**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!
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