Director/Sr. Director, Strategy & Customer Success, arenaflex for Business

Join arenaflex for Business, a pioneering force in the food delivery and logistics industry, as we embark on a transformative journey to become a premier benefits partner for executives, employees, and administrators worldwide. Our mission is to leverage the arenaflex platform to deliver unparalleled selection, quality, and customer service to every business customer, for every business use case. We're seeking an exceptional leader to own Strategy and Customer Success for arenaflex for Business, driving growth, innovation, and customer satisfaction.

About the Role

As a Director/Sr. Director, Strategy & Customer Success, you will define the vision, set the strategy, and lead execution for our end-to-end customer experience. You will lead Strategy & Planning, identifying new products & services and overall growth opportunities for arenaflex for Business. You will oversee front-line teams (Implementation, VIP Support escalations, Billing/Invoicing) and partner with the Senior Manager of Customer Success to increase product usage, improve service levels, and customer satisfaction, and scale operations. You will figure out how to get our business from here to full potential, constantly testing new opportunities to improve.

Key Responsibilities:

* Strategize: Develop the optimal strategy for arenaflex to win the Business audience, identifying and quantifying the biggest growth levers, setting goals for cross-functional teams, and managing operating cadences to create accountability and maximize learnings.

• Build: Transform our Customer Success capability, designing and building the right organization, processes, and programs to maximize the value that each client gets out of partnering with arenaflex. Partner with tech teams to build products that improve the customer experience and unlock larger addressable audiences.
• Scale: Partner with Sales, tech, and centralized teams (Accounting, Compliance) to improve the efficiency of our client-facing processes through more automation and systemization. Develop systems for capturing feedback and building it into Product, Operations, and GTM.
• Collaborate: Lead a highly cross-functional team to drive growth by partnering with engineering, product, design, sales, operations, finance, and marketing. Help the team maneuver through conflicting priorities and set a clear path forward to achieve a mutually beneficial outcome.
• Lead: Manage, develop, and continue to build a high-performing team.

We're Excited About You Because:

* You solve problems from first principles, starting with the customer. You're excited to solve problems in innovative ways, and you resist "this is how it's always been done" thinking. You start with a clear understanding of the customer's needs and measure success based on how well we deliver on those needs.

• You're equally comfortable operating at 10,000 feet and the lowest level of detail. You don't hesitate to get in the weeds and work at the most basic level of detail, but you're just as comfortable thinking long-term and inspiring a team. No job is beneath you.
• You're unafraid of ambiguity. You don't need a playbook. You dive into difficult problems and come up with a plan. Rapid change and learning is exciting to you.
• You're analytical. You let data win arguments. You are an analytical thinker, able to leverage data and analytics to answer complex business questions and create a compelling narrative.
• You're relentless. You do what it takes to win, no matter what. You are comfortable with ambiguity & embrace the challenge of having multiple paths forward and no right answer.

Essential Qualifications:

* 15+ years of experience and have scaled a business or function. You've succeeded in high-performance cultures (in tech, operations, strategy, consulting, finance, or a related experience), you've led teams to achieve audacious goals, and you have successfully scaled a business. Experience leading Customer Success is ideal.

• 10+ years of team management experience. You have a proven track record of building, developing, and inspiring diverse teams who deliver results.

About arenaflex

At arenaflex, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. arenaflex is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave, and more.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at arenaflex. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply.

Compensation

The location-specific base salary range for this position is listed below. Compensation in other geographies may vary. Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For roles that are available to be filled remotely, base salary is localized according to employee work location. Please discuss your intended work location with your recruiter for more information. arenaflex cares about you and your overall well-being, and that's why we offer a comprehensive benefits package, for full-time employees, that includes healthcare benefits, a 401(k) plan including an employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays, among others. In addition to base salary, the compensation package for this role also includes opportunities for equity grants.

California Pay Range:

$190,000—$350,000 USD

New York Pay Range:

$200,000—$350,000 USD If you're ready to join a dynamic team that's shaping the future of food delivery and logistics, apply now to become a Director/Sr. Director, Strategy & Customer Success at arenaflex for Business. Apply for this job