Senior Operations Process Manager – Customer Experience (Remote) – Store Operations & Process Improvement Leadership at arenaflex

About arenaflex

arenaflex is a global leader in home improvement retail, delivering innovative solutions that empower millions of customers to create, renovate, and maintain their living spaces. With a commitment to excellence, sustainability, and community engagement, arenaflex continuously invests in technology, people, and processes that drive operational efficiency and exceptional customer experiences. Our culture celebrates curiosity, collaboration, and continuous improvement, making arenaflex a place where ambitious professionals can thrive while shaping the future of retail.

Role Overview

We are seeking a dynamic, results‑driven Senior Operations Process Manager to lead store‑level operational initiatives across multiple regions. In this remote position, you will partner closely with the Operations Strategy Team, field leaders, and cross‑functional partners to design, implement, and scale process improvements that directly impact store profitability, employee productivity, and customer satisfaction. This role demands a blend of analytical rigor, strategic thinking, and hands‑on project leadership to translate data‑driven insights into actionable solutions that support arenaflex’s mission of delivering the best customer experience in the industry.

Key Responsibilities

• Strategic Process Analysis: Dissect complex operational challenges, identify root causes, and communicate clear, data‑backed recommendations to both internal teams and field stakeholders.
• Process Design & Implementation: Lead the end‑to‑end development of new store processes, from concept through pilot, rollout, and continuous optimization, ensuring alignment with arenaflex’s strategic objectives.
• Project Management: Own the creation and maintenance of detailed project work plans, timelines, and resource allocations for core store‑operations initiatives, while proactively managing risks and roadblocks.
• Field Partnership: Build trusted relationships with store leaders and field teams, serving as the primary liaison for operational improvements and ensuring seamless execution across diverse locations.
• Insight Generation: Produce high‑impact reports and presentations that synthesize industry trends, competitive analysis, and consumer data to inform decision‑making at senior leadership levels.
• Team Leadership: Recruit, develop, and mentor a team of 2‑5 Business Analysts, overseeing performance evaluations, professional development, and day‑to‑day guidance.
• Continuous Improvement Culture: Champion a data‑driven, Kaizen mindset throughout the organization, encouraging innovative thinking and rapid iteration on operational processes.
• Issue Resolution: Quickly address unanticipated store needs, coordinating cross‑functional resources to deliver timely solutions that minimize disruption and maintain service excellence.
• Knowledge Management: Maintain an up‑to‑date repository of operational best practices, process documentation, and training materials to support consistent execution across the network.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or a related field (or equivalent experience).
• Minimum of 5 years of progressive experience in retail operations, process management, or a comparable environment.
• Demonstrated ability to lead complex, multi‑stakeholder projects from inception to successful completion.
• Strong analytical capabilities, including proficiency in statistical analysis, data visualization, and translating quantitative findings into strategic actions.
• Excellent written and verbal communication skills, with a proven track record of influencing senior leaders and field partners.
• Legal eligibility to work in the United States and willingness to travel up to 10% of the time, including occasional overnight stays.

Preferred Qualifications

• Project Management Professional (PMP) or equivalent certification.
• Three or more years of direct retail experience, preferably within a large‑scale store environment.
• Experience managing or coaching a team of analysts or process specialists.
• Familiarity with retail technology platforms (e.g., POS, inventory management, workforce scheduling tools).
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate future challenges, and develop forward‑looking solutions.
• Quantitative Acumen: Strong statistical and data‑analysis skills, comfortable working with large data sets and advanced analytics tools.
• Collaboration & Influence: Proven skill in building partnerships across diverse functional areas and influencing outcomes without direct authority.
• Urgency & Adaptability: High sense of urgency in responding to field needs, coupled with flexibility to pivot quickly in a fast‑changing retail landscape.
• Leadership Presence: Ability to inspire, coach, and develop a high‑performing analyst team while fostering a culture of accountability.
• Process Expertise: Deep understanding of store‑level operations, including merchandising, inventory, labor scheduling, and customer service workflows.

Leadership & Team Management

As the manager of a small but high‑impact team of Business Analysts, you will be responsible for the full talent lifecycle: recruiting top talent, setting clear performance expectations, conducting regular appraisals, and creating individualized development plans. You will empower your analysts to take ownership of their projects, while providing the mentorship and resources needed to accelerate their growth. Your leadership style will be collaborative yet decisive, ensuring that the team consistently delivers high‑quality insights and actionable recommendations.

Travel & Physical Requirements

Travel is limited to less than 10% of the work year, primarily for on‑site project launches, stakeholder workshops, and occasional overnight stays. The role is predominantly remote, with most activities performed while seated at a workstation. Light physical activity may be required for occasional movement of small items or equipment during site visits.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, supportive, and innovative environment where remote employees are fully integrated into the broader organization. Our culture emphasizes:

• Flexibility: Remote work options, flexible scheduling, and a results‑oriented performance model.
• Continuous Learning: Access to internal training platforms, mentorship programs, and tuition reimbursement for relevant certifications.
• Recognition: Regular acknowledgment of achievements through awards, spot bonuses, and public commendations.
• Community Impact: Opportunities to participate in arenaflex’s community service initiatives and sustainability projects.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based annual bonus tied to project outcomes and operational impact.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plan with company matching contributions.
• Generous paid time off, parental leave, and flexible holiday policies.
• Professional development stipend for certifications, conferences, and continuing education.
• Employee assistance program, wellness resources, and virtual fitness classes.

Career Growth & Development Opportunities

At arenaflex, the pathway for advancement is clear and merit‑based. Successful managers of operations processes often progress to senior leadership roles such as Director of Store Operations, Regional Operations Leader, or senior positions within the corporate Strategy and Transformation teams. You will have access to a robust internal mobility program, cross‑functional project exposure, and mentorship from senior executives who are invested in your long‑term success.

Why Join arenaflex?

If you are passionate about transforming retail operations, thrive in a data‑driven environment, and enjoy partnering with field teams to deliver tangible business results, this role offers the perfect blend of strategic influence and hands‑on execution. You will be at the heart of arenaflex’s mission to create seamless, delightful experiences for millions of customers while shaping the future of store operations on a national scale.

Application Process

Ready to make an impact? Submit your resume and a compelling cover letter outlining your experience with process improvement, project leadership, and retail operations. Our talent acquisition team will review your application and reach out to schedule a virtual interview. We look forward to welcoming a forward‑thinking leader to the arenaflex family.

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