Experienced Senior Manager, Customer Experience Strategy, Insights, & Programs – Driving AIR Excellence at arenaflex
Are you ready to soar with one of the most exciting teams at the world's most customer-centric company? Then come join arenaflex, where innovation meets customer obsession! Our AIR Customer Experience Strategy, Insight and Program team is on a mission to advocate for our customers, drive Air Performance across the network, and provide the optimal outcome for Air's most important stakeholders. We're looking for a highly skilled and motivated Senior Manager, CX Strategy, Insight and Program to help drive this vision via using data-driven insights.
About arenaflex
arenaflex is a world-renowned leader in e-commerce, technology, and innovation. Our commitment to customer obsession, operational excellence, and long-term thinking has enabled us to become one of the most successful companies in the world. At arenaflex, we're passionate about empowering our customers to live their best lives, and we're dedicated to making a positive impact on the communities we serve.
About the AIR Customer Experience Strategy, Insight and Program Team
Our team is responsible for setting the strategic direction for AIR customer experience, leveraging program controllership mechanisms to drive accountability and mitigate risk, and force multiplying through talent management practices and corresponding guiding principles. We're a collaborative and dynamic team that's passionate about delivering exceptional customer experiences and driving business growth.
Job Summary
As a Senior Manager leading our CX Strategy, Insight and Program team, you'll be responsible for establishing a strategic AIR customer experience vision, leveraging program controllership mechanisms to drive accountability and mitigate risk, and force multiplying through talent management practices and corresponding guiding principles. You'll analyze potential programs to identify those that are best aligned with our strategic customer experience objectives, and integrate within operational planning cycles (OP1 and OP2). This vision will serve as the foundation for multi-objective optimization, resource allocation, and program prioritization.
Key Responsibilities
* Establish and maintain cross-organizational alignment on a unified AIR customer experience vision
- Analyze potential programs to identify those that are best aligned with our strategic customer experience objectives
- Integrate within operational planning cycles (OP1 and OP2)
- Leverage program controllership mechanisms to drive accountability and mitigate risk
- Force multiply through talent management practices and corresponding guiding principles
- Provide structured development and training resources for team members and key external stakeholders
- Embed a culture of collective intelligence to drive continuous improvement at scale
Essential Qualifications
* 8+ years of program or project management experience
- Bachelor's degree
- Experience owning program strategy and end-to-end delivery
- Experience managing teams of 6 or more
- Experience defining and executing program requirements
- Experience in Supply Chain Management, Cross Organizational Strategy, programs, or other field from an accredited university or 5 years or related experiences
Preferred Qualifications
* 10+ years of program or project management experience
- 8+ years of working cross-functionally with tech and non-tech teams experience
- Masters degree
- Experience leveraging data-driven insights to lead strategic discussions
- Experience setting business objectives, defining success metrics, and generating delivery roadmaps
- Experience working with major airline / transportation / supply chain companies in a strategic leadership role
Skills and Competencies
* Strong program management skills, with experience owning program strategy and end-to-end delivery
- Excellent leadership and communication skills, with experience managing teams of 6 or more
- Ability to analyze complex data and drive strategic decisions
- Experience working with cross-functional teams, including tech and non-tech teams
- Strong problem-solving skills, with experience mitigating risk and driving accountability
- Ability to embed a culture of collective intelligence and drive continuous improvement at scale
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager, you'll have access to a range of learning and development opportunities, including:
- Leadership development programs
- Training and development resources
- Mentorship and coaching
- Opportunities for career advancement
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment that's passionate about innovation and customer obsession. Our company culture is built on a set of core values that include:
- Customer obsession
- Ownership
- Invention
- Are Right, A Lot
- Learn and Be Curious
- Hire and Develop the Best
- Frugality
- Bias for Action
Compensation, Perks, and Benefits
arenaflex offers a comprehensive compensation package that includes:
- Competitive base salary
- Equity and sign-on payments
- Medical, dental, and vision coverage
- Paid time off (PTO)
- 401(k) plan
- Other benefits and perks, including flexible work arrangements and professional development opportunities
How to Apply
If you're passionate about customer experience and want to make a meaningful impact at arenaflex, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, and we'll be in touch to discuss your qualifications further.
Equal Employment Opportunity
arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [insert link]. Apply for this job