Senior Manager of Digital Identity Customer Experience – Retail Operations & Omnichannel Strategy (Remote, USA)

About arenaflex and the Opportunity Ahead

arenaflex stands at the forefront of retail innovation, committed to reimagining how millions of customers engage with the brands they love every day. As one of the most influential organizations in the industry, arenaflex invests heavily in understanding who its customers are, what they need, and how to deliver experiences that exceed expectations at every touchpoint. The Customer Digital Identity team at arenaflex is central to this mission, building the connective tissue that links digital engagement, in-store experience, and backend data into one seamless view of the customer journey.

This is a rare opportunity for a strategic, customer-obsessed operations leader to join arenaflex as a Senior Manager, Operations – Identity Customer Experience. In this remote role based in the United States, you will lead the design, execution, and scaling of identity-driven initiatives across arenaflex retail environments. Your work will directly shape how customers are recognized, served, and delighted—whether they are checking out at a register, engaging with a service desk, or interacting through digital channels. If you thrive in complex, matrixed organizations and are passionate about turning data and customer insight into measurable business outcomes, arenaflex wants to hear from you.

Position Summary

The Senior Manager of Operations will own the execution roadmap for digital identity initiatives within the Customer Digital Identity organization at arenaflex. Working in close partnership with Product, Engineering, Analytics, Field Operations, and Omni-Experience teams, you will translate high-level customer experience strategy into actionable test plans, in-store pilots, and scaled rollouts. The ideal candidate brings a rare blend of retail operations expertise, stakeholder management finesse, and a test-and-learn mindset. You will be the bridge between strategy and execution, ensuring that every identity-related capability arenaflex launches is anchored in real customer need and operational feasibility.

Key Responsibilities

Customer Experience Design and Optimization

• Lead the development of identity customer experiences across a defined set of in-store customer experience touchpoints, including service desks, checkout lanes, and beyond.
• Analyze existing customer experience flows at every touchpoint to identify friction, gaps, and opportunities for improvement in identity capture and recognition.
• Design and document structured tests for identity capture mechanisms, including but not limited to phone number capture at the point of transaction.
• Translate customer experience strategy into detailed execution plans, moving initiatives from concept and paper design through to live implementation.
• Develop and maintain a clear execution roadmap for select experience implementations, ensuring milestones, dependencies, and risks are well understood by all stakeholders.

Cross-Functional Collaboration and Field Execution

• Partner closely with Product, Field Operations, and Analytics teams to develop robust experimentation frameworks and measurement plans.
• Participate in cross-functional working sessions and review forums, partnering with product owners to validate test designs and share findings.
• Manage end-to-end execution of in-field tests, including coordination with store teams, pilot launches, and ongoing performance monitoring.
• Deploy tests in alignment with arenaflex field operations teams, ensuring operational readiness and clear communication across all levels of the organization.
• Collaborate with analytics partners to interpret results, surface insights, and recommend optimizations that drive measurable customer and business impact.

Stakeholder Management and Reporting

• Build and maintain strong working relationships with key arenaflex teams across Ecommerce, Marketing, Walmart+, Data Ventures, and broader revenue organizations to ensure successful execution of identity initiatives.
• Capture stakeholder requirements and translate them into business analyses that inform product and operations roadmaps.
• Design and execute communication plans tailored to senior leadership, field operations, and partner teams, ensuring alignment and visibility at every stage.
• Track the progress of experimentation portfolios, set up reporting structures, develop forecasts, and proactively mitigate risks before they become blockers.
• Influence and build consensus across a wide range of stakeholders, demonstrating political savvy and a collaborative leadership style.

What Will Set You Apart

You will deeply inspire arenaflex if you bring the following qualities and experiences:

• You are passionate about tackling complex, ambiguous challenges and turning them into structured, executable plans.
• You are energized by the opportunity to build digital experiences that operate seamlessly within physical retail environments.
• You are customer-centric at your core and data-driven in your approach to decision making and execution.
• You have a proven ability to influence and build consensus through sophisticated stakeholder management.
• You embrace a test-and-learn mindset, iterating quickly to improve your team's products and processes.
• You bring deep domain expertise in retail point-of-sale operations and have a track record of working effectively with in-store teams.
• You are highly organized, conscientious, and meticulous in execution and follow-through.
• You enjoy traveling to stores, spending time in the field, and building relationships with frontline teams.
• You thrive in complex, matrixed organizations where influence, rather than direct authority, is the path to impact.

How You Will Make an Impact at arenaflex

• Driving the execution of Digital Identity initiatives across arenaflex store environments, ensuring capabilities land effectively and at scale.
• Launching and scaling new capabilities that meaningfully improve customer experience and unlock new avenues for personalization and revenue growth.
• Collaborating with Omni-Experience and Store Operations teams to deliver best-in-class customer identification solutions across the retail footprint.
• Building deep, trusted relationships with cross-functional partners to communicate progress, demonstrate measurable results, and gain buy-in from senior leadership.

Required Qualifications

• Bachelor's degree in Business Administration, Engineering, Operations, or a closely related field.
• 7+ years of experience in operations roles, with at least 3 years specifically in retail, store, or omni-channel environments.
• 5+ years of experience executing new initiatives within a store or physical retail environment.
• Demonstrated ability to influence stakeholders and drive outcomes without relying on direct authority.
• Proven track record of successfully implementing initiatives that delivered measurable business impact.
• Hands-on experience with Agile methodologies and modern project management tools.

Preferred Qualifications

• Master's degree in Operations Management, Business, or a related discipline.
• Formal Project Management Professional (PMP) certification or equivalent.
• Prior experience leading cross-functional teams or large-scale projects within a matrixed organization.
• Experience designing and operationalizing customer identity or data capture programs in retail.

Compensation, Benefits, and Perks at arenaflex

arenaflex is committed to offering a total rewards package that supports the whole person—mind, body, and wallet. For this role, the annual salary range is approximately $35–$45 per hour equivalent, totaling a competitive annual compensation package based on experience and qualifications, plus performance-based bonuses.

• Health and Wellness: Comprehensive medical, vision, and dental coverage for you and your family.
• Financial Security: 401(k) retirement plan, company-paid life insurance, and an employee stock purchase program.
• Time Off: Generous paid time off (PTO), parental leave, family care leave, bereavement leave, jury duty, and voting leave.
• Income Protection: Short-term and long-term disability coverage, as well as military leave pay and adoption/surrogacy reimbursement.
• Education Benefits: Through the Live Better U program, arenaflex fully pays for tuition, books, and fees for full-time and part-time employees pursuing high school completion, bachelor's degrees, English Language Learning, or short-form certifications.
• Performance Rewards: Annual or quarterly performance bonuses, plus stock options for select roles.
• Employee Discounts: Exclusive discounts on arenaflex products and services.

Eligibility for certain benefits depends on job classification and length of employment. Benefits are subject to change and may be governed by specific plan documents.

Work Environment and Culture at arenaflex

arenaflex fosters a culture rooted in respect, integrity, service, and excellence. As a remote employee, you will be empowered with the tools, autonomy, and flexibility to do your best work from anywhere in the United States. The Customer Digital Identity team operates with a startup mindset inside a large, well-resourced organization—giving you the agility to move fast and the platform to make an outsized impact. arenaflex values diversity of thought, background, and experience, and believes that great ideas come from everywhere. Expect to collaborate with smart, mission-driven colleagues who care deeply about the customer and about each other.

Career Growth and Learning Opportunities

At arenaflex, your growth is a priority. The Senior Manager role is designed as a launchpad for future senior leadership opportunities in operations, product, strategy, or general management. Through mentorship, structured development programs, and access to industry-leading learning resources, you will continue to sharpen your strategic thinking, expand your influence, and build a career with lasting impact. Whether your ambition is to lead a larger operations organization, transition into a product or strategy role, or develop a global perspective on retail, arenaflex will invest in your journey.

How to Apply

If you are a strategic, customer-obsessed operations leader ready to make a measurable impact at one of the most influential retail organizations in the world, arenaflex encourages you to apply today. Bring your expertise, your curiosity, and your passion for building experiences that customers love—and join a team that is redefining what retail can be.