Experienced Full Stack Digital Strategy Leader – Digital Customer Growth and Experience Transformation

At arenaflex, we are revolutionizing the future of connectivity, and we're looking for a talented and innovative leader to join our team. As a global leader in communications and technology, we're passionate about serving our customers by delivering products and services that foster meaningful connections, enhance lives, and empower millions to share the stories and experiences that matter most. Our corporate teams thrive on innovation and are dedicated to transforming our business in areas like marketing, finance, and beyond. Join us and bring your bold ideas to help shape the future.

About arenaflex

arenaflex is a global leader in communications and technology, with a rich history of innovation and a commitment to delivering exceptional customer experiences. Our passion lies in serving our customers by delivering products and services that foster meaningful connections, enhance lives, and empower millions to share the stories and experiences that matter most. Our corporate teams thrive on innovation and are dedicated to transforming our business in areas like marketing, finance, and beyond.

Job Summary

We're seeking an experienced and customer-focused Digital Strategy leader to drive the identification, analysis, and prioritization of business requirements for arenaflex's Business digital customer support experiences and online self-service solutions. This role is pivotal in shaping the vision and strategy for our digital customer experience, ensuring customers enjoy seamless and intuitive interactions with our brand while enabling them to find solutions and resolve issues independently. The ideal candidate will bring strong business acumen, strategic thinking, and a deep understanding of customer needs to deliver measurable improvements in user satisfaction and business performance.

Key Responsibilities

* Develop and own the digital support strategy for online customer support, aligning with overall business goals and customer engagement objectives.

• Understand and utilize data-driven insights to reduce friction points and achieve measurable outcomes, such as increased self-service adoption, reduced support costs, and improved customer satisfaction.
• Analyze top customer inquiries, tickets, web site engagement, and performance data to identify opportunities for optimization and drive continuous improvement.
• Serve as a strategic expert for digital support optimization, including site search, web site strategy and support flows, social media engagement, and alignment with chat technology teams to ensure customers are resolving questions via consistent responses across self-service.
• Collaborate with stakeholders across product, customer support, marketing, and digital teams to gather and document business requirements for online support solutions, content, and interactions.
• Translate customer pain points, stakeholder input, and business goals into clear, actionable requirements for digital support experiences.
• Develop and maintain detailed documentation, including business requirement documents (BRDs), use cases, user stories, and process flows.
• Act as the liaison between business units, UX/UI designers, developers, and other stakeholders to ensure requirements are properly communicated and implemented.

Qualifications

* 7+ years of experience in digital strategy, web site engagement, or customer support experience roles.

• Bachelor’s degree in digital marketing, technology, or related field in customer experience or support.
• Background in leading or contributing to digital transformation initiatives, particularly in customer support or self-service.
• Experience managing and developing high-performing teams.
• Ability to present recommendations and strategies to leadership, articulating how proposed solutions will drive business outcomes and improve customer experiences.
• Exceptional collaboration and influencing skills, with experience working cross-functionally in matrixed organizations.
• Work with cross-functional teams to balance long-term strategy while delivering on day-to-day continuous improvement opportunities.

Essential Skills and Competencies

* Strong business acumen and strategic thinking.

• Deep understanding of customer needs and behaviors.
• Excellent communication and collaboration skills.
• Ability to analyze complex data and drive insights-driven decision-making.
• Experience with digital transformation initiatives and customer support optimization.
• Strong leadership and team management skills.
• Ability to work in a fast-paced, dynamic environment.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including:

• Access to industry-leading training and development programs.
• Opportunities for career advancement and professional growth.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
• Opportunities to work on high-impact projects and initiatives.

Work Environment and Company Culture

arenaflex is a global leader in communications and technology, with a rich history of innovation and a commitment to delivering exceptional customer experiences. Our corporate teams thrive on innovation and are dedicated to transforming our business in areas like marketing, finance, and beyond. We're passionate about serving our customers by delivering products and services that foster meaningful connections, enhance lives, and empower millions to share the stories and experiences that matter most.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation and benefits package, including:

• Competitive salary and bonus structure.
• Comprehensive health insurance and wellness programs.
• 401(k) plan and retirement savings program.
• Paid time off and holidays.
• Tuition reimbursement and education assistance programs.
• Employee discounts and perks.
• Recognition and rewards for outstanding performance.

How to Apply

If you're a talented and innovative leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. We are proud to be a fair chance employer and do not initiate a background check until an offer is made.

Location

This position is located in Dallas, TX, and requires a minimum of 5 days per week in the office. We offer a range of benefits and perks to support your work-life balance and well-being.

Salary Range

The salary range for this position is $158,200 - $237,400 per year, depending on experience and qualifications. Apply for this job