Director of Customer Operations – Strategic Account Leadership, Equipment & Service Solutions, and Beverage Quality Excellence (Remote, U.S.)

About arenaflex

At arenaflex, we are redefining what it means to be a truly customer-obsessed organization in the beverage and consumer products industry. Our portfolio spans more than 250 iconic and innovative brands enjoyed by millions of consumers every single day, and we partner with an incredibly diverse mix of customers — from national retail and grocery chains to theme parks, movie theatres, restaurants, convenience stores, and specialty outlets. Every interaction is an opportunity to refresh lives, elevate experiences, and create measurable value for the customers and communities we serve.

For more than a century, arenaflex has thrived by staying curious, acting with integrity, embracing an inclusive and empowered culture, and moving with agility in a constantly evolving marketplace. Our growth mindset fuels continuous learning, bold thinking, and an expansive view of what is possible. Joining arenaflex means stepping into a purpose-driven environment where your work directly shapes the success of nationally recognized brands, the satisfaction of high-profile customers, and the long-term profitability of a system that is built to last.

We are currently seeking a strategic, commercially minded, and operationally excellent leader to join our team as Director, Customer Operations supporting a key national account portfolio. This is a high-impact, remote role with up to 25% travel, offering the opportunity to influence beverage quality, service excellence, and supply chain outcomes for one of the most dynamic customer portfolios in the industry.

Position Summary

The Director, Customer Operations on the strategic account team at arenaflex serves as the primary operational interface between the customer and the broader account team. This leader is responsible for configuring, owning, and continuously optimizing account-based equipment, service, and supply chain solutions that directly support the customer's value-creation strategy. Working in close partnership with the sales organization, finance, marketing, and technical experts, the Director plays a pivotal role in driving beverage quality, top-line revenue, and system-level profit while maintaining disciplined cost management.

The core mission of this role is to help arenaflex become our customer's most valued supplier — a partner of choice known not just for outstanding brands, but for operational excellence, consultative problem-solving, and relentless focus on customer outcomes. The Director will build and execute customer operations plans, identify opportunities to improve quality, service, and productivity, and lead cross-functional initiatives that create long-term, mutually profitable growth.

Key Responsibilities

Customer Strategy & Operational Leadership

• Lead customer-facing selling efforts for operational products, services, and stewardship programs, acting as a trusted advisor to senior-level buyers and decision-makers.
• Provide deep operational subject matter expertise to an external portfolio of customers and to internal client groups including sales, finance, and marketing.
• Lead short- and long-term business operational planning for the assigned portfolio, identifying key opportunities to drive beverage quality, cost reduction, and category growth.
• Partner with the sales team to align operational plans with customer growth strategies, joint business plans, and innovation pipelines.

Project & Program Management

• Develop comprehensive project plans including timelines, forecasts, resource allocation, and financial impact analyses for key operational initiatives.
• Lead internal project teams and own all project communication with the customer and the account team, ensuring alignment, transparency, and timely execution.
• Manage multiple concurrent initiatives using waterfall project management methodology, balancing scope, schedule, budget, and risk.
• Drive continuous improvement by capturing lessons learned and applying them to future engagements.

Financial Stewardship & Business Planning

• Lead the development of annual business plans for Net Service Expense and Capital for the assigned portfolio of national accounts.
• Build and manage equipment and service expense budgets through the Annual Business Plan (ABP) and RE processes for the aligned portfolio.
• Identify the key drivers of service cost and create solutions related to beverage equipment that decrease total cost of ownership, increase quality, and deliver additional profit to both the customer and arenaflex.
• Apply strong financial acumen to model scenarios, evaluate trade-offs, and recommend investments that maximize ROI.

Data, Analytics & Insights

• Work with operational, sales, and financial data to perform meaningful analysis that uncovers trends, gaps, and opportunities.
• Manipulate and interpret data sets to support decision-making, customer stewardship, and strategic recommendations.
• Leverage system tools and online platforms to deliver operational solutions that create measurable customer value.

Influence, Communication & Relationship Building

• Utilize C4V (Category, Consumer, Customer, Company) methodology and tools to deliver compelling customer stewardship and the arenaflex operational value proposition — both in writing and in person.
• Craft and deliver high-impact presentations to senior customer stakeholders and internal leadership audiences.
• Tell a compelling, data-backed story that motivates and aligns internal and external partners around a shared outcome.
• Build durable, trust-based relationships with customer executives, account teams, and cross-functional partners.

Qualifications & Requirements

Education

• Required: Bachelor's degree (BS/BA) or equivalent experience.
• Preferred: Master's degree (MS/MA, MBA) or equivalent advanced education.

Experience

• Previous experience in a face-to-face customer sales or operations role calling on senior-level buyers.
• 3 or more years of customer management experience or customer operational management experience.
• 2–4 years of general operations experience in a complex, multi-stakeholder environment.
• 2–4 years of project management experience leading cross-functional initiatives.
• Demonstrated experience working with data — specifically in manipulation, analysis, and translating insights into action.

Functional Skills & Competencies

• Technical Capability: Able to create operational solutions and effectively use system tools, equipment platforms, and online tools to deliver customer value.
• Financial Acumen: Skilled in building and managing service and equipment expense budgets, with a clear understanding of how operational decisions impact P&L outcomes.
• Presentation Development & Delivery: Adept at using structured methodologies and storytelling to influence at all levels of an organization.
• Influencing: Able to communicate a compelling vision and motivate diverse internal and external stakeholders to achieve a desired outcome.
• Strategic Thinking: Able to design a strategic plan that meets customer needs while simultaneously driving company profitability and long-term partnership value.

Core Skills

Business Development, Business Planning, Communication, Consultative Sales Management, Customer Relationship Management (CRM), Decision Making, Group Problem Solving, Leadership, Long Term Planning, Operational Assessment, Relationship Building, Sales Forecasting, Sales Management, Sales Process, Solutions Selling, Waterfall Project Management.

What arenaflex Can Do For You

Joining arenaflex means joining a company that is as committed to its people as it is to its brands. Here is what you can expect:

• Iconic & Innovative Brand Portfolio: Work with a portfolio of more than 250 products featuring some of the most recognized and beloved brands in the world.
• Expansive & Diverse Customer Base: Engage daily with a broad mix of customers across retail, grocery, theme parks, movie theatres, restaurants, and beyond.
• Growth & Learning Culture: Operate in a continuous learning environment supported by four key behaviors — curious, empowered, inclusive, and agile.
• Inclusive & Purpose-Driven Workplace: Be part of a culture grounded in our purpose to refresh the world and make a difference, where every voice is valued.
• Comprehensive Benefits: A full range of medical, financial, and other benefits designed to support your total well-being, along with a competitive annual incentive plan.

Compensation

The base pay range for this position is $134,800 – $165,200, with final offers based on geography, job-related knowledge, skills, and experience. In addition, this role is eligible for an annual incentive with a reference value of 30%, reflecting performance at target within a market-based competitive range. A full suite of medical, financial, and other benefits is offered, dependent on the position and location.

Work Environment & Culture

At arenaflex, our culture is the foundation of everything we do. We are intentional about nurturing an inclusive environment where every team member feels empowered to contribute, innovate, and grow. We operate with a growth mindset, take an expansive view of what is possible, and believe in the power of continuous learning — both for the business and for our people. We value how we work as much as what we achieve, and we believe this is one of the reasons arenaflex has thrived for more than 130 years.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, or basis of disability or any other federal, state, or local protected class. When we collect personal information as part of a job application or offer of employment, we do so in accordance with industry standards, best practices, and applicable privacy laws.

Take the Next Step

If you are a strategic operator with a passion for customers, a head for numbers, and the leadership presence to influence at the highest levels, we want to hear from you. This is more than a job — it is an opportunity to shape the future of customer operations for a portfolio of iconic brands and to build a legacy of partnership, quality, and shared growth. Bring your curiosity, your ambition, and your operational excellence to arenaflex, and help us continue refreshing the world — one customer relationship at a time. Apply today and let's build what's next together.