Manager Operations Process – Customer Experience Strategy & Continuous Improvement (Remote)

About arenaflex

arenaflex is a forward-thinking retail and customer experience organization dedicated to redefining how customers engage with the brands they love. With a nationwide footprint of stores and a growing digital ecosystem, arenaflex has built its reputation on operational excellence, innovation, and an unwavering commitment to delivering seamless shopping experiences across every channel. Our team operates at the intersection of strategy, technology, and frontline execution, ensuring that every store, every process, and every customer interaction reflects the quality and reliability our name has come to represent.

At arenaflex, we believe that great customer experiences are not accidental — they are engineered through disciplined process design, data-driven decision making, and the relentless pursuit of improvement. Our Operations team is the backbone of that philosophy, partnering with field leadership, store managers, and cross-functional strategy groups to identify opportunities, design solutions, and drive meaningful change at scale. If you are a process-driven leader who thrives on turning complexity into clarity and ambiguity into action, this is the opportunity to make a measurable impact from anywhere in the country.

Position Overview

arenaflex is seeking a highly motivated and strategically minded Manager of Operations Process – Customer Experience to join our remote Operations team. In this role, you will own store operations processes within your designated area of responsibility while leading high-impact projects that elevate the customer experience and improve the bottom line for our stores. You will serve as a trusted partner to the Operations Strategy Team, field leadership, and a small group of Business Analysts, providing both thought leadership and hands-on project management.

This is not a role for someone who simply maintains the status quo. The Manager of Operations Process at arenaflex is a change agent — someone who can analyze the fundamental components of complex problems, communicate clear courses of action, and drive initiatives from concept through execution. You will balance day-to-day operational ownership with strategic project leadership, all while building strong, effective partnerships with stores and field teams across the organization.

Key Responsibilities

• Process Analysis & Problem Resolution: Analyze the fundamental components of operational challenges and communicate the correct course of action to your team and the appropriate resolution to field leadership. Serve as the go-to expert for diagnosing root causes and recommending sustainable fixes.
• Process Improvement & Value Creation: Develop and implement changes that improve overall store operations processes, with a focus on initiatives that add measurable value to the stores' bottom line. Manage and drive core store operations projects and continuous improvement efforts from inception to completion.
• Project & Work Plan Management: Manage day-to-day processes related to your area of responsibility. Create, maintain, and refine detailed project work plans that keep initiatives on track, on budget, and aligned with strategic goals.
• Issue & Roadblock Management: Anticipate, identify, and resolve issues and roadblocks that arise within your area of responsibility. Proactively respond to unanticipated store needs arising from a variety of inputs and manage the action steps necessary for successful execution of both strategic projects and process improvements.
• Stakeholder Partnership & Communication: Communicate effectively and build strong, effective partnerships with field/stores and across all levels of arenaflex. Prepare and deliver high-level insights and recommendations based on multiple analyses of industry trends, competitive landscape, and consumer data for your area of expertise.
• Training, Guidance & Mentorship: Provide guidance and training specific to your area of expertise. Collaborate with cross-functional partners to translate data findings into clear verbal and written recommendations, demonstrating deep proficiency and understanding of specific processes.
• Knowledge Stewardship: Maintain a robust knowledge base regarding specific operations and processes within store operations, ensuring institutional knowledge is preserved, documented, and accessible.
• People Leadership: Responsible for the appropriate selection, performance appraisal, professional development, and, when necessary, termination of your support team, which typically includes 2–5 Business Analysts.

Direct Manager & Direct Reports

• Direct and indirect reports typically include 2–5 Business Analysts.
• The role frequently requires persuasion and influencing of others across the organization.
• You will assign and review the work of others, defining priorities once general assignments are received.
• Procedures for analyzing situations and drawing conclusions are diverse, requiring you to consider many different options and approaches when solving problems.
• You will determine priorities and define what should be done and how to do it within your area of responsibility.

Travel Requirements

• This role typically requires overnight travel less than 10% of the time, allowing you to remain primarily remote while still engaging with stores and field teams when needed.

Working Environment

The Manager of Operations Process at arenaflex works primarily in a comfortable indoor remote setting. The role operates under constant pressure to continuously meet tight deadlines, demanding performance goals, and challenging situations — but you will be supported by a collaborative team and leadership that values resilience, resourcefulness, and results. On rare occasions, there may be a need to move or lift light articles.

Qualifications

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• A bachelor's degree or equivalent degree in a field of study related to the job (e.g., Business Administration, Operations Management, Supply Chain, or related discipline).
• A minimum of 5 years of work experience in operations, retail, process management, or a related field.

Preferred Qualifications

• PMI (Project Management Institute) certification preferred.
• 3 years of retail experience or process management experience in a related area.
• Prior leadership or management experience overseeing analysts or project teams.
• Formal training or certification in Lean, Six Sigma, or other continuous improvement methodologies.

Skills & Competencies for Success

To thrive in this role at arenaflex, you will bring a blend of analytical horsepower, strategic thinking, and people leadership. Specifically, we are looking for candidates who demonstrate:

• Strong Business & Functional Knowledge: Deep understanding of store operations, retail environments, and the field/stores you support.
• Leadership & Management Acumen: Prior experience leading teams, developing talent, and driving performance through others.
• Operations & Retail Expertise: Strong operations, retail, and/or field experience with a proven ability to translate that expertise into process improvements.
• Partnership & Communication Skills: Exceptional ability to partner and communicate well with field leaders, store managers, and cross-functional partners across arenaflex.
• High Sense of Urgency: A bias for action and an innate ability to respond quickly to field needs and emerging issues.
• Strategic & Big-Picture Thinking: Strong ability to see beyond the immediate task and connect daily work to broader organizational goals.
• Quantitative & Analytical Skills: Strong skills in statistics, data analysis, and the interpretation of complex business information to generate actionable insights.
• Project Management Discipline: Comfort managing multiple workstreams, work plans, and competing priorities simultaneously.

Career Growth & Learning Opportunities

At arenaflex, we believe that investing in our people is the most important investment we make. As a Manager of Operations Process, you will have access to a rich set of development opportunities designed to accelerate your career trajectory, including:

• Mentorship from senior leaders within the Operations Strategy Team and broader organization.
• Sponsorship and support for advanced certifications such as PMI, Six Sigma, Lean, and other industry-recognized credentials.
• Cross-functional exposure to merchandising, supply chain, technology, and customer experience strategy.
• Structured leadership development programs for high-potential managers.
• Opportunities to lead enterprise-level projects with visibility to executive leadership.
• A clear pathway toward senior operations leadership roles, including Senior Manager, Director of Operations, and beyond.

Compensation, Perks & Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package designed to support the health, well-being, and financial future of our team members. While specific offerings may vary by location, our typical benefits include:

• Competitive base salary with annual performance-based bonus opportunities.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid time off, holidays, and personal wellness days.
• Remote work flexibility with home office stipend and equipment provided.
• Tuition reimbursement and ongoing professional development support.
• Employee discounts on arenaflex products and services.
• Access to mental health, financial planning, and family support resources.

Why Join arenaflex?

Joining arenaflex means joining a company that genuinely values curiosity, accountability, and the courage to challenge the way things have always been done. Our culture is built on collaboration, respect, and a shared sense of purpose — to make every customer interaction simpler, faster, and more delightful. You will be surrounded by talented professionals who care deeply about their craft and about each other, and you will have the autonomy to make decisions, the resources to execute them, and the platform to be recognized for your impact.

If you are a process-driven leader who is energized by complex challenges, who can move seamlessly between strategic thinking and tactical execution, and who is passionate about elevating the customer experience through operational excellence, we want to hear from you.

How to Apply

Ready to shape the future of customer experience at arenaflex? We encourage you to submit your resume and a brief cover letter outlining your relevant experience and what excites you about this opportunity. arenaflex is an equal opportunity employer and values diversity at all levels of the organization. We look forward to welcoming the next great operations leader to our remote team.