Director of Strategy & Operations Process Excellence & Customer Experience

```html About arenaflex Shaping the Future of Retail Operations arenaflex is a global leader in home improvement retail, renowned for its commitment to delivering an exceptional customer experience across thousands of stores worldwide. With a culture that blends innovation, operational excellence, and a deep respect for its associates, arenaflex continuously invests in people, technology, and processes that drive sustainable growth. As the retail landscape evolves, arenaflex is looking for visionary leaders who can translate strategic insight into tangible operational improvements that delight customers and empower teams. Position Overview The Director of Strategy & Operations Process Excellence & Customer Experience is a senior, remotebased role responsible for overseeing daytoday store processes within a defined operational area. This leader partners closely with the Operations Strategy team to design, pilot, and roll out process enhancements that improve efficiency, reduce costs, and elevate the overall shopper journey. By leveraging datadriven insights and a deep understanding of store dynamics, the Director will guide crossfunctional teams, influence senior leadership, and ensure that strategic projects are executed with precision and measurable impact. Key Responsibilities Strategic Partnership & Project Governance Collaborate with stakeholders across arenaflexincluding merchandising, supply chain, technology, and field operationsto embed operational considerations into every project plan. Lead the coordination of Operations Managers, Business Analysts, and Strategy partners to define project scopes, timelines, and resource allocations. Own the endtoend workflow for processrelated initiatives, ensuring that rollout schedules align with store readiness and business priorities. Establish clear project metrics, tollgates, and success criteria in partnership with Field Implementation Managers, tracking performance against defined KPIs. DataDriven Decision Making & Impact Measurement Aggregate and synthesize data collected by Operations Business Analysts to identify trends, bottlenecks, and opportunities for improvement. Develop actionable recommendations based on quantitative analysis, balancing shortterm gains with longterm strategic objectives. Monitor the impact of implemented changes, producing regular impact reports that quantify ROI, efficiency gains, and customer satisfaction improvements. Continuously refine processes through iterative feedback loops, ensuring that enhancements remain aligned with evolving market demands. Leadership, Talent Development & Team Enablement Directly supervise a core team of five senior professionals and indirectly mentor an additional fourteen support associates, fostering a highperformance culture. Identify skill gaps, create development plans, and provide coaching to build deep expertise in operational strategy and process design. Champion a collaborative environment where diverse perspectives are valued, encouraging innovative thinking and proactive problem solving. Facilitate knowledge sharing across regions, ensuring best practices are disseminated and adopted throughout the organization. Continuous Process Improvement & Innovation Stay abreast of emerging trends, technologies, and industry best practices that could enhance store operations and customer experience. Lead rapidprototype initiatives that test new process concepts in pilot stores before scaling organizationwide. Drive a culture of continuous improvement by embedding Lean, Six Sigma, and other proven methodologies into everyday workflows. Advise senior leadership on strategic investments, presenting clear business cases that illustrate expected benefits and risk mitigation. Minimum Qualifications U.S. citizenship or permanent residency with legal authorization to work in the United States. Minimum of eight (8) years of relevant work experience, with a strong focus on operations management, process improvement, or strategic planning. Bachelors degree in Business Administration, Operations Management, Supply Chain, or a related field; equivalent professional experience will be considered. Demonstrated ability to influence crossfunctional teams without direct authority. Excellent written and verbal communication skills, with a talent for translating complex data into clear, actionable insights. Preferred Qualifications MBA or advanced graduate degree, preferably with a concentration in Operations, Strategy, or Retail Management. Four (4) or more years of management experience within a large retail organization, ideally at arenaflex or a comparable enterprise. Handson experience leading largescale process transformation projects that delivered measurable ROI. Professional certifications such as Lean Six Sigma Black Belt, PMP, or similar credentials. Core Competencies & Skills Financial Acumen: Proven ability .