**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].