Customer Experience Analyst – Program Manager for Emerging Retail Technology Deployment (Contingent Contract)

About arenaflex and the Opportunity

At arenaflex, we believe the future of retail lies in removing friction from the everyday shopping experience. We are pioneering next-generation technology solutions that automate the check-out process entirely, allowing customers to simply pick up their items and walk out. Our mission is rooted in innovation, operational excellence, and an unrelenting focus on customer satisfaction. By joining arenaflex, you become part of a forward-thinking organization that is reshaping how people interact with physical stores.

We are currently seeking a highly motivated and customer-obsessed Customer Experience Analyst – Program Manager to join our core development team on a contingent contract basis. In this role, you will play a pivotal part in testing, validating, and launching cutting-edge technology at customer locations across the United States. This is an exceptional opportunity for a professional who thrives in dynamic environments, enjoys frequent travel, and is passionate about delivering world-class experiences to end users.

Role Overview

The Customer Experience Analyst – Program Manager will serve as a critical bridge between our development teams and the real-world customers who interact with our technology every day. This is not a traditional desk job; approximately 50% of your time will be spent traveling domestically to customer sites where you will deploy new technology, gather feedback, and ensure the solution delivers a seamless experience. The remaining time will focus on synthesizing findings, writing comprehensive reports, and collaborating with cross-functional stakeholders.

You will work closely with engineering, product management, design, and operations teams to evaluate functionality, identify pain points, and recommend improvements that elevate the customer journey. Your insights will directly influence the evolution of our technology platform and ensure we continue to exceed customer expectations.

Key Responsibilities

• Evaluate the functionality and overall customer experience (CX) of new retail technology in live customer environments
• Provide detailed technical and CX feedback to development teams, translating customer observations into actionable insights
• Travel to customer sites (approximately 50% domestic travel) and lead the deployment of new technology solutions
• Collect qualitative and quantitative customer feedback, measuring the impact of new technology on user behavior and satisfaction
• Summarize findings in clear, compelling written presentations for development team leadership and executive stakeholders
• Collaborate with cross-functional teams to ensure seamless coordination between product development, deployment, and customer adoption
• Identify potential risks and tradeoffs in product decisions, recommending paths forward in ambiguous situations
• Serve as a customer advocate throughout the product development lifecycle, ensuring the voice of the customer is heard at every stage
• Maintain meticulous documentation of deployment processes, customer feedback, and technical observations
• Stay current on industry trends and competitive developments in retail technology, frictionless checkout, and customer experience innovation

Qualifications

Basic Qualifications

• A 4-year science or engineering degree from an accredited university
• Strong communication skills, both written and verbal, with the ability to distill complex information into clear narratives
• Solid data analysis skills, with the ability to interpret metrics and translate them into meaningful insights
• Minimum of 2 years of product development experience in consumer hardware development and deployment
• Previous experience teaching and communicating complex technical topics to diverse audiences, including non-technical stakeholders
• Proven ability to analyze risk-versus-reward tradeoffs and make sound decisions in ambiguous, fast-paced environments
• Demonstrated record of delivering exceptional results for customers in dynamic business settings
• Willingness and ability to travel approximately 50% of the time domestically
• Residence near a major US airline hub to facilitate efficient travel

Preferred Qualifications

• Bachelor's degree in Engineering or a closely related technical field
• Scripting skills (Python, JavaScript, or similar languages) to support data analysis and automation tasks
• Formal coursework or professional training in project management methodologies (Agile, Scrum, PMP certification, etc.)
• Experience working with retail technology, point-of-sale systems, IoT devices, or computer vision applications
• Background in user experience research, human factors engineering, or customer journey mapping
• Familiarity with A/B testing frameworks and experimental design principles

Essential Skills and Competencies

To excel in this role at arenaflex, you will need a unique blend of technical acumen, customer empathy, and project management capabilities. The ideal candidate is a self-starter who is equally comfortable presenting to executive leadership as they are rolling up their sleeves to deploy hardware at a customer site. You must possess exceptional organizational skills, the ability to juggle multiple priorities simultaneously, and a keen attention to detail.

Strong interpersonal skills are paramount, as you will interact with a wide variety of stakeholders including customers, engineers, product managers, business leaders, and field technicians. You should be an active listener who can ask the right questions to uncover underlying issues, and a clear communicator who can convey technical concepts to non-technical audiences with ease. A passion for continuous improvement, intellectual curiosity, and a willingness to embrace change will serve you well in this role.

Career Growth and Learning Opportunities

Although this is a contingent contract position with an anticipated duration of 11 months, the experience you will gain at arenaflex is invaluable. You will work alongside some of the brightest minds in retail technology, gaining firsthand exposure to the entire product development lifecycle—from concept validation through real-world deployment. This role offers an unparalleled opportunity to build your network, deepen your expertise in customer experience analysis, and position yourself for future opportunities within the rapidly expanding retail technology sector.

Contract team members at arenaflex are treated as integral members of the team, with access to internal resources, mentorship opportunities, and professional development support. Many of our contract professionals have transitioned into full-time roles based on their performance and contributions.

Work Environment and Company Culture

At arenaflex, we cultivate a culture of innovation, collaboration, and customer obsession. We believe that great ideas can come from anywhere, and we empower every team member to contribute meaningfully to our mission. Our work environment is fast-paced and dynamic, reflecting the nature of the industry we serve. We value diversity of thought, background, and experience, recognizing that the best solutions emerge when people with different perspectives come together.

As a remote-first position with significant travel, you will have the flexibility to work from home while spending approximately half your time in the field engaging directly with customers and technology. This hybrid arrangement provides the best of both worlds: the autonomy and focus of remote work combined with the rich, hands-on experience of in-person customer engagement. We provide comprehensive support for travel logistics, ensuring you have the tools and resources needed to be successful on the road.

Compensation and Benefits

We offer a competitive hourly pay rate ranging from $38 to $42 per hour, commensurate with experience and qualifications. In addition to base compensation, contract team members at arenaflex may be eligible for benefits offerings through our partner staffing organization, which may include:

• Medical, dental, and vision insurance options
• Retirement savings plan participation
• Paid time off and holiday pay (in accordance with applicable policies)
• Travel expense reimbursement for all work-related travel
• Professional development resources and training opportunities
• Access to arenaflex internal knowledge bases and learning platforms

Equal Opportunity Employer

arenaflex is an Equal Opportunity and Affirmative Action Employer. We consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information, or any other status protected by applicable law. We are committed to building a diverse and inclusive workforce that reflects the customers and communities we serve.

How to Apply

If you are ready to take on a challenging and rewarding role that places you at the forefront of retail technology innovation, we want to hear from you. This is your opportunity to make a tangible impact on the future of shopping while working with a passionate, customer-obsessed team. Bring your analytical skills, your curiosity, and your drive for excellence to arenaflex, and help us shape the next generation of customer experiences.

Apply today and become part of the team that is making history by redefining what it means to shop. At arenaflex, the future is frictionless—and you can help us build it.