Senior Manager of Digital Identity Customer Experience Retail Operations &

```html About arenaflex and the Opportunity Ahead arenaflex stands at the forefront of retail innovation, committed to reimagining how millions of customers engage with the brands they love every day. As one of the most influential organizations in the industry, arenaflex invests heavily in understanding who its customers are, what they need, and how to deliver experiences that exceed expectations at every touchpoint. The Customer Digital Identity team at arenaflex is central to this mission, building the connective tissue that links digital engagement, in-store experience, and backend data into one seamless view of the customer journey. This is a rare opportunity for a strategic, customer-obsessed operations leader to join arenaflex as a Senior Manager, Operations Identity Customer Experience. In this remote role based in the United States, you will lead the design, execution, and scaling of identity-driven initiatives across arenaflex retail environments. Your work will directly shape how customers are recognized, served, and delightedwhether they are checking out at a register, engaging with a service desk, or interacting through digital channels. If you thrive in complex, matrixed organizations and are passionate about turning data and customer insight into measurable business outcomes, arenaflex wants to hear from you. Position Summary The Senior Manager of Operations will own the execution roadmap for digital identity initiatives within the Customer Digital Identity organization at arenaflex. Working in close partnership with Product, Engineering, Analytics, Field Operations, and Omni-Experience teams, you will translate high-level customer experience strategy into actionable test plans, in-store pilots, and scaled rollouts. The ideal candidate brings a rare blend of retail operations expertise, stakeholder management finesse, and a test-and-learn mindset. You will be the bridge between strategy and execution, ensuring that every identity-related capability arenaflex launches is anchored in real customer need and operational feasibility. Key Responsibilities Customer Experience Design and Optimization Lead the development of identity customer experiences across a defined set of in-store customer experience touchpoints, including service desks, checkout lanes, and beyond. Analyze existing customer experience flows at every touchpoint to identify friction, gaps, and opportunities for improvement in identity capture and recognition. Design and document structured tests for identity capture mechanisms, including but not limited to phone number capture at the point of transaction. Translate customer experience strategy into detailed execution plans, moving initiatives from concept and paper design through to live implementation. Develop and maintain a clear execution roadmap for select experience implementations, ensuring milestones, dependencies, and risks are well understood by all stakeholders. Cross-Functional Collaboration and Field Execution Partner closely with Product, Field Operations, and Analytics teams to develop robust experimentation frameworks and measurement plans. Participate in cross-functional working sessions and review forums, partnering with product owners to validate test designs and share findings. Manage end-to-end execution of in-field tests, including coordination with store teams, pilot launches, and ongoing performance monitoring. Deploy tests in alignment with arenaflex field operations teams, ensuring operational readiness and clear communication across all levels of the organization. Collaborate with analytics partners to interpret results, surface insights, and recommend optimizations that drive measurable customer and business impact. Stakeholder Management and Reporting Build and maintain strong working relationships with key arenaflex teams across Ecommerce, Marketing, Walmart+, Data Ventures, and broader revenue organizations to ensure successful execution of identity initiatives. Capture stakeholder requirements and translate them into business analyses that inform product and operations roadmaps. Design and execute communication plans tailored to senior leadership, field operations, and partner teams, ensuring alignment and visibility at every stage. Track the progress of experimentation portfolios, set up reporting structures, develop forecasts, and proactively mitigate risks before they become blockers. Influence and build consensus across a wide range of stakeholders, demonstrating political savvy and a collaborative leadership style. What Will Set You Apart You will deeply inspire arenaflex if you bring the following qualities and experiences: You are passionate about tackling complex, ambiguous challenges and turning them into structured, executable plans. You are energized by the opportunity to build digital experiences that operate .