Senior Business Program Manager – Digital Customer Success Strategy & Experience Innovation

About arenaflex

At arenaflex, we believe that extraordinary customer experiences are the cornerstone of lasting business success. As a global technology leader with a workforce of more than 18,000 dedicated professionals across six continents, arenaflex is redefining what it means to partner with customers at every stage of their journey. Our Customer Experience & Success (CE&S) organization is the strategic engine behind this transformation—responsible for architecting, designing, and delivering end-to-end experiences that are intelligent, intuitive, and deeply connected to the outcomes our customers care about most.

We are not just building products; we are building the future of customer engagement. At arenaflex, customers turn to us not only because of our industry-leading solutions but because we deliver a differentiated, seamless, and personalized experience that empowers them to achieve more. If you are passionate about the intersection of technology, business strategy, and human-centered design, arenaflex offers you a platform to shape the future of digital customer success on a global scale.

The Opportunity

arenaflex is seeking a visionary and results-driven Senior Business Program Manager – Digital Customer Success Strategy & Experience Innovation to join our Digital Customer Success Unit. This is a high-impact role for a strategic product leader who thrives on creating agile digital solutions that bridge the gap between customer and partner needs and tangible business outcomes.

As a Senior Business Program Manager at arenaflex, you will be the catalyst for designing, testing, and scaling digital experiences that accelerate customer success, drive adoption, and magnify business impact across solution areas, customer segments, and global regions. You will operate with a customer-centric mindset, employ a data-driven approach to decision-making, and collaborate across cross-functional teams to bring innovative digital experiences from concept through production and scale.

This role is fully remote, offering you the flexibility to work from home up to 100% of the time, while remaining deeply connected to a globally distributed team of passionate professionals.

Key Focus Areas

Bridge Gaps

Identify and address customer and partner experience gaps through the development of agile digital solutions, accelerating both business and customer outcomes. You will be the bridge between unmet customer needs and innovative digital capabilities.

Customer Lens

Enable digital experiences that are tightly aligned with customer needs, business priorities, and CSAM (Customer Success Account Management) goals. Your work will optimize the value realization of digital capabilities for customers at every touchpoint.

Hyper Focus

Develop and rigorously test 1–2 prioritized digital customer experiences per quarter, taking each initiative from ideation and design through to production proof-of-concept (PoC). You will partner closely with E&O Commercial Systems Technology (CST) and CSBI Data Science teams to deliver measurable results.

Get to Scale

Land and expand each prioritized digital solution across multiple solution areas, customer segments, and geographic regions, magnifying the impact of every initiative you champion.

Key Responsibilities

Partnership and Collaboration

• Build and nurture cross-team coordination, fostering a community of business strategists and engineers to address challenges and opportunities in business and technology integrations.
• Garner support with internal stakeholders for solution vision, strategy, and roadmap development, securing buy-in and alignment across diverse teams.
• Engage stakeholders to clarify requirements, work through evolving needs, discuss scenarios, and communicate successful features and user stories.
• Advocate for priorities, deliverables, resources, and dependencies that drive expected business outcomes.

Solution Definition and Design

• Support and contribute to the vision, strategy, and experience of a solution area for a designated domain, aligning technical solutions with overall business strategic objectives.
• Translate opportunity areas and problem statements into clear business requirements for engineering teams, converting customer requirements into actionable technical terms.
• Partner with Engineering Teams to design comprehensive roadmaps, developing technical solutions that meet both business and customer needs.
• Define features and functionality for internal arenaflex products, tools, and platforms, configuring design features for optimal user experience.
• Identify transformational opportunities, including those related to privacy, compliance, and employment experiences, that advance business goals.
• Define success criteria, performance metrics, operational KPIs, and adoption measures for each solution.

Solution Delivery and Maintenance

• Partner with Engineering Teams to deliver solution areas, minimizing variance between estimates and actual project outcomes.
• Conduct user acceptance testing and focus groups to validate end-user experience and identify opportunities for continuous improvement.
• Utilize success metrics to evaluate the performance of technical solutions and inform future iterations.
• Gather customer feedback through Voice of Customer (VoC) tools to enhance solution performance.
• Develop pathways to resolve issues quickly and effectively, ensuring customer satisfaction.

Thought Leadership

• Demonstrate expertise in the technology landscape and business operations, ensuring technical and business solutions remain congruent and connected.
• Serve as a trusted voice at the decision-making table for both business and technical teams, identifying challenges and opportunities with depth of understanding.
• Prepare business users for change resulting from the implementation of new technical solutions.
• Implement and monitor adoption metrics, partnering across teams to engage internal audiences and evaluate results.

Portfolio and Project Management

• Track, coordinate, and communicate end-to-end project schedules for solution areas, ensuring transparency and accountability.
• Hold stakeholders accountable for following established schedules and milestones.
• Track work, dependencies, and resources against project schedules to enable cohesive, connected user scenarios.

Additional Responsibilities

• Conduct qualitative and quantitative analysis to understand current user needs and identify gaps.
• Proactively identify and manage scenario backlogs, ensuring partner dependencies are delivered in a timely fashion.
• Partner with developer teams on performance optimization, trade-off analysis, engineering challenges, and prioritization decisions.
• Define and drive A/B experimentation plans that ensure statistically meaningful conclusions.
• Develop joint product plans with key internal and external partners, gather feedback, manage dependencies, and ensure customer success.
• Stay current with emerging standards in your feature area, leveraging learnings to improve future product roadmaps across desktop, mobile, and app categories.
• Own your feature backlog with clarity, urgency, and accountability.
• Drive and present product plans, reviews, demos, and competitive analyses to teams, partners, and executive leadership.
• Embody and champion the arenaflex culture and values in everything you do.

Qualifications

Required / Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance, or a related field AND 6+ years of experience in program management, process management, process improvement, or software development.
• Equivalent experience will be considered in lieu of formal education.
• 3+ years of experience using data, analytics, and metrics to drive business decisions and measure success.

Additional / Preferred Qualifications

• Experience with end-user facing products and services, with a strong focus on user experience (UX).
• Proficiency in data analysis tools, including Excel, Power BI, SQR, R, Python/Pandas, or similar platforms.
• Experience building large-scale solutions that serve diverse customer bases.
• Demonstrated project management, leadership, and cross-group collaboration skills.
• Exceptional written and verbal communication and presentation skills, with the ability to engage audiences across all levels of the organization—both technical and non-technical.
• Strong analytical aptitude with a proven track record of strategic problem-solving.
• Experience with A/B testing methodologies is a strong plus.

Skills and Competencies for Success

• Strategic Thinking: Ability to see the big picture while managing the details that drive execution.
• Customer Obsession: Deep empathy for customer needs and a relentless focus on delivering value.
• Data Fluency: Comfortable working with metrics, KPIs, OKRs, and analytical tools to inform decisions.
• Agile Mindset: Experience working in agile environments, with the ability to iterate quickly and adapt to change.
• Collaboration: Proven ability to build relationships and influence across cross-functional teams.
• Communication: Excellent storytelling and presentation skills, with the ability to simplify complex topics.
• Innovation: A passion for exploring emerging technologies and applying them to solve real-world customer challenges.

Career Growth and Learning Opportunities

At arenaflex, your growth is our priority. We invest in our people through comprehensive learning programs, mentorship opportunities, and access to cutting-edge technologies. As a Senior Business Program Manager, you will have the opportunity to expand your leadership capabilities, deepen your expertise in digital customer success, and shape the strategic direction of customer experience initiatives on a global scale. arenaflex fosters a culture of continuous learning, where curiosity is celebrated, and innovation is rewarded.

Work Environment and Company Culture

arenaflex is built on a foundation of respect, integrity, and accountability. We are committed to creating an inclusive workplace where everyone can thrive—both professionally and personally. Our culture encourages a growth mindset, empowers employees to innovate, and emphasizes collaboration to achieve shared goals. Whether you are working remotely or connecting with colleagues across the globe, you will be part of a diverse, supportive community that values your unique perspectives and contributions.

Compensation, Perks, and Benefits

The typical base pay range for this role across the United States is USD $115,000 – $200,300 per year, with a different range applicable to specific work locations. For positions based in the San Francisco Bay area and New York City metropolitan area, the base pay range is USD $146,200 – $219,200 per year.

arenaflex offers a comprehensive benefits package that may include health insurance, retirement plans, paid time off, parental leave, and other perks designed to support your well-being and professional growth. Specific benefits and compensation offerings may vary depending on the nature of your employment and the country where you work.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please reach out to our accommodations team.

Join Us

If you are a strategic thinker, a passionate customer advocate, and a collaborative leader ready to make a global impact, arenaflex wants you on our team. This is your opportunity to shape the future of digital customer success, work with world-class talent, and drive meaningful outcomes for customers around the world. Apply today and become part of a culture that empowers every person and every organization to achieve more.