Director, Customer Operations – Strategic Account Leadership & Beverage Equipment Solutions
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About arenaflex
At arenaflex, we are redefining what it means to be a leader in the beverage and refreshment industry. With a legacy spanning over a century, we have evolved from a beloved legacy brand into a dynamic, future-ready organization that continues to innovate and inspire. Our commitment to excellence, sustainability, and customer-centricity has made us a trusted partner to some of the most recognizable names in retail, hospitality, and food service across the globe.
We believe that our people are the heartbeat of our organization. When you join arenaflex, you become part of a team that values curiosity, empowerment, inclusivity, and agility. We take deliberate action to nurture an inclusive culture that is grounded in our company purpose: to refresh the world and make a difference. Our growth mindset and expansive approach to what's possible ensure that every team member has the opportunity to learn, innovate, and contribute to something meaningful.
Position Overview
Are you a proven leader with a passion for driving operational excellence and building lasting customer relationships? Do you thrive in a dynamic environment where strategic thinking meets hands-on execution? If so, we have an exceptional opportunity for you to join our team as a Director, Customer Operations.
In this critical role, you will serve as a key member of our Roark Account Team, responsible for interfacing with our valued customers and internal account teams to configure and own the fulfillment of account-based equipment, service, and supply chain solutions. Your work will directly support our customer value-creation strategy and help us achieve our ambitious goal of becoming our customer's most valued supplier.
This is a remote position based in the United States, offering the flexibility to work from anywhere while collaborating with cross-functional teams across the organization. You will have the opportunity to travel up to 25% to meet with customers, attend strategic planning sessions, and engage with internal stakeholders.
What You'll Do for Us
As the Director, Customer Operations, you will play a pivotal role in driving beverage quality, revenue, and profit for our organization while ensuring proper cost management. Your responsibilities will span across strategic planning, customer engagement, and operational leadership. Here's what you can expect:
Strategic Customer Leadership
Lead customer selling efforts of operational products and services while maintaining exceptional customer stewardship
Serve as the primary operational Subject Matter Expert for our external portfolio of customers and internal client groups, including sales, finance, and marketing teams
Develop and maintain strong, collaborative relationships with senior-level buyers and decision-makers
Represent arenaflex with professionalism and integrity in all customer interactions
Business Planning & Analysis
Lead short-term and long-term business operational planning for your assigned portfolio of customers
Identify key opportunities to drive beverage quality, cost reduction, category growth, and overall customer satisfaction
Develop comprehensive annual business plans for Net Service Expense and Capital for your portfolio of national accounts
Analyze market trends, customer needs, and competitive landscapes to inform strategic decisions
Project Management & Execution
Develop detailed project plans with clear timelines, forecasts, resource allocation plans, and financial impact assessments for key operational initiatives
Lead internal project team resources and ensure effective project communication with both customers and internal account teams
Manage multiple concurrent projects while maintaining attention to detail and meeting deadlines
Utilize waterfall project management methodologies to drive consistent results
Operational Excellence
Identify key drivers of service to create innovative solutions for beverage equipment-related expenses
Develop solutions that decrease costs, increase quality, and deliver additional profit to both the customer and arenaflex
Build out customer operations plans that drive quality, service, and productivity improvements across the system
Work closely with the sales team to ensure seamless coordination and execution of customer strategies
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
2-4 years of Project Management experience
Proven track record of working with data, specifically manipulation and analysis
Skills & Competencies
To succeed in this role, you will need to demonstrate the following functional skills and competencies:
Technical Capability
Ability to create operational solutions and utilize system tools to deliver customer value
Proficiency with beverage equipment and online platforms
Strong analytical skills with the ability to interpret complex data sets
Financial Acumen
Ability to build and manage service and equipment expense budgets through the Annual Business Planning (ABP) and RE process
Strong understanding of financial statements, budget forecasting, and cost management
Track record of driving profitability while maintaining customer satisfaction
Communication & Presentation
Excellent presentation development and delivery skills
Ability to effectively communicate the arenaflex operational value proposition both written and verbally
Utilize company methodologies and tools to deliver compelling customer stewardship
Influencing & Relationship Building
Strong ability to communicate a compelling story to motivate and align internal and external clients
Proven influencing skills to achieve desired outcomes across diverse stakeholder groups
Excellent relationship-building capabilities with customers and internal partners
Strategic Thinking
Ability to create strategic plans that address customer needs while driving company profitability
Long-term planning expertise with a focus on sustainable growth
Solution-selling mindset with a consultative approach
Additional Competencies
Business Development and Sales Forecasting
Customer Relationship Management (CRM)
Decision Making and Group Problem Solving
Operational Assessment and Sales Management
Sales Process optimization and management
What We Can Do For You
At arenaflex, we are committed to investing in our people and providing a comprehensive rewards package that supports your professional and personal growth.
Iconic & Innovative Brands
Our portfolio represents over 250 products with some of the most popular brands in the world. Working with us means you'll be associated with industry-leading brands that are beloved by millions of consumers. From classic favorites to innovative new products, you'll have the opportunity to work with a diverse and exciting portfolio.
Expansive & Diverse Customers
We work with a diversified group of customers ranging from retail and grocery outlets to theme parks, movie theatres, restaurants, and many more each day. This variety offers endless opportunities for learning, growth, and career advancement.
Compensation & Benefits
Competitive Base Pay: $134,800 - $165,200 per year (base pay offered may vary depending on geography, job-related knowledge, skills, and experience)
Annual Incentive: 30% annual incentive reference value, reflecting our performance-based culture
Comprehensive Benefits: A full range of medical, financial, and/or other benefits, dependent on the position, is offered
Professional Development: Continuous learning opportunities to improve your business and yourself
Our Purpose and Growth Culture
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves.
We focus on four key behaviors - curious, empowered, inclusive, and agile - and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years of excellence.
Join Our Team
If you are ready to take the next step in your career and make a meaningful impact, we invite you to apply for this exciting opportunity. We are looking for a leader who shares our passion for excellence, our commitment to customer success, and our drive for continuous improvement.
At arenaflex, you will find more than just a job - you will find a career where your contributions matter, your growth is supported, and your voice is valued. Join us as we continue to refresh the world and create meaningful connections with customers and communities everywhere.
We are an Equal Opportunity Employer and 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, status as a veteran, and basis of disability or any other federal, state, or local protected class.
When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.
Applications will be accepted until October 11, 2024.
About arenaflex
At arenaflex, we are redefining what it means to be a leader in the beverage and refreshment industry. With a legacy spanning over a century, we have evolved from a beloved legacy brand into a dynamic, future-ready organization that continues to innovate and inspire. Our commitment to excellence, sustainability, and customer-centricity has made us a trusted partner to some of the most recognizable names in retail, hospitality, and food service across the globe.
We believe that our people are the heartbeat of our organization. When you join arenaflex, you become part of a team that values curiosity, empowerment, inclusivity, and agility. We take deliberate action to nurture an inclusive culture that is grounded in our company purpose: to refresh the world and make a difference. Our growth mindset and expansive approach to what's possible ensure that every team member has the opportunity to learn, innovate, and contribute to something meaningful.
Position Overview
Are you a proven leader with a passion for driving operational excellence and building lasting customer relationships? Do you thrive in a dynamic environment where strategic thinking meets hands-on execution? If so, we have an exceptional opportunity for you to join our team as a Director, Customer Operations.
In this critical role, you will serve as a key member of our Roark Account Team, responsible for interfacing with our valued customers and internal account teams to configure and own the fulfillment of account-based equipment, service, and supply chain solutions. Your work will directly support our customer value-creation strategy and help us achieve our ambitious goal of becoming our customer's most valued supplier.
This is a remote position based in the United States, offering the flexibility to work from anywhere while collaborating with cross-functional teams across the organization. You will have the opportunity to travel up to 25% to meet with customers, attend strategic planning sessions, and engage with internal stakeholders.
What You'll Do for Us
As the Director, Customer Operations, you will play a pivotal role in driving beverage quality, revenue, and profit for our organization while ensuring proper cost management. Your responsibilities will span across strategic planning, customer engagement, and operational leadership. Here's what you can expect:
Strategic Customer Leadership
Lead customer selling efforts of operational products and services while maintaining exceptional customer stewardship
Serve as the primary operational Subject Matter Expert for our external portfolio of customers and internal client groups, including sales, finance, and marketing teams
Develop and maintain strong, collaborative relationships with senior-level buyers and decision-makers
Represent arenaflex with professionalism and integrity in all customer interactions
Business Planning & Analysis
Lead short-term and long-term business operational planning for your assigned portfolio of customers
Identify key opportunities to drive beverage quality, cost reduction, category growth, and overall customer satisfaction
Develop comprehensive annual business plans for Net Service Expense and Capital for your portfolio of national accounts
Analyze market trends, customer needs, and competitive landscapes to inform strategic decisions
Project Management & Execution
Develop detailed project plans with clear timelines, forecasts, resource allocation plans, and financial impact assessments for key operational initiatives
Lead internal project team resources and ensure effective project communication with both customers and internal account teams
Manage multiple concurrent projects while maintaining attention to detail and meeting deadlines
Utilize waterfall project management methodologies to drive consistent results
Operational Excellence
Identify key drivers of service to create innovative solutions for beverage equipment-related expenses
Develop solutions that decrease costs, increase quality, and deliver additional profit to both the customer and arenaflex
Build out customer operations plans that drive quality, service, and productivity improvements across the system
Work closely with the sales team to ensure seamless coordination and execution of customer strategies
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
2-4 years of Project Management experience
Proven track record of working with data, specifically manipulation and analysis
Skills & Competencies
To succeed in this role, you will need to demonstrate the following functional skills and competencies:
Technical Capability
Ability to create operational solutions and utilize system tools to deliver customer value
Proficiency with beverage equipment and online platforms
Strong analytical skills with the ability to interpret complex data sets
Financial Acumen
Ability to build and manage service and equipment expense budgets through the Annual Business Planning (ABP) and RE process
Strong understanding of financial statements, budget forecasting, and cost management
Track record of driving profitability while maintaining customer satisfaction
Communication & Presentation
Excellent presentation development and delivery skills
Ability to effectively communicate the arenaflex operational value proposition both written and verbally
Utilize company methodologies and tools to deliver compelling customer stewardship
Influencing & Relationship Building
Strong ability to communicate a compelling story to motivate and align internal and external clients
Proven influencing skills to achieve desired outcomes across diverse stakeholder groups
Excellent relationship-building capabilities with customers and internal partners
Strategic Thinking
Ability to create strategic plans that address customer needs while driving company profitability
Long-term planning expertise with a focus on sustainable growth
Solution-selling mindset with a consultative approach
Additional Competencies
Business Development and Sales Forecasting
Customer Relationship Management (CRM)
Decision Making and Group Problem Solving
Operational Assessment and Sales Management
Sales Process optimization and management
What We Can Do For You
At arenaflex, we are committed to investing in our people and providing a comprehensive rewards package that supports your professional and personal growth.
Iconic & Innovative Brands
Our portfolio represents over 250 products with some of the most popular brands in the world. Working with us means you'll be associated with industry-leading brands that are beloved by millions of consumers. From classic favorites to innovative new products, you'll have the opportunity to work with a diverse and exciting portfolio.
Expansive & Diverse Customers
We work with a diversified group of customers ranging from retail and grocery outlets to theme parks, movie theatres, restaurants, and many more each day. This variety offers endless opportunities for learning, growth, and career advancement.
Compensation & Benefits
Competitive Base Pay: $134,800 - $165,200 per year (base pay offered may vary depending on geography, job-related knowledge, skills, and experience)
Annual Incentive: 30% annual incentive reference value, reflecting our performance-based culture
Comprehensive Benefits: A full range of medical, financial, and/or other benefits, dependent on the position, is offered
Professional Development: Continuous learning opportunities to improve your business and yourself
Our Purpose and Growth Culture
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves.
We focus on four key behaviors - curious, empowered, inclusive, and agile - and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years of excellence.
Join Our Team
If you are ready to take the next step in your career and make a meaningful impact, we invite you to apply for this exciting opportunity. We are looking for a leader who shares our passion for excellence, our commitment to customer success, and our drive for continuous improvement.
At arenaflex, you will find more than just a job - you will find a career where your contributions matter, your growth is supported, and your voice is valued. Join us as we continue to refresh the world and create meaningful connections with customers and communities everywhere.
We are an Equal Opportunity Employer and 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, status as a veteran, and basis of disability or any other federal, state, or local protected class.
When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.
Applications will be accepted until October 11, 2024.