Senior Customer Experience Manager – Global Connected Services & Digital Journey Optimization at arenaflex

About arenaflex – Pioneering the Future of Commercial Mobility

arenaflex is a Fortune 500 leader with a heritage dating back to 1905, renowned worldwide for designing, manufacturing, and supporting a full spectrum of light‑, medium‑, and heavy‑duty trucks. From cutting‑edge diesel engines to innovative financial solutions and a robust parts ecosystem, arenaflex delivers end‑to‑end value to customers across the globe. Our commitment to technology, sustainability, and exceptional service fuels the next generation of transportation solutions.

Why This Role Matters

In the rapidly evolving world of connected vehicles, the Customer Experience Manager – Global Connected Services plays a pivotal role in shaping how owners, dealers, and internal teams interact with arenaflex’s digital products. This position is the guardian of the end‑to‑end digital journey, ensuring every touchpoint—from initial onboarding to post‑sale support—delivers delight, loyalty, and measurable business impact.

Position Overview

Based in Lewisville, TX, the Customer Experience Manager will work as an individual contributor within arenaflex’s Information Technology Division (ITD). You will partner with the brands formerly known as Kenworth, Peterbilt, and arenaflex Parts, as well as with after‑sales, sales, marketing, and product development teams. Your mission is to design, implement, and continuously refine a world‑class customer experience that aligns with arenaflex’s strategic objectives and reinforces our reputation as a technology‑driven industry leader.

Key Responsibilities

• Strategic Planning: Develop and execute multi‑channel experience strategies that elevate customer interactions across web portals, mobile apps, dealer networks, and in‑vehicle services.
• Experience Stewardship: Act as the chief steward of the Global Connected customer experience, championing a customer‑first mindset across all functional groups.
• Journey Mapping: Create detailed, data‑driven customer journey maps that visualize every stage of the digital lifecycle, identifying moments of truth and opportunities for enhancement.
• Insight Generation: Analyze feedback from surveys, NPS scores, usage analytics, and support tickets to uncover pain points and recommend actionable improvements.
• Value Proposition Validation: Collaborate with dealers, sales, and marketing to test and validate value propositions, ensuring they resonate with target audiences and drive adoption.
• Cross‑Functional Alignment: Partner with product development, after‑sales, and service teams to synchronize experience initiatives with product roadmaps and business goals.
• Service Standards Design: Define and codify service standards, guidelines, and best‑practice playbooks that guarantee consistent, high‑quality interactions.
• Training & Enablement: Lead internal workshops and training sessions to embed customer‑centric methodologies throughout arenaflex.
• Performance Monitoring: Establish, track, and report on KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), retention rates, and loyalty metrics, delivering insights to senior leadership.
• Continuous Improvement: Drive iterative enhancements using agile principles, ensuring the experience evolves in step with technology advances and market expectations.

Essential Qualifications

• Minimum 5 years of experience in customer service, customer experience management, or a closely related discipline.
• Proven expertise with CX platforms, CRM systems (e.g., Salesforce, Microsoft Dynamics), and data‑analytics tools (e.g., Tableau, Power BI).
• Strong grasp of project management fundamentals, including scope definition, stakeholder communication, and risk mitigation.
• Demonstrated ability to influence cross‑functional teams and senior executives through clear, persuasive communication.
• Exceptional attention to detail, coupled with a results‑oriented mindset and a passion for delivering measurable outcomes.
• Excellent interpersonal, presentation, and storytelling skills, with the ability to translate complex data into compelling narratives.
• Flexibility to adapt work schedules to meet business demands and willingness to travel up to 30 % of the time.

Preferred Qualifications & Certifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Professional certification such as Certified Customer Experience Professional (CCXP) or equivalent.
• Experience within the automotive or commercial‑vehicle industry, particularly with connected‑vehicle platforms.
• Familiarity with agile development environments and digital product lifecycles.
• Knowledge of regulatory compliance and data‑privacy standards relevant to connected services.

Core Skills & Competencies

• Analytical Acumen: Ability to synthesize quantitative and qualitative data into strategic insights.
• Customer‑Centric Design: Expertise in journey mapping, service blueprinting, and experience prototyping.
• Collaboration: Strong partnership skills to work effectively with dealers, engineers, marketers, and senior leaders.
• Communication: Clear, concise, and compelling written and verbal communication, tailored to diverse audiences.
• Change Management: Proven track record of leading cultural shifts toward a customer‑first organization.
• Technology Fluency: Comfort with emerging digital platforms, IoT ecosystems, and mobile application environments.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Experience Manager, you will have access to:

• Leadership mentorship programs that connect you with senior executives across the global organization.
• Continuous learning stipends for certifications, conferences, and advanced coursework in CX, data analytics, and digital transformation.
• Opportunities to lead high‑visibility, cross‑regional initiatives that shape the future of connected services.
• A clear career pathway toward senior CX leadership roles, product management, or strategic operations positions within arenaflex.

Work Environment & Culture at arenaflex

Our IT Division fosters an inclusive, collaborative, and innovative atmosphere. Employees enjoy:

• A hybrid work model that balances remote flexibility with vibrant on‑site collaboration spaces in Lewisville.
• Regular team‑building events, hackathons, and idea‑sharing forums that encourage creative problem‑solving.
• Employee resource groups that celebrate diversity, including the arenaflex Women’s Association, PRIDE network, and multicultural affinity circles.
• Ongoing training on unconscious bias, allyship, and inclusive leadership to ensure a respectful, equitable workplace.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your financial security, health, and well‑being:

• Base salary commensurate with experience, plus performance‑based bonuses.
• 401(k) plan with up to a 5 % company match and a fully funded pension plan.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to manage out‑of‑pocket expenses.
• Generous paid time off—including a minimum of 10 vacation days, 12 paid holidays, and sick leave—plus additional days based on tenure.
• Tuition reimbursement for continued education and professional development.
• Short‑ and long‑term disability insurance, life and accidental death & dismemberment coverage.
• Employee Assistance Program (EAP) offering wellness resources, financial counseling, and estate planning support.

Diversity, Equity & Inclusion at arenaflex

arenaflex is an Equal Opportunity Employer that values the unique perspectives each individual brings. Our commitment to diversity drives innovation, better decision‑making, and higher employee engagement. The IT Division actively promotes inclusion through mentorship, events, and an empowered Diversity Council. We proudly support women in technology, veterans, people with disabilities, and the LGBTQ+ community.

How to Apply

If you are ready to lead the transformation of the connected‑vehicle experience and thrive in a dynamic, technology‑forward environment, we want to hear from you. Submit your resume and a compelling cover letter outlining how your background aligns with the responsibilities and qualifications outlined above. Join arenaflex and help shape the future of mobility.

Take the Next Step

At arenaflex, your ideas matter, your growth is supported, and your impact is visible. Apply today and become a catalyst for exceptional customer experiences worldwide.