Director of Customer Support Systems & Strategic Operations – Enterprise SaaS | Remote (US)

About arenaflex

arenaflex is a pioneering technology organization operating at the intersection of the Connected Operations Cloud and the Internet of Things (IoT). Our flagship platform empowers enterprises that depend on physical operations to harness real-time data, unlock actionable intelligence, and elevate the safety, efficiency, and sustainability of their most critical business processes. The industries we serve — including agriculture, construction, field services, transportation, and manufacturing — represent more than 40% of global GDP. They are the literal infrastructure of our planet, and arenaflex is proud to lead their digital transformation at scale.

Joining arenaflex means becoming part of a mission-driven, recently public company that offers both the autonomy to drive meaningful change and the support to build for the long term. Our growing portfolio of innovative solutions spans Video-Based Safety, Vehicle Telematics, Driver Workflows, Equipment Monitoring, and Site Visibility — all designed to help our customers operate smarter, safer, and more sustainably.

We are looking for bold, visionary leaders to help us shape the future of physical operations. If you are passionate about building systems that matter, leading high-performing teams, and creating lasting customer impact, arenaflex is where your next chapter begins.

About the Role

arenaflex is seeking a strategic, dynamic, and results-oriented Director of Customer Support Systems to oversee the evolution, optimization, and long-term roadmap of our customer-facing technology ecosystem. Reporting directly to the Vice President of GTM (Go-To-Market) Systems, this is a high-impact executive leadership role that requires a strong executive presence, advanced influencing and communication skills, and deep business acumen.

The successful candidate will work in close partnership with the Customer Support, Customer Success, and Partnerships organizations within our Customer Outcomes and Business Technology teams to support and elevate the entire post-sales customer journey. This remote position is open to qualified candidates based in the United States.

Key Responsibilities

• Strategic Leadership: Define and execute the overarching strategy for Customer Support and Partnership systems, including the integration strategy for Customer Success Systems. Ensure alignment with corporate business goals, customer needs, and long-term digital transformation initiatives. Leverage deep business acumen to drive strategic initiatives that produce measurable outcomes.
• Systems Optimization: Oversee the development, implementation, and continuous improvement of Customer Support and Partnership systems. Drive platform scalability, reliability, and innovation by applying advanced influencing and communication skills across cross-functional stakeholder groups.
• Cross-Functional Collaboration: Partner closely with Customer Support, Customer Success, and Partnerships organizations to ensure seamless systems integration, frictionless information flow, and alignment with the overall business strategy. Act as a trusted advisor and connector across the Customer Outcomes and Business Technology teams.
• Advanced Influencing & Communication: Utilize sophisticated influencing and communication skills to foster alignment across teams, drive organizational change, and articulate a cohesive, inspiring vision for Customer Support and Partnership systems at arenaflex.
• Team Development: Lead, mentor, and grow a high-performing team of professionals. Foster a culture rooted in collaboration, innovation, accountability, and operational excellence.
• Vendor & Partner Management: Identify, negotiate, and manage strategic partnerships with third-party technology vendors to ensure the consistent delivery of best-in-class tools, services, and integrations.
• Performance Metrics & Reporting: Establish, track, and report on key performance indicators (KPIs) that gauge system health, customer experience quality, and operational efficiency. Identify opportunities for continuous improvement and share insights with executive leadership.
• Compliance & Security: Ensure all systems rigorously adhere to industry standards, legal requirements, and best practices in security and data privacy across every layer of the customer support technology stack.
• Budget Management: Oversee budget planning, allocation, and financial management within the area of responsibility. Apply deep business acumen to optimize resource utilization and maximize return on investment.
• Cultural Stewardship: Champion, role model, and embed arenaflex's cultural principles — Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team — as the organization scales globally and across new offices.
• Inclusive Leadership: Hire, develop, and lead an inclusive, engaged, and high-performing team that reflects the diversity of the customers and communities arenaflex serves.

Minimum Requirements

• Bachelor's degree in Business, Computer Science, Information Technology, or a closely related field. A Master's degree (MBA, MS, or equivalent) is strongly preferred.
• 7+ years of progressive experience in senior leadership roles with a primary focus on Customer Support systems, platforms, and technologies within enterprise-scale environments.
• Demonstrated deep business acumen, with a strong working understanding of support systems, integration tools, Quality Assurance frameworks, and analytics platforms.
• Advanced influencing and communication skills, paired with a strong executive presence and the ability to operate credibly with C-suite stakeholders.
• Exceptional strategic thinking, analytical reasoning, and complex problem-solving skills.
• Excellent collaboration skills, with proven experience partnering closely with Customer Support, Customer Success, and Channel teams.
• A customer-centric mindset, with a relentless focus on delivering value and crafting an exceptional customer experience at every touchpoint.

Preferred Qualifications & Nice-to-Haves

• Experience leading support systems strategy at a publicly traded SaaS, IoT, or Connected Operations company.
• Track record of successfully managing large-scale enterprise vendor relationships and multi-million-dollar technology budgets.
• Familiarity with platforms such as Salesforce Service Cloud, Zendesk, Gainsight, or similar customer support and success ecosystems.
• Hands-on experience with systems integration methodologies, APIs, and data architecture in customer-facing environments.
• Prior experience scaling global support operations and systems across multiple geographies and time zones.

Skills & Competencies for Success

• Executive Communication: Ability to distill complex technical concepts into clear, compelling narratives for executive audiences, customers, and cross-functional partners.
• Strategic Vision: Capacity to see the big picture, anticipate market shifts, and design systems roadmaps that position arenaflex for long-term competitive advantage.
• Change Leadership: Skilled at guiding organizations through transformation, ambiguity, and rapid growth.
• Data-Driven Decision Making: Comfortable defining metrics, building dashboards, and using quantitative insights to inform strategic choices.
• Emotional Intelligence: Strong interpersonal awareness, empathy, and the ability to build trust with diverse stakeholders.
• Operational Rigor: Disciplined approach to project management, prioritization, and execution at scale.

Career Growth & Learning Opportunities

At arenaflex, your growth is our growth. We invest deeply in our people through structured leadership development programs, executive coaching, cross-functional stretch assignments, and access to world-class learning resources. As Director of Customer Support Systems, you will operate at the intersection of technology, customer experience, and business strategy — building a powerful portfolio of executive skills that can propel your career into senior vice president, chief customer officer, or other C-suite trajectories. You will be mentored by seasoned technology leaders, partner with brilliant engineers and product managers, and gain exposure to the inner workings of a high-growth public company.

Work Environment & Culture at arenaflex

arenaflex is committed to building a workplace where every team member feels valued, respected, and empowered to do their best work. Our culture is guided by five core principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team. We embrace flexible and remote working models that support the diverse needs of our people, while also providing opportunities for in-person collaboration at our offices when it adds value to the work.

We are committed to increasing diversity across our team and ensuring that arenaflex is a place where people from all backgrounds can make an impact. We welcome unique perspectives and believe that the best ideas come from teams as diverse as the customers we serve.

Compensation, Perks & Benefits

arenaflex's compensation philosophy is designed to deliver Total Direct Compensation — based on role, level, and geography — that is at or above market. Our package includes a competitive base salary plus bonus/variable incentives and Restricted Stock Unit (RSU) awards for eligible roles. New hires may receive an RSU award at the time of hire, with additional RSU refresh grants awarded annually. Top performers in eligible roles may also receive above-market equity refresh awards that enable employees to achieve higher market positioning.

The annual base salary range for full-time employees in this position is $149,800 – $240,750 USD, with variation depending on your city of residence, job-related knowledge, skills, and experience.

Full-time employees also receive a competitive total compensation package that includes employee-led remote and flexible working, comprehensive health benefits, access to the arenaflex for Good charity fund, and a wide range of additional perks designed to support your well-being, your family, and your future.

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other characteristic protected by law. We are committed to providing reasonable accommodations throughout the recruiting process for qualified persons with disabilities.

Apply Today — Shape the Future of Customer Support at arenaflex

If you are a strategic systems leader with a passion for customer experience, a talent for building high-performing teams, and the executive presence to influence at the highest levels of an organization, arenaflex wants to hear from you. This is more than a job — it is an opportunity to define how the world's most important industries harness technology to operate more safely, efficiently, and sustainably.

Take the next step in your career. Join arenaflex and help us build the systems that power the future of connected operations.