Senior Program Manager – Self-Service Strategy, Automation & Customer Experience Innovation

About arenaflex

At arenaflex, we believe that exceptional customer support is the cornerstone of every great product experience. In a world where customers expect instant, personalized, and frictionless service, we are building the next generation of customer engagement technology that empowers millions of users to find answers on their own terms. Our Customer Engagement Technology (CET) Team sits at the intersection of innovation, operational excellence, and customer obsession, designing intelligent self-service platforms and automation solutions that redefine how people interact with technology.

We are seeking a visionary Senior Program Manager to lead high-impact, globally visible programs that shape the future of customer experience. If you are a strategic thinker who thrives on complexity, loves building scalable systems, and is passionate about delivering measurable results, this is your opportunity to make a lasting mark at arenaflex.

The Opportunity

As a Senior Program Manager on the Self-Service and Automation team at arenaflex, you will own end-to-end delivery of programs that directly influence how customers worldwide engage with our products. You will operate as a singular program owner — driving strategy, execution, stakeholder alignment, and continuous improvement across multiple geographies and business units. This role is ideal for an innovative leader who enjoys turning ambiguity into structured roadmaps, and who can balance big-picture thinking with hands-on program management discipline.

You will partner closely with engineering, product, design, operations, analytics, and senior leadership teams to launch self-service experiences, automation workflows, and marketplace expansion initiatives that scale globally. You will be viewed as a thought leader, an influencer, and a trusted advisor within arenaflex, helping shape the strategic direction of the broader Customer Engagement Technology organization.

Key Responsibilities

• Program Ownership and Strategy: Serve as the singular owner of major self-service and automation programs at arenaflex, managing the full lifecycle from inception and design through launch, measurement, and operational handover. Define the long-term vision, strategy, and roadmap for each program in alignment with organizational goals.
• Requirements and Solution Design: Collaborate with internal stakeholders, external partners, and customers to gather, define, and document detailed business and system requirements. Translate complex business needs into scalable technical and operational solutions.
• Project Planning and Execution: Develop comprehensive project plans, secure necessary resources, and manage implementation milestones. Anticipate risks, identify dependencies, and proactively address blockers to keep programs on track.
• Stakeholder Communication: Clearly articulate program goals, roles, responsibilities, and desired outcomes to cross-functional teams and senior leadership. Deliver transparent, data-driven updates that build trust and alignment.
• Cross-Functional Coordination: Liaise with all relevant departments at arenaflex to ensure timely engagement and delivery of interdependent workstreams. Support partner teams in refining processes and increasing operational efficiency in line with program objectives.
• Time-to-Market Optimization: Make informed tradeoffs in consultation with stakeholders to balance scope, quality, and speed. Drive a culture of rapid iteration, learning, and continuous improvement.
• Stakeholder Management at Scale: Manage multiple internal and external, cross-functional, and remote stakeholders across time zones, ensuring alignment and momentum across distributed teams.
• Change Management: Develop and execute change management processes associated with program rollout, user adoption, and ongoing operational support.
• Performance Measurement and Optimization: Track delivery against program objectives using key performance indicators. Develop and implement proposals to improve program services, operational efficiencies, and customer outcomes.
• Global Scale and Expansion: Scale existing programs to expand coverage of services to additional domestic and international markets, adapting solutions for regional needs and regulatory considerations.
• Strategic Influence: Ideate, propose, and drive strategic change initiatives across the broader CET team at arenaflex, contributing to long-term organizational transformation and innovation.

Essential Qualifications

• Bachelor's degree in Business Administration, Computer Science, Engineering, Operations, or a related field, or equivalent practical experience.
• 7+ years of experience in program management, project management, or a related discipline, with a proven track record of delivering complex, high-visibility programs from conception to completion.
• Demonstrated experience leading self-service, automation, customer experience, or technology platform programs at scale.
• Exceptional stakeholder management skills, with the ability to influence and align senior leaders, technical teams, and external partners.
• Strong analytical and problem-solving capabilities, with experience using data to drive decisions and measure impact.
• Proven ability to manage multiple concurrent workstreams in a fast-paced, ambiguous environment.
• Excellent written and verbal communication skills, with the ability to synthesize complex information into clear, actionable narratives.
• Experience working with global, cross-functional, and remote teams across multiple time zones.

Preferred Qualifications

• Master's degree (MBA or equivalent) from an accredited institution.
• Experience working in customer engagement, contact center technology, e-commerce, SaaS, or marketplace environments.
• Familiarity with self-service platforms, chatbots, AI-driven automation, knowledge management systems, or related technologies.
• PMP, PgMP, Scrum Master, or other recognized program management certifications.
• Experience managing international expansion programs, including localization, regulatory compliance, and regional go-to-market strategies.
• Track record of driving organizational change, process transformation, or digital innovation initiatives.
• Comfort with technical concepts and the ability to engage in deep architectural and systems-level discussions with engineering teams.

Core Skills and Competencies

• Strategic Thinking: Ability to see the big picture while maintaining rigorous attention to detail and execution discipline.
• Leadership and Influence: Inspires confidence, builds trust, and motivates diverse teams without relying on formal authority.
• Customer Obsession: Deeply empathetic to customer needs and passionate about delivering experiences that delight.
• Innovation Mindset: Constantly seeks new approaches, challenges the status quo, and embraces experimentation.
• Operational Excellence: Skilled at designing scalable processes, identifying inefficiencies, and driving measurable improvements.
• Resilience and Adaptability: Thrives in dynamic environments and navigates ambiguity with confidence and composure.
• Collaboration: Builds strong partnerships across functions, levels, and geographies.

Career Growth and Learning Opportunities

At arenaflex, your career trajectory is not just a path — it is a partnership. We invest deeply in the growth of our program leaders through:

• Access to executive mentorship and senior leadership coaching.
• Sponsored certifications and continuous learning programs in program management, emerging technologies, and leadership development.
• Rotational opportunities across adjacent business units and global markets.
• Conference attendance, speaking opportunities, and participation in industry communities of practice.
• A culture that promotes from within, with clear frameworks for advancement into senior leadership roles.

Work Environment and Company Culture

arenaflex is a purpose-driven, customer-obsessed organization where innovation meets operational rigor. Our culture is built on the principles of ownership, collaboration, and continuous improvement. We celebrate curiosity, reward bold thinking, and empower every team member to act as a leader. Whether you are working from our state-of-the-art Seattle headquarters or collaborating with colleagues around the globe, you will be part of a diverse, inclusive, and intellectually vibrant community that values every voice.

Compensation, Perks, and Benefits

arenaflex offers a highly competitive compensation package designed to attract and retain top talent, including:

• Market-leading base salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance for you and your family.
• Generous paid time off, parental leave, and flexible work arrangements.
• Retirement savings plans with company matching.
• Professional development stipends and tuition reimbursement.
• Wellness programs, mental health support, and employee resource groups.
• Relocation assistance for candidates joining our Seattle, WA office.

Location

This position is based in Seattle, WA, USA, with flexible work options available. You will have the opportunity to collaborate with global teams and may occasionally travel to support international program initiatives.

How to Apply

If you are ready to lead transformational programs that redefine customer engagement at a global scale, we want to hear from you. Join arenaflex and help us build the future of self-service and automation. Apply today and become part of a team that is reshaping how millions of customers experience technology.