Director, Customer Operations – Strategic Leadership for Customer Value Creation

At arenaflex, we understand the significance of delivering exceptional customer experiences and building strong relationships with our valued customers. Our customer operations team is dedicated to creating world-class systems that bring the best of arenaflex to our customers. In a key Customer Division, our Supply Chain and operations team is driving innovation and growth by introducing new products and programs across 15,000+ locations in North America. We are seeking a passionate and results-driven Customer Operations Director to join our team and drive customer value creation.

About arenaflex

arenaflex is a leading global beverage company that has been a household name for over a century. Our commitment to innovation, quality, and customer satisfaction has enabled us to build a strong reputation and loyal customer base. At arenaflex, we believe in empowering our employees to make a meaningful impact and drive business growth. Our company culture is built on collaboration, innovation, and a passion for delivering exceptional customer experiences.

Job Summary

We are seeking a seasoned Customer Operations Director to lead our customer operations team and drive strategic initiatives that enhance customer value creation. The ideal candidate will have a proven track record of success in operations, supply chain, project management, and/or quality management, with a strong focus on customer management and field service operations. The Customer Operations Director will be responsible for building short- and long-term customer operations plans, identifying opportunities to drive quality, service, and productivity, and working closely with business development teams to drive operational products and services.

Key Responsibilities

* Build short- and long-term customer operations plans and identify opportunities to drive quality, service, and productivity across the system.

• Partner with business development teams to drive operational products and services and customer stewardship of the arenaflex value bundle.
• Provide operational subject matter expertise to external portfolio of customers and internal client groups (business development, finance, and marketing).
• Support business development teams in responding to customer issues and escalations, optimizing process to sort, prioritize, and manage customer escalations based on business value.
• Work closely with customer solutions teams to identify and resolve systemic issues impacting customers and arenaflex operational efficiencies.
• Steward high-frequency communication and coordination between business development and operations teams to provide updates on progress and risk within each customer or sales territory.
• Identify drivers of service and create solutions to decrease costs, increase quality, and drive value for the customer.
• Maximize the quality and availability of arenaflex beverages through stewardship of QMC results and recommendations.
• Improve service performance through recommendations to improve in-restaurant beverage operations, advancements in utilization and effectiveness of MyCokeTech, and analyzing service data to better predict, anticipate, and resolve market service challenges.
• Identify areas with needs for equipment investments to support quality and uptime, partnering with business development teams to encourage robust beverage equipment capital planning.
• Work with NAOU Service Operations Managers to drive SLA in markets with challenges.

Qualifications & Requirements

* 7+ years of multiple roles working across functions in operations, supply chain, project management, and/or quality management.

• 2 years of customer operational management experience.
• Travel 25-50%.
• Bachelor's degree or equivalent required.
• The position will be based in Irvine, CA, and is office-based when not traveling.

Functional Skills

* Technical Capability (equipment and online tools): Ability to create operational solutions and utilize system tools to deliver customer value.

• Customer Management: The ability to communicate with customers to resolve issues in a positive way that adds to the arenaflex value bundle.
• Field Service Operations: Knowledge of parts, service, dispatch, and equipment procurement programs as well as restaurant operations including beverage system.
• Data Fluency: Understand how to leverage data to improve field condition and prioritize areas of focus.
• Financial Acumen: Build and manage service, parts, and equipment expense budgets through the ABP and RE process for aligned portfolio.
• Presentation development and delivery: Effectively deliver customer stewardship and the arenaflex operational value proposition both written and verbally.
• Influencing: Able to communicate a compelling story to motivate and align internal and external clients to achieve the desired outcome.
• Strategic Thinking: Able to create a strategic plan that addresses customer needs while also driving company profitability.
• Operations Management: Ability to leverage performance data to measure, track, and adjust process to keep cross-functional teams aligned and on track.

What We Can Do for You

* Large & Connected Network: Ability & exposure to cross-functional connected teams across the globe allow you to enhance and maintain connections that allow us to move faster and learn from others.

• Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.
• Experiences: with a global organization and the opportunity to learn and grow.

Skills

* Leadership

• Influencing
• Sales Process
• Business Planning
• Relationship Building
• Customer Relationship Management (CRM)
• Sales Management
• Organization
• Waterfall Model
• Consultative Sales Management
• Group Problem Solving
• Sales Forecasting
• Communication
• Operational Assessment
• Long Term Planning
• Decision Making
• Business Development
• Solutions Selling

Why Join arenaflex?

At arenaflex, we offer a dynamic and supportive work environment that fosters growth, innovation, and collaboration. Our employees are empowered to make a meaningful impact and drive business growth. We offer a competitive compensation package, comprehensive benefits, and opportunities for professional development and career advancement.

How to Apply

If you are a results-driven and customer-focused professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply Job! Apply for this job