Program Manager – Self‑Service & Automation Operational Excellence Lead for Customer Engagement Technology at arenaflex

About arenaflex – Pioneering the Future of Customer Experience

At arenaflex, we are on a mission to redefine how customers interact with technology. Our Customer Engagement Technology (CET) division builds world‑class, AI‑driven self‑service solutions that empower customers to resolve issues instantly, reduce friction, and create lasting loyalty. As a global leader in cloud‑based automation, arenaflex blends cutting‑edge generative AI with deep operational insight to deliver seamless, scalable experiences across every market we serve.

Our culture is rooted in curiosity, data‑driven decision‑making, and relentless improvement. Whether you are a seasoned program veteran or an emerging leader with a passion for operational rhythm, you will find a home at arenaflex where bold ideas are celebrated and every voice matters.

Why This Role Matters – The Strategic Impact of the Run‑of‑Business (RoB) Program Manager

The Program Manager, Self‑Service & Automation is the heartbeat of the CET team’s operational cadence. You will own the Run‑of‑Business (RoB) framework that synchronizes cross‑functional teams, surfaces critical metrics, and ensures continuous delivery of high‑impact automation products. Your work will directly influence the speed, quality, and reliability of arenaflex’s self‑service platforms, driving measurable improvements in customer satisfaction, cost efficiency, and global scalability.

Key Responsibilities – Orchestrating Operational Excellence

• Own the End‑to‑End RoB Operations: Serve as the single point of accountability for all operational rhythms, business reviews, and recurring deliverables for the Self‑Service & Automation team.
• Design & Maintain the Operational Calendar: Build a master cadence that aligns with broader CET and arenaflex Customer Service (CS) frameworks, ensuring that every stakeholder knows when and how to contribute.
• Drive Structured Business Rhythms: Initiate, schedule, and facilitate regular business reviews, metric reporting sessions, and operational update meetings, securing the right participants and driving purposeful discussions.
• Communicate Clearly and Consistently: Publish meeting cadences, role definitions, and deliverable expectations to all internal partners, eliminating ambiguity and fostering accountability.
• Partner Across Departments: Collaborate with product, engineering, data science, finance, and support teams to streamline reporting processes, reduce redundancy, and accelerate decision‑making.
• Prioritize & Optimize: Evaluate trade‑offs in meeting frequency and reporting depth, consulting with leadership to balance depth of insight with operational efficiency.
• Manage Multi‑Layered Relationships: Build strong, trust‑based relationships with remote and on‑site stakeholders across regions, ensuring consistent alignment despite geographic dispersion.
• Implement Continuous Process Improvements: Identify bottlenecks, propose enhancements, and roll out refined processes that boost program health and operational throughput.
• Track, Analyze, and Report Metrics: Own a suite of RoB KPIs, translate data into actionable insights, and develop proposals that elevate service delivery and team performance.
• Scale Frameworks for Growth: Adapt operational structures to support team expansion, new product launches, and international rollout initiatives, ensuring seamless scalability.

A Day in the Life – Living the Rhythm of Success

Your day begins with a quick scan of the operational calendar: a blend of standing business reviews, ad‑hoc stakeholder syncs, and metric deep‑dives. You then:

• Lead a morning cadence meeting that aligns product, engineering, and support leads on the latest automation rollout status.
• Prepare a concise, data‑rich update for senior leadership, highlighting key performance trends, risk mitigations, and upcoming milestones.
• Partner with the data analytics team to refresh dashboards, ensuring that every metric reflects the most current, accurate information.
• Facilitate a cross‑functional workshop to streamline a partner team’s weekly reporting template, reducing manual effort by 40%.
• Review incoming feedback from global teams, prioritize enhancements to the RoB process, and draft an implementation plan.
• Close the day by sending out a summary of decisions, action items, and next‑step owners, cementing clarity and accountability across the organization.

Essential Qualifications – The Core Foundations

• Program/Project Management Experience: Minimum 3 years leading complex, cross‑functional programs with measurable outcomes.
• Process Improvement Expertise: At least 3 years designing and executing data‑driven process enhancements that deliver tangible efficiency gains.
• Advanced Excel & SQL Skills: Proficiency with Pivot Tables, VLOOKUPs, complex formulae, and SQL queries to extract, manipulate, and visualize operational data.
• Metrics‑Driven Decision Making: Demonstrated ability to define, track, and act on key performance indicators that influence business health.
• Cross‑Functional Collaboration: Proven track record working with both technical (engineers, data scientists) and non‑technical (finance, operations) partners.

Preferred Qualifications – The Distinguishing Edge

• 3+ years delivering end‑to‑end program results and presenting insights to senior leadership.
• Deep experience in stakeholder management across multiple organizational layers and geographic regions.
• History of building robust processes, project schedules, and governance frameworks from the ground up.
• Exposure to AI‑driven automation products or generative AI initiatives is a strong plus.

Core Skills & Competencies for Success

• Analytical Acumen: Ability to synthesize large data sets into clear, actionable narratives.
• Strategic Communication: Craft compelling stories for diverse audiences, from engineers to C‑suite executives.
• Organizational Agility: Manage multiple, concurrent initiatives without losing sight of overall objectives.
• Leadership Influence: Drive alignment and commitment without direct authority, leveraging influence and trust.
• Continuous Learning Mindset: Stay abreast of emerging automation technologies, operational best practices, and industry trends.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in its people. As a Program Manager, you will have access to:

• Leadership Development Programs: Tailored workshops that hone strategic thinking, executive presence, and change‑management expertise.
• Cross‑Domain Rotations: Opportunities to spend time with product, engineering, or data science teams to broaden technical fluency.
• Mentorship Networks: Pairing with senior leaders who champion your professional aspirations.
• Certification Sponsorship: Funding for PMP, Six Sigma, Agile, or data‑analytics certifications.
• Global Exposure: Collaboration with international teams, preparing you for future global leadership roles.

Compensation, Perks & Benefits – What You’ll Receive

arenaflex offers a market‑competitive total rewards package that reflects the diverse cost‑of‑living landscapes across the United States and beyond. While exact figures vary by location and experience, you can expect:

• Base salary within a competitive range aligned with industry benchmarks.
• Performance‑based bonuses that reward measurable impact.
• Equity participation – stock options or RSUs – aligning your success with arenaflex’s growth.
• Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Generous paid time off (PTO), parental leave, and flexible work‑arrangement policies.
• 401(k) retirement plan with company matching contributions.
• Wellness programs, employee assistance resources, and continuous learning stipends.

Work Environment & Culture – The arenaflex DNA

Our workplaces blend the energy of a fast‑moving startup with the stability of an established tech leader. You’ll find:

• Data‑First Culture: Every decision is backed by rigorous analysis and transparent metrics.
• Inclusive Atmosphere: Diverse perspectives are celebrated; employee resource groups (ERGs) foster community.
• Innovation Labs: Dedicated spaces where you can prototype automation ideas and test new processes.
• Collaboration Hubs: Open‑plan offices and virtual collaboration tools that keep remote teammates connected.
• Recognition Programs: Regular recognition of individuals and teams that exemplify arenaflex’s values.

Commitment to Equality & Accessibility

arenaflex is an equal‑opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other legally protected characteristic. Our inclusive culture empowers every employee to bring their whole self to work and achieve their full potential.

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process—including support for the interview or onboarding—please let us know. We are committed to providing a smooth, accessible experience for all candidates.

Ready to Shape the Future of Customer Automation?

If you are driven by operational excellence, thrive in a data‑rich environment, and are eager to influence a global technology platform, we want to hear from you. Join arenaflex and become a pivotal force in delivering the world’s most efficient self‑service experiences.

Apply today and embark on a career where every day is an opportunity to orchestrate success.

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