Experienced Senior Manager, Customer Experience Strategy – Visionary Leader for Amazon AIR
Are you a seasoned leader with a passion for driving customer experience excellence? Do you have a proven track record of developing and executing strategic plans that deliver exceptional results? If so, we invite you to join our dynamic team at arenaflex as a Senior Manager, Customer Experience Strategy. This is an exciting opportunity to make a meaningful impact on a global scale and be part of a company that is revolutionizing the way people live, work, and play.
About arenaflex
arenaflex is a world-renowned company that is committed to delivering exceptional customer experiences across all touchpoints. Our AIR team is dedicated to advocating for our customers, driving Air Performance across the network, and setting up strategies for improvement. We are a team of innovators, thinkers, and doers who are passionate about making a difference in the lives of our customers.
Job Summary
As a Senior Manager, Customer Experience Strategy, you will 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 will analyze potential programs to identify those that are best aligned with our strategic customer experience objectives and integrate within operational planning cycles. Your 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) to ensure alignment with business objectives
- Leverage program controllership mechanisms to drive accountability and mitigate risk
- Force multiply through talent management practices and corresponding guiding principles
- Develop and execute strategic plans that deliver exceptional results
- Collaborate with business partners to set business objectives, define success metrics, and generate delivery roadmaps
- 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 from an accredited university or 5 years of related experience
- 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
Preferred Qualifications
* 10+ years of program or project management experience
- 8+ years of working cross-functionally with tech and non-tech teams
- Master's degree from an accredited university or 5 years of related experience
- 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 leadership and strategic planning skills
- Excellent communication and collaboration skills
- Ability to analyze complex data and develop insights-driven recommendations
- Experience with program controllership mechanisms and talent management practices
- Strong business acumen and understanding of customer experience principles
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects
- Strong problem-solving and analytical skills
Career Growth Opportunities and Learning Benefits
* Opportunities for professional growth and development in a dynamic and innovative company
- Access to training and development programs to enhance skills and knowledge
- Collaborative and supportive work environment with a diverse team of professionals
- Opportunities to work on high-impact projects and initiatives that drive business results
- Recognition and rewards for outstanding performance and contributions
Work Environment and Company Culture
* arenaflex is a remote-friendly company that offers flexible work arrangements
- Collaborative and supportive work environment with a diverse team of professionals
- Opportunities to work on high-impact projects and initiatives that drive business results
- Recognition and rewards for outstanding performance and contributions
- arenaflex is committed to diversity, equity, and inclusion and offers a range of benefits and programs to support employees and their families
Compensation, Perks, and Benefits
* Competitive salary range from $136,200/year to $225,200/year based on location and experience
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
- Full range of medical, financial, and other benefits, including:
+ Medical, dental, and vision coverage + Maternity and parental leave options + Paid time off (PTO) + 401(k) plan + Dependent care assistance + Employee assistance program (EAP)
How to Apply
If you are a motivated and experienced leader who is passionate about driving customer experience excellence, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job