Director, Customer Operations – Strategic Account Leadership, Equipment Solutions & Supply Chain Excellence

About arenaflex

At arenaflex, we are reimagining how operational excellence drives customer success in the fast-paced beverage and consumer products industry. Our mission is to become our customers' most valued supplier by delivering unmatched quality, service, and value across every touchpoint. We partner with iconic and emerging brands, serving an expansive and diverse customer base that includes retail chains, grocery outlets, theme parks, movie theatres, restaurants, convenience stores, and specialty venues. Every day, we bring energy, innovation, and precision to the partnerships that keep the world's favorite beverages flowing.

We are looking for a dynamic, forward-thinking leader to join our high-performing Roark Account Team as the Director, Customer Operations. This is a remote position based in the United States, with up to 25% travel. If you thrive at the intersection of strategy, customer engagement, and operational leadership, this is your opportunity to make a measurable impact on a portfolio of national accounts.

Position Summary

The Director, Customer Operations at arenaflex is responsible for interfacing directly with customers and the account team to configure, lead, and own the fulfillment of account-based equipment, service, and supply chain solutions. This role plays a pivotal part in supporting our customer value-creation strategy, driving beverage quality, revenue growth, and profitability across the system, while ensuring disciplined cost management.

As a senior leader on the Roark Account Team, you will build comprehensive customer operations plans, identify opportunities to enhance quality and service, and lead initiatives that drive productivity and category growth. You'll serve as the operational subject matter expert for both external customers and internal partners across sales, finance, and marketing.

Key Responsibilities

• Customer Selling & Stewardship: Lead customer selling efforts for operational products and services, while serving as a trusted steward of long-term customer relationships across a portfolio of national accounts.
• Subject Matter Expertise: Provide operational expertise to an external portfolio of customers and internal client groups, including sales, finance, and marketing, ensuring alignment on strategy and execution.
• Business Operational Planning: Lead short- and long-term business operational planning to identify key opportunities that drive beverage quality, cost reduction, and category growth.
• Project Leadership: Develop detailed project plans with timelines, forecasts, resource allocation, and financial impact assessments for key operational initiatives. Lead internal project teams and manage all project communication with customers and the account team.
• Annual Business Planning: Lead the development of annual business plans for Net Service Expense and Capital for your assigned portfolio of national accounts.
• Cost & Quality Solutions: Identify key drivers of service and create innovative solutions related to beverage equipment that decrease costs, increase quality, and deliver additional profit to both the customer and arenaflex.
• Cross-Functional Collaboration: Partner with sales, finance, marketing, and supply chain teams to align operational execution with customer strategy and corporate objectives.
• Data-Driven Decision Making: Leverage data manipulation and analysis to inform strategic decisions, optimize operations, and present actionable insights to stakeholders.

Essential Qualifications

• Education: Bachelor's degree (BS/BA) or equivalent required.
• Customer-Facing Experience: Previous experience in a face-to-face customer sales or operations role calling on senior-level buyers.
• Customer Management: 3 or more years of customer management experience or customer operational management experience.
• Operations Experience: 2–4 years of general operations experience.
• Project Management: 2–4 years of project management experience.
• Data & Analytics: Experience working with data, including manipulation and analysis.

Preferred Qualifications

• Advanced Degree: Master's degree (MS/MA/MBA) or equivalent preferred.
• Industry Knowledge: Prior experience in the beverage, consumer products, or foodservice industries is highly desirable.
• Strategic Account Management: Demonstrated success managing national or strategic accounts with measurable revenue and profit impact.

Functional Skills & Competencies

• Technical Capability: Able to create operational solutions and effectively utilize system tools, equipment platforms, and online resources to deliver customer value.
• Financial Acumen: Skilled in building and managing service and equipment expense budgets through the Annual Business Plan (ABP) and RE processes for the aligned portfolio.
• Presentation & Delivery: Proficient in utilizing customer value (C4V) methodology and tools to deliver impactful customer stewardship and the arenaflex operational value proposition—both written and verbal.
• Influencing & Communication: Able to communicate a compelling, data-backed story to motivate and align internal and external stakeholders toward a shared outcome.
• Strategic Thinking: Capable of creating a strategic plan that addresses customer needs while simultaneously driving company profitability and long-term growth.
• Problem Solving: Adept at group problem solving and decision making in complex, fast-moving environments.
• Relationship Building: Strong relationship management skills with a focus on long-term partnership development.
• Sales Process & Forecasting: Experienced in consultative sales management, sales forecasting, and solutions selling across diverse customer segments.

What You Can Expect at arenaflex

Iconic & Innovative Brand Portfolio

Our portfolio represents over 250 products with some of the most popular and beloved brands in the world. You'll work alongside industry-leading names and contribute to brands that shape consumer experiences daily.

Expansive & Diverse Customer Base

You'll engage with a diversified group of customers, ranging from retail and grocery outlets to theme parks, movie theatres, restaurants, and many more—each presenting unique challenges and growth opportunities.

Growth & Development

At arenaflex, we believe in continuous learning and growth. We operate with a growth mindset, take an expansive approach to what's possible, and invest in our people through mentorship, training, and career advancement opportunities. Whether you aim to deepen your expertise in operations or expand into broader strategic leadership, we'll support your journey.

Inclusive & Agile Culture

We are committed to fostering an inclusive culture grounded in our company purpose. We act with curiosity, lead with empowerment, embrace inclusion, and move with agility. We believe that how we work is just as important as what we achieve—and our culture is one of the reasons our company continues to thrive.

Compensation & Benefits

• Base Pay Range: $134,800 – $165,200, depending on geography, job-related knowledge, skills, and experience.
• Annual Incentive: 30% reference value, a market-based competitive target tied to performance.
• Comprehensive Benefits: A full range of medical, financial, and other benefits, dependent on position and location.
• Remote Flexibility: Work remotely from anywhere in the United States with up to 25% travel to engage with customers and internal teams.
• Career Impact: Lead high-visibility initiatives that directly influence customer satisfaction, operational efficiency, and profitability.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, or basis of disability or any other federal, state, or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards, best practices, and applicable privacy laws.

Ready to Make an Impact?

If you're a strategic thinker, a relationship builder, and an operational leader who thrives on solving complex challenges and driving customer success, we invite you to bring your talents to arenaflex. This is more than a job—it's an opportunity to shape the future of customer operations for some of the world's most recognized brands. Join us, and let's refresh the world together.