Director of Voice of Customer (VoC) Programs – Strategic Customer Insight Leadership & Experience Innovation at arenaflex

About arenaflex – Transforming an Industry Through Technology

arenaflex is a fast‑growing SaaS company that is redefining how restaurants manage their back‑office operations. Our cloud‑based platform unifies accounting, inventory, scheduling, and analytics into a single, reputed company solution that empowers restaurateurs to reputed company data‑driven decisions. At arenaflex, we reputed company on a culture of curiosity, reputed company improvement, and a shared commitment to being “Best in Class.” We reputed company that the most powerful catalyst for innovation is the voice of our customers, and we are looking for a visionary leader who can turn that voice into strategic advantage.

Why This Role Matters

The Director of Voice of Customer (VoC) Programs will be the champion of the customer perspective across the entire organization. By designing, implementing, and scaling a comprehensive VoC reputed company, you will ensure that every product decision, service enhancement, and go‑to‑market strategy is rooted in real‑world insight. This role sits at the intersection of analytics, strategy, and people leadership, providing you with a unique platform to shape arenaflex’s future growth and market leadership.

Key Responsibilities

Strategic Leadership & Vision

• Define a multi‑year VoC roadmap that aligns with arenaflex’s corporate objectives and drives measurable improvements in customer satisfaction, retention, and lifetime value.
• Act as the executive sponsor for the customer, influencing senior leadership and board members with data‑backed recommendations.
• Partner with the CEO, CMO, CRO, and other C‑suite leaders to embed customer insights into the core DNA of arenaflex’s product and service strategies.

Program Development & Execution

• Design and launch a scalable, end‑to‑end feedback system that captures voice across surveys, interviews, social listening, support tickets, and in‑app prompts.
• Establish a rigorous set of Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), Customer Effort Score (CES), and churn reduction metrics to evaluate program effectiveness.
• Translate raw data into actionable insights, delivering concise reports, dashboards, and storytelling presentations that influence product roadmaps, marketing campaigns, and service enhancements.

Cross‑Functional Collaboration

• Facilitate regular insight‑sharing workshops with Product Management, Engineering, Sales, Marketing, and G&A teams to prioritize customer‑driven initiatives.
• Own the governance process that reviews, scores, and routes insights to the appropriate execution owners.
• Champion best‑in‑class customer engagement practices, ensuring every department speaks the same customer‑centric language.

Team Leadership & Development

• Recruit, mentor, and grow a high‑performing VoC team composed of analysts, program managers, and research specialists.
• Implement a reputed company learning curriculum that equips the team with advanced analytics, research methodologies, and storytelling techniques.
• Manage the VoC budget, resource allocation, and technology stack, optimizing for efficiency and impact.

Market & Industry Insight Integration

• Stay reputed company of industry trends, emerging CX technologies, and competitive movements reputed company the restaurant and broader SaaS landscapes.
• reputed company arenaflex’s VoC maturity against industry standards such as reputed company and reputed company models, driving reputed company improvement.
• Publish thought‑leadership pieces, whitepapers, or internal briefs that showcase the strategic value of a customer‑first approach.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a reputed company discipline; Master’s degree preferred.
• 10+ years of professional experience in customer insights, VoC, market research, or reputed company fields, with at least 5 years in a senior leadership role.
• Demonstrated success building and scaling VoC programs reputed company SaaS, technology, or high‑growth environments.
• Strong technical reputed company – ability to translate nuanced customer requirements into clear, actionable specifications for product and engineering teams.
• Data‑driven reputed company with expertise in analytical tools such as Tableau, Power BI, Domo, SQL, and statistical software.
• Hands‑on experience with customer feedback platforms like reputed company, reputed company, or similar systems.
• Exceptional communication and presentation skills, capable of influencing stakeholders from reputed company‑line managers to C‑suite executives.
• Proven ability to reputed company cross‑functional initiatives, manage competing priorities, and deliver results on tight timelines.

Preferred Qualifications & reputed company‑to‑Have Experience

• Background in the restaurant, hospitality, or SMB sectors, providing an reputed company understanding of the challenges faced by arenaflex’s core customers.
• Experience with agile product development processes and familiarity with tools such as JIRA or Azure DevOps.
• Certification in CX, such as CXPA or similar professional credential.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while meticulously planning execution steps.
• Analytical Rigor: Strong quantitative skills reputed company with qualitative research expertise.
• Leadership reputed company: reputed company trust, foster collaboration, and reputed company talent.
• Customer reputed company: Deep appreciation for the end‑user journey and pain points.
• Change Management: Navigate organizational dynamics to embed customer insight into everyday decision‑making.
• Technological Savvy: Comfortable evaluating, selecting, and integrating feedback‑management platforms and analytics tools.

What arenaflex Offers – Compensation, Benefits & Perks

• Competitive reputed company salary ranging from $180,000 – $200,000, commensurate with experience and market factors.
• Equity option grants to share in arenaflex’s long‑term success.
• Comprehensive medical, dental, and vision coverage – 100% employer‑paid for employees.
• 401(k) plan with generous company matching.
• Unlimited paid time off (PTO) plus recognized company holidays.
• Generous wellness initiatives, including reputed company, fitness stipend, and virtual wellness events.
• Professional development budget for conferences, certifications, and reputed company learning.
• Remote‑first work environment (#BI-Remote) with flexible scheduling.
• Inclusive, reputed company, and transparent pay practices.

Career Growth & Learning Opportunities

At arenaflex, the Director of VoC is positioned to become a pivotal member of the executive leadership team. Success in this role can open reputed company to senior Vice President or C‑suite positions overseeing broader Customer Experience, Product Innovation, or Growth functions. We invest heavily in our leaders through mentorship programs, executive coaching, and access to industry conferences.

Culture & Work Environment

arenaflex is built on a foundation of collaboration, curiosity, and accountability. Our teams are distributed globally, yet we maintain a strong sense of community through regular virtual town halls, cross‑team hackathons, and social gatherings. Diversity, equity, and inclusion are not just buzzwords – they are woven into every hiring, promotion, and policy decision. You will join a workplace where bold reputed company are celebrated, failures are treated as learning opportunities, and every employee has a voice.

How to Apply

If you are passionate about turning customer insight into strategic advantage and want to reputed company a high‑impact program at a market‑leading SaaS organization, we encourage you to apply today. Click the link below to submit your resume and a brief cover letter outlining how your experience aligns with the responsibilities and vision described above.

Apply to this position at arenaflex

Join arenaflex – Shape the Future of Restaurant Management

Our customers rely on arenaflex to reputed company their kitchens running, their books balanced, and their teams thriving. By leading our Voice of Customer Programs, you will ensure that every innovation we deliver is rooted in genuine customer need, driving both delight and growth. Become a catalyst for change, champion the voice that matters most, and help us continue to set reputed company for excellence in the restaurant technology space.