Program Manager, Customer Success, arenaflex (JWO)

Join arenaflex's Innovative Customer Success Team and Revolutionize the Future of Retail

Are you a customer-centric leader with a passion for innovation and a drive to simplify shopping experiences? Do you thrive in fast-paced, entrepreneurial environments where no two days are ever the same? If so, we invite you to join arenaflex's cutting-edge Customer Success team as a Program Manager, Customer Success, Just Walk Out (JWO). In this pivotal role, you will play a critical part in shaping the future of retail by delivering exceptional customer experiences and operational support programs that exceed expectations.

About arenaflex's Just Walk Out (JWO) Service

arenaflex's Just Walk Out (JWO) Service is a revolutionary retail technology that enables shoppers to simply enter a store, grab what they want, and just go. Born from years of experience at arenaflex Go, JWO uses a combination of technologies to eliminate checkout lines, bringing fast and convenient transactional experiences to shoppers. As a Program Manager, Customer Success, you will be part of a talented team that drives customer success in several ways, including value realization, steady-state operational support, continuing customer education, and operational excellence initiatives.

Key Responsibilities

As a Program Manager, Customer Success, you will be responsible for: - Driving Global Strategy: While always placing the customer first, you will develop and track customer success metrics, drive global strategy to serve both our end users: the customer and the shopper, and develop and hit monthly, quarterly, and annual goals to improve customer satisfaction. - Developing Operational Excellence: You will track and monitor industry trends, make recommendations, and develop operational excellence series to drive partner teams to deliver upon action items to improve customer experience. - Parlaying Operational Excellence Outputs: You will parlay operational excellence outputs into value realization initiatives to strengthen our value proposition and pursue new ideas for value creation. - Solving Ad Hoc Operational Concerns: You will solve ad hoc operational concerns as they arise in the field and apply learnings across all other customers. - Developing and Launching Customer Support Infrastructure: You will develop and launch customer support infrastructure, including processes, SOPs, and platform, and ideate and build formal customer support programs. - Inventing and Collaborating: You will invent and collaborate on launch + ongoing learning and development to improve customer capabilities and retention, gather VOC and VOS data to cross-functionally share with JWO cross-functional teams to iterate our service, and gain alignment from sr. internal stakeholders who own multiple products.

Essential Qualifications

To succeed in this role, you will need: - 10+ years in customer-facing service, retail operations, and operational support: You will have a proven track record of success in customer-facing roles, with a strong understanding of retail operations and customer success principles. - Strong Quantitative Skills: You will have strong quantitative skills to analyze data and use customer research, data, and metrics to back up assumptions, identify opportunities, and invent new ways to exceed customer expectations. - Exceptional Communication and Project Management Skills: You will have exceptional verbal and written communication skills, with the ability to build and nurture relationships both internally and externally. - Relentless Customer Obsession: You will have a relentless customer obsession, with a strong desire to invent and simplify. - Ability to Work Independently and as Part of a Team: You will be able to work independently, as well as part of a team, on multiple projects, with a strong ability to prioritize and demonstrate relentless discipline in achieving goals.

Preferred Qualifications

- Experience in Sales in Physical Retail: You will have experience in sales in physical retail, with a strong understanding of the retail landscape and customer needs. - Meets/Exceeds arenaflex's Leadership Principles Requirements: You will meet or exceed arenaflex's leadership principles requirements for this role, with a strong ability to influence others and willingness to roll up your sleeves.

arenaflex's Inclusive Culture

At arenaflex, we believe in the power of diversity and inclusion. We are committed to creating a workplace where everyone feels welcome, valued, and empowered to succeed. Our inclusive culture empowers arenaflexians to deliver the best results for our customers, and we strive to create a workplace that reflects the diversity of our customers and communities.

Work-Life Balance

We believe that work-life balance is critical to life-long happiness and fulfillment. Our team puts a high value on work-life balance, and we offer flexibility in working hours to help you find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members, and we have a broad mix of experience levels and tenures. We care about your career growth and strive to assign opportunities based on what will help each team member develop into a better-rounded contributor.

About the Team

As part of the arenaflex Solutions organization, we have a vision to provide business applications, leveraging arenaflex's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a base salary range of $72,000/year in our lowest geographic market up to $154,000/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company, and dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

How to Apply

If you are a customer-centric leader with a passion for innovation and a drive to simplify shopping experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you! Apply for this job