Experienced Director, Customer Engagement – Global Operational Leadership and Strategic Customer Experience

Are you a seasoned leader with a passion for delivering exceptional customer experiences and driving operational excellence in a fast-paced, global environment? Do you thrive in a dynamic, value-driven organization that prioritizes innovation, inclusivity, and growth? If so, we invite you to join arenaflex as our Director, Customer Engagement, where you will lead two critical operational teams and play a pivotal role in shaping the future of customer engagement.

About arenaflex

arenaflex is a leading global software marketplace that empowers businesses to reach their peak potential by providing trusted insights from real software users. With over 100 million people annually using our platform, we are the world's largest and most trusted software marketplace. Our mission is to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies.

Our Culture and Values

At arenaflex, we live by our PEAK values: Performance, Entrepreneurship, Authenticity, and Kindness. We believe in fostering a culture of continuous improvement, data-driven decision making, and alignment to our Conscious Leadership principles. Our global, diverse team is passionate about creating an inclusive and welcoming environment where everyone can thrive.

The Role

As our Director, Customer Engagement, you will lead two global operational teams: Customer Support and Customer Review Programs. These teams share a common focus on delivering measurable business outcomes through operational excellence, human productivity, and customer impact. You will oversee distinct yet complementary functions: a global customer support organization that resolves non-technical inquiries at scale, and a campaign-focused team that drives strategic customer review programs in alignment with business goals.

Key Responsibilities

* Lead and manage the Customer Support and Customer Review Programs teams, ensuring each delivers on defined KPIs, service levels, and productivity goals.

• Establish a unified operational vision while respecting the distinct deliverables, workflows, and success metrics of each function.
• Collaborate with senior leadership to align engagement strategies with broader company objectives.
• Serve as an advocate for operational teams in cross-functional planning with Product, Engineering, Marketing, and Customer Success.
• Drive process standardization and efficiency across both functions, identifying areas where shared tools, workflows, and metrics can create scale benefits.
• Oversee deployment and optimization of AI tooling (e.g., Forethought) and automation solutions to improve productivity, case resolution speed, and campaign execution rates.
• Ensure global coverage models, including APAC and US hour shifts, are optimized to provide continuous service without unnecessary cost.
• Optimize tooling with new AI modalities to drive productivity and quality.
• Establish and monitor KPIs for both human and technology-assisted productivity.
• Maintain high standards for customer satisfaction across both support and review program interactions.
• Ensure Customer Review Programs deliver measurable contributions to review volume, quality, and strategic campaign impact.
• Ensure Customer Support operations meet SLAs for responsiveness, resolution, and CSAT, with ongoing improvements in AI deflection and self-service success rates.

Team Development & Management

* Hire, coach, and develop managers and team leads in each function to foster accountability, growth, and operational mastery.

• Create career paths for team members that encourage skill development across both operational and strategic campaign roles.
• Promote a culture of continuous improvement, data-driven decision making, and alignment to arenaflex's PEAK values and Conscious Leadership principles.

Minimum Qualifications

* Bachelor's degree or equivalent experience in business, customer experience, or a related field.

• Minimum 8 years in operational leadership and management roles within technology or SaaS organizations, with experience managing multiple teams or functions.
• Proven success in delivering operational excellence in both customer-facing support and program execution environments.
• Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred.
• Strong cross-functional collaboration skills, with a track record of aligning with product, engineering, marketing, and customer success stakeholders.
• Proficient in operational toolsets, including Salesforce Service Cloud, Jira, and analytics platforms.
• Data-driven decision maker with a proven ability to translate metrics into action plans.
• Experience leading global teams with diverse operational goals and distributed workforces.

Our Commitment to Inclusivity and Diversity

At arenaflex, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status.

How We Use AI Technology in Our Hiring Process

arenaflex incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, all final hiring decisions remain under human oversight and judgment.

Your Choice Matters

If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way—we will ensure your materials receive a thorough manual review by our hiring team.

Apply to this Job

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences and driving operational excellence, we invite you to apply to this exciting opportunity. Join arenaflex as our Director, Customer Engagement and be part of a dynamic, value-driven organization that prioritizes innovation, inclusivity, and growth. Apply for this job