Experienced Business Program Manager – Digital Customer Success & Intelligent Enterprise Solutions Leadership

Shape the Future of Connected Customer Experiences at arenaflex

At arenaflex, we believe that every interaction a customer has with our organization should feel intuitive, meaningful, and valuable — not just as a one-time transaction, but as the beginning of a lasting, trust-based relationship. With a workforce of over 18,000 professionals spanning the globe, the arenaflex Customer Experience & Success (CE&S) organization stands at the forefront of a bold transformation: reimagining what it means for a technology company to deliver an end-to-end experience that truly puts the customer at the center of everything we do. Our mission is clear — to build a future where customers choose arenaflex not only for our industry-leading products and services, but for the differentiated, connected, and personalized experiences that surround those offerings.

We are seeking an exceptional and strategic-minded Business Program Manager – Digital Customer Success to join our Digital Customer Success Unit. In this pivotal role, you will be at the intersection of product strategy, customer insight, and engineering execution — driving the creation and delivery of agile, intelligent digital solutions that directly bridge the gaps between what our customers and partners need and the business outcomes they aspire to achieve. If you are a product leader who thrives in ambiguity, is energized by data-driven decision-making, and finds deep satisfaction in orchestrating cross-functional collaboration across diverse stakeholder groups, this is your opportunity to make a profound and measurable impact.

The Digital Customer Success Unit at arenaflex operates with the agility of a startup within a global enterprise. We are a team of builders, problem-solvers, and customer advocates who believe that digital innovation doesn't happen in silos — it happens when business strategy, engineering excellence, and genuine empathy for the customer come together under one roof. We are looking for someone who shares this philosophy and is ready to step into a role where every sprint, every roadmap decision, and every customer feedback loop directly shapes the experience of millions of users around the world.

About This Role

As a Business Program Manager – Digital Customer Success at arenaflex, you will serve as a product leader with end-to-end ownership of the digital experiences that power customer success across our internal teams, partners, and end-users. Your mandate extends far beyond traditional program management — you will be a strategic thinker, a skilled communicator, and a relentless advocate for the customer. You will work closely with engineering teams, data scientists, commercial systems technologists, customer success account managers (CSAMs), and executive leadership to design, prototype, validate, launch, and scale digital solutions that solve real customer problems.

This role offers the flexibility to work remotely up to 100% of the time, reflecting arenaflex's commitment to empowering employees with the autonomy to work in the way that suits them best. Whether you prefer the structure of a home office, the energy of a shared workspace, or a hybrid blend, arenaflex provides the tools, culture, and trust to help you do your best work — wherever you are.

Core Focus Areas for This Position

The success of this role will be measured against four foundational pillars that define how arenaflex approaches digital customer experience:

1. Bridge Gaps

You will identify and address critical experience gaps between customer needs and current digital capabilities. Through agile development methodologies and close collaboration with cross-functional teams, you will accelerate both business outcomes and customer success — ensuring that every digital touchpoint delivers measurable, tangible value.

2. Customer Lens

Every solution you touch will be evaluated through a customer-centric lens. You will ensure that digital experiences are tightly aligned with real customer needs, evolving business priorities, and the strategic goals of our Customer Success Account Management (CSAM) teams. Your work will optimize how customers realize value from our digital capabilities, driving adoption, engagement, and long-term loyalty.

3. Hyper Focus

In a fast-paced, results-oriented environment, you will develop and rigorously test 1–2 prioritized digital customer experiences per quarter. From initial ideation and design through to production-grade proof-of-concept (PoC) delivery, you will partner closely with arenaflex Commercial Systems Technology (CST) teams and the CSBI Data Science group to validate assumptions, iterate rapidly, and deliver solutions that are grounded in both customer insight and technical feasibility.

4. Get to Scale

Perhaps the most critical phase of any innovation is scaling it for impact. Once a solution is validated, you will lead the effort to land and expand it across multiple solution areas, customer segments, and geographies — amplifying its impact and ensuring that the value it delivers reaches as many customers as possible.

Key Responsibilities

Partnership and Cross-Functional Collaboration

• Build and sustain strong cross-team coordination and a vibrant community of business stakeholders and engineers to address pressing challenges and unlock new opportunities at the intersection of business strategy and technology integration.
• Garner genuine buy-in and organizational alignment by presenting a compelling vision, strategy, and roadmap to internal stakeholders at all levels — from individual contributors to executive leadership.
• Engage with stakeholders to clarify evolving requirements, navigate changing customer needs, discuss real-world scenarios, and communicate the features and user stories that bring solutions to life.
• Act as an internal advocate, proactively soliciting input and building consensus around priorities, deliverables, resource allocation, and critical dependencies to ensure expected outcomes are met on time and on target.

Solution Definition and Strategic Design

• Support and help shape the vision, strategy, and overall experience for a defined solution area within a specific business domain — ensuring tight alignment between technical architecture and overarching business strategy.
• Translate complex opportunity areas and customer problem statements into clear, actionable business requirements that engineering teams can execute against with confidence.
• Serve as the critical bridge between customer-facing teams and technical teams, translating customer needs into precise technical specifications and ensuring that engineering work remains grounded in real-world customer value.
• Partner with engineering teams to co-develop solution roadmaps, incorporating both technical constraints and business imperatives into a cohesive, achievable plan of action.
• Define and communicate the features and functionality of solution areas for arenaflex's internal products and tools, contributing directly to design decisions that shape how internal teams and customers interact with our platforms.
• Identify and prioritize problems and solution areas with a strategic eye, proactively surfacing transformational opportunities that will advance business goals — including considerations around privacy, compliance, and employment experience.
• Collaborate with internal stakeholders and customers to validate priorities, ensuring that prioritization decisions are defensible, transparent, and aligned with what truly matters to the people we serve.
• Define clear success criteria and performance metrics — including adoption rates, engagement levels, operational KPIs, OKRs, and success measures — to guide development and evaluate the ongoing impact of delivered solutions.

Solution Delivery and Ongoing Optimization

• Partner closely with engineering teams through every phase of delivery, working to minimize variance between project estimates and actual outcomes, and identifying early opportunities to reuse technical solutions across multiple customers and segments.
• Conduct user acceptance testing (UAT), facilitate focus groups, and synthesize end-user feedback to refine the solution experience and surface unmet needs that can inform future development cycles.
• Monitor and mature solutions after they go live, proactively addressing customer concerns and using thoughtful analysis of post-launch feedback to identify new opportunities and intake requests.
• Leverage defined success metrics to continuously evaluate the performance of technical solutions against their intended business objectives.
• Engage with Voice of the Customer (VoC) tools and support channels to gather ongoing feedback, ensuring the solution continues to evolve in response to changing customer expectations.
• Develop clear pathways and playbooks for resolving any issues that arise post-launch, minimizing disruption and maintaining high levels of customer trust and satisfaction.

Thought Leadership and Organizational Influence

• Maintain deep, up-to-date expertise in both the evolving technology landscape and core business operations, ensuring that all recommended and delivered solutions are congruent and deliver genuine business value.
• Serve as a trusted, influential voice at the decision-making table for both business and technical teams, capable of articulating the "why" behind recommendations and navigating complex trade-offs with clarity.
• Identify challenges and opportunities with a holistic understanding of the interplay between business needs, technical capabilities, and solution delivery realities.
• Prepare business users for organizational change resulting from new technical solutions, developing change management strategies that reduce friction and accelerate adoption.
• Implement and monitor change and adoption programs, partnering across teams to engage internal audiences, prepare them for what's coming, and rigorously evaluate the results of those efforts.
• Facilitate effective information sharing through arenaflex's internal employee platforms and tools, ensuring that knowledge flows freely and organizational learning compounds over time.

Portfolio and Project Management

• Track, coordinate, and communicate end-to-end project schedules for your assigned solution areas, keeping all stakeholders informed and aligned on timelines, milestones, and critical path dependencies.
• Hold teams and stakeholders accountable to agreed-upon schedules, escalating risks early and working collaboratively to resolve blockers before they impact delivery.
• Track work items, dependencies, and resource utilization against project schedules to enable cohesive, connected user scenarios while stewarding finite resources toward the most impactful goals.

Additional Strategic Responsibilities

• Conduct both qualitative and quantitative analysis to deeply understand current user needs and identify gaps in the customer experience.
• Proactively manage a scenario backlog, ensuring that partner dependencies are identified, tracked, and delivered on time.
• Partner with developer and engineering teams to navigate performance trade-offs, technical challenges, and prioritization decisions.
• Define and drive A/B experimentation plans, ensuring that experiments are statistically rigorous and lead to actionable, meaningful conclusions.
• Partner with key internal and external stakeholders to develop joint product plans, gather comprehensive feedback, manage complex dependencies, and ensure end-to-end customer success.
• Stay current with emerging standards, industry trends, and competitive developments in your feature area, and leverage those learnings to continuously refine and strengthen arenaflex's product roadmap across desktop, mobile, and app-based platforms.
• Own your feature backlog with clarity, urgency, and a strong sense of accountability — treating every backlog item as a commitment to the customer.
• Actively drive and present product plans, sprint reviews, live demonstrations, and competitive analyses to your team, partners, and executive leadership, building confidence and alignment at every level of the organization.

What We're Looking For

Required Qualifications

• A Bachelor's Degree in Business, Operations, Finance, or a related field, combined with 6 or more years of professional experience in program management, process management, process improvement, or software development environments.
• OR equivalent professional experience that demonstrates the requisite skills, judgment, and leadership capability for this role.
• 3 or more years of experience working with data, analytics, and performance metrics — and a demonstrated track record of letting data drive your decision-making.

Preferred Qualifications

• Experience working on or managing end-user facing products and services, with a strong appreciation for and understanding of user experience (UX) principles and practices.
• Hands-on experience with data analysis tools and platforms, including Excel, Power BI, SQL, R, Python/Pandas, or comparable analytics tooling.
• Demonstrated success building and scaling large-scale enterprise solutions — ideally within complex, matrixed organizations.
• Proven project management, leadership, and cross-group collaboration skills, with the ability to influence without formal authority.
• Excellent written and verbal communication skills, with the ability to present complex ideas clearly and persuasively to both technical and non-technical audiences at all organizational levels.
• Strong analytical aptitude, a well-honed problem-solving mindset, and a demonstrated ability to think both strategically and tactically.
• Experience with A/B testing and experimentation frameworks is considered a strong plus.

Skills and Competencies That Will Set You Up for Success

Beyond formal qualifications, we are looking for individuals who bring a distinctive combination of interpersonal and intellectual strengths to this role:

• Customer Empathy: A genuine ability to put yourself in the customer's shoes, understand their pain points, and design solutions that address their most pressing needs.
• Systems Thinking: The ability to see how individual components fit into the larger system, and to design solutions that are coherent, scalable, and sustainable.
• Agile Mindset: Comfort with ambiguity and change, and the ability to thrive in an environment where priorities can shift and iteration is the norm.
• Data Fluency: Confidence in using data to tell stories, validate hypotheses, and make the case for particular courses of action.
• Stakeholder Savvy: The interpersonal skill to build trust, manage expectations, and create alignment across diverse groups with sometimes competing priorities.
• Technical Curiosity: A genuine interest in how technology works and a willingness to go deep enough to ask informed questions of engineering partners.
• Bias for Action: The willingness to make decisions, take calculated risks, and learn quickly from the results.

Career Growth and Learning Opportunities

At arenaflex, we view every role as part of a broader journey of professional growth and development. When you join our Digital Customer Success Unit as a Business Program Manager, you are not just taking on a job — you are investing in a long-term career trajectory with a company that genuinely cares about your growth. We offer:

• Access to arenaflex's extensive internal learning platform, with thousands of courses, certifications, and learning paths in product management, data analytics, engineering fundamentals, and leadership development.
• Mentorship programs that connect you with senior leaders and experienced practitioners across the organization.
• Opportunities to attend industry conferences, workshops, and innovation summits — with arenaflex's support.
• A culture that actively encourages internal mobility, meaning the skills you build here can open doors to new roles, new teams, and new challenges as your career evolves.
• Leadership development programs designed to prepare high-potential program managers for senior individual contributor and people leadership roles in the future.

Work Environment and Culture at arenaflex

arenaflex is more than a workplace — it is a community built on a foundation of shared values. Our culture is defined by a growth mindset: we believe that abilities can be developed, that challenges are opportunities to learn, and that feedback is a gift. We innovate to empower others, collaborate to realize our shared goals, and hold ourselves accountable to the highest standards of respect, integrity, and accountability.

We are deeply committed to fostering a culture of inclusion, where every person — regardless of background, identity, or perspective — feels welcome, valued, and empowered to bring their whole selves to work. Diversity of thought and experience is not just a goal at arenaflex; it is a fundamental ingredient of the innovation and excellence we strive for every day. When you join us, you become part of an organization that doesn't just tolerate differences — it celebrates and leverages them to build better products, better experiences, and a better world.

The flexibility to work remotely — up to 100% — is not just a benefit; it reflects our trust in you as a professional and our commitment to supporting the way you do your best work. From virtual team rituals to asynchronous collaboration tools, arenaflex has invested heavily in creating a remote-first infrastructure that keeps teams connected, productive, and engaged, no matter where they are located.

Compensation, Perks, and Benefits

arenaflex is committed to fair, competitive, and transparent compensation that recognizes the skills, experience, and impact you bring to the organization. For this role, the typical base pay range across the United States is USD $115,000 to $200,300 per year. For positions based in the San Francisco Bay Area and New York City metropolitan area, the base pay range is USD $146,200 to $219,200 per year, reflecting the unique market dynamics of those regions.

In addition to competitive base compensation, this role may be eligible for a comprehensive benefits package that includes:

• Health and Wellness: Comprehensive medical, dental, and vision coverage for you and your eligible dependents, plus access to mental health resources, wellness programs, and fitness benefits.
• Financial Wellbeing: A generous 401(k) or retirement savings plan with company matching contributions, employee stock purchase plans, and financial planning resources.
• Time Off: Generous paid time off, including vacation, sick leave, and company-recognized holidays, plus additional leave for life events and personal wellness.
• Parental and Family Leave: Comprehensive parental leave policies that support you through one of life's most meaningful transitions.
• Professional Development: Annual learning and development stipends, tuition reimbursement programs, and access to certification funding to support your continuous growth.
• Remote Work Support: Home office setup stipends, internet and phone allowances, and access to co-working spaces if and when you need them.
• Community and Connection: Employee resource groups (ERGs), virtual social events, team-building activities, and a global network of colleagues who share your passions and interests.

For more detailed information about the full benefits package available at arenaflex, we encourage you to explore our careers portal, where you will find comprehensive breakdowns of everything from health coverage options to retirement planning tools.

Join Us — Help Build the Future of Customer Experience

This is more than a job posting — it is an invitation to join a team of passionate, purpose-driven individuals who are redefining what it means to deliver extraordinary customer experiences at scale. If you are a strategic thinker who is equally at home in a product strategy discussion as you are in an engineering stand-up, who gets energized by data and motivated by customer impact, and who wants to build your career at a company that genuinely values growth, collaboration, and inclusion — we want to hear from you.

At arenaflex, we don't just build products. We build trust. We build relationships. And we build experiences that help every person and every organization on the planet achieve more. The work you do here will directly shape how millions of customers experience our organization — and that is a responsibility we do not take lightly. We hope you'll join us in meeting it with passion, creativity, and excellence.

arenaflex is an equal opportunity employer. We are committed to building a workforce that is as diverse and vibrant as the world we serve. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances.

If you require a reasonable accommodation during the application process due to a disability or other protected characteristic, please reach out to our accessibility team — we are here to ensure that every candidate has an equal opportunity to apply and succeed.

Ready to make an impact? We are excited to review your application and learn more about how your unique experience and perspective could contribute to the arenaflex mission. Apply today, and take the next step in a career that truly matters.

Apply Now to Join the arenaflex Team