**Experienced Director of Customer Implementation – Restaurant Technology and Repair Management**

At arenaflex, we're revolutionizing the way restaurants approach repairs and maintenance. Our innovative R&M management platform has transformed the industry, providing data-driven insights and 24/7 support to help restaurants control their facilities, reduce costs, and free up their teams from equipment repairs. As we continue to grow and expand our reach, we're seeking a talented Director of Customer Implementation to lead our Implementation team and drive the success of our customers. **About arenaflex** arenaflex is a fast-growing tech startup that's transforming the restaurant industry. Our team of passionate and ambitious individuals is dedicated to making a meaningful impact in the lives of restaurant owners and operators. We're committed to inclusion and diversity, and we believe that the strength of our team is what sets us apart. With a fully remote work environment and regular team events, we're building a community that's connected, collaborative, and driven by a shared vision. **Our Commitment to Inclusion** At arenaflex, we're committed to creating a workplace that's inclusive and welcoming to everyone. We believe that diverse backgrounds and experiences are the key to finding creative solutions to complex problems. If you're from an underrepresented background and are unsure if you're a fit for this role, please don't hesitate to apply. We'd rather have one more resume to review than miss the chance to meet an amazing talent. **Role Summary** As our Director of Customer Implementation, you'll be responsible for leading our Implementation team, which includes both Onboarding and Vendor Success teams. You'll work closely with leadership to execute projects related to ongoing management and growth of your team, act as a true cross-functional partner to Customer Operations, Product, and Sales, and have a high capacity for experimentation and creativity to solve problems in new and innovative ways. We're seeking someone with a wealth of program and project management experience in setting up organizations for scale, as well as experience in restaurant technology, marketplaces, procurement, and post-sale customer success. **Key Responsibilities** * Lead a team of 'makers' up to and including the manager level * Considered the escalation point for the most difficult vendor and customer relationship needs and challenges * Take ownership of key projects as identified that play an integral role in customer experience post onboarding * Act as the conduit for information from Senior Leadership Team (SLT) and Leadership to ensure your team is well-informed on the priorities of the company * Regularly leverage your subject matter expertise to drive performance of your team, directly or through the support of team members * Effectively run process improvement projects to institute scalable programs on Onboarding and Vendor Success * Well-versed in leading performance management efforts to build and retain a team of A-players * Set strategy and tone for the team and works autonomously to produce results on target with company goals * Forecast into the future and identify risks and opportunities within your own functional area, working with SLT to address any concerns **Qualifications** * 5+ years of experience in a leadership role, relevant experience in operations, implementation, or a related field * 2+ years of customer onboarding experience * Proven track record of establishing systems and processes. Strong analytical and problem-solving skills; uses data to set roadmap and action plans * Proven success in driving performance and results through others * Ability to work independently and as part of a team * Experience leading and coaching teams up to the manager level to achieve their goals * Strong communication and interpersonal skills with the ability to work cross-functionally and build relationships with internal and external stakeholders, regardless of level * Experience working in marketplaces with vendors or in procurement * Knowledge of restaurants, repair and maintenance, establishing a new category and start-ups a huge plus * Experience scaling a complex customer onboarding process at a SaaS and/or services company is a plus **We Do Not Require** * A college degree or high GPA * Tools: we'll provide you with your computer, monitor, and everything you need * Startup or tech experience (an aptitude for fast-paced, tech work is enough) * Commutes: we're fully remote; travel is dependent on your role **Compensation & Benefits** * The base salary range for this role is $110,000-$140,000; this role also offers a variable compensation package * Health, dental, vision, disability, and life insurance plans (most covered at 100%) * Flex spending account for family and childcare * 401(k) plan with 3% matching * Unlimited PTO with generous bereavement and sick policies * “Check Please” dining benefit: the company pays for you to eat at our customers’ restaurants once a quarter (up to $400 per year!) * Mental Health reimbursement fund (up to $100 per year per person) * Paid family leave for those starting a family, regardless of gender * Equity in the company for every role **Interview Process** We ask every candidate to go through the same interview process to ensure we are equitably evaluating folks. That process typically includes: * Phone Chat: 30-minutes * Video Screen: 45-Minutes * Deep Skill Assessment/Video Meeting: 90-minutes * Executive Meeting - 30-Minutes If you're a motivated and experienced professional who is passionate about making a meaningful impact in the restaurant industry, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a community that's shaping the future of restaurant technology and repair management. Apply for this job