total rewards package designed to attract and retain top talent: Base Salary: Competitive base pay aligned with geographic market standards. Variable Compensation: Performance‑based bonuses tied to individual and company success. Equity Participation: Stock grants that allow you to share in arenaflex’s long‑term growth. Health & Wellness: Comprehensive medical, dental, and vision plans, plus mental‑health resources. Retirement Planning: 401(k) with company match and financial planning assistance. Paid Time Off & Sabbaticals: Generous vacation, holidays, and the possibility of extended sabbaticals for personal projects. Learning Stipends: Annual budget for certifications, conferences, and continued education. Family Support: Parental leave, flexible childcare options, and employee assistance programs. Our Commitment to Inclusion arenaflex is an equal‑opportunity employer. We celebrate diversity in all its forms and are dedicated to creating a workplace where every individual feels respected, valued, and empowered to bring their authentic self to work. Reasonable accommodations are available for candidates with disabilities throughout the recruitment process. Apply Today – Shape the Future of Retail If you are driven by a passion for customer success, eager to lead transformative programs, and excited to help retailers worldwide deliver frictionless shopping experiences, we want to hear from you. Join arenaflex’s dynamic team and be part of a mission that is rewriting the rules of commerce. Click the link below to submit your application and start your journey with arenaflex. Apply Now – Program Manager, Customer Success, Just Walk Out (JWO) Apply for this job