Experienced Director of Partner and Customer Service for Remote Contact Center Operations and Global Customer Experience Leadership

Introduction to arenaflex At arenaflex, we are passionate about creating a unique and personalized experience for our customers and partners. As a leader in our industry, we strive to build a culture that celebrates connection, community, and the human spirit. Our mission is to inspire and nurture the human spirit, one person, one cup, and one neighborhood at a time. We are committed to developing extraordinary leaders who share our passion and are guided by their service to others. If you are a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for our Director of Partner and Customer Service role. Job Overview We are seeking a highly skilled and experienced Director of Partner and Customer Service to lead our global contact center operations and customer experience strategy. As a key member of our leadership team, you will be responsible for developing and implementing world-class customer and partner experiences through multi-disciplinary global contact centers and related functions. This includes oversight of outsourced contact center functions, leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence. Key Responsibilities Model leadership behaviors that are grounded in arenaflex's Mission and Values, driving engagement, development, and performance of all team members Set goals and actively provide partners with coaching, feedback, and development opportunities Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering world-class operations and services Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials Lead initiatives to identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and seamlessly integrate business change(s) into all aspects of contact center operations Requirements and Qualifications To be successful in this role, you should have: 10 years' experience leading contact centers and/or customer experience centers 5+ years' experience leading contact centers in an outsourced environment preferred Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology Experience developing and implementing operations improvement strategies for global contact centers Comfortable with a fast-paced environment and all aspects of change management Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers Experience leading transformation and continuous improvement initiatives Progressive experience with storytelling/communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration Has experience leveraging Lean, Six Sigma, or similar methodologies Demonstrated track record of results and improvements Master's degree preferred Skills and Competencies The ideal candidate will possess: Strong leadership and management skills, with the ability to motivate and inspire teams Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders Strong analytical and problem-solving skills, with the ability to drive business results and improvements Experience with contact center technology and operations, including metrics and analytics Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability Strong business acumen, with a deep understanding of the customer experience and contact center operations Career Growth and Development At arenaflex, we are committed to the growth and development of our partners. As a Director of Partner and Customer Service, you will have access to a range of training and development opportunities, including: Leadership development programs, designed to help you build your skills and expertise Coaching and mentoring, to support your career growth and development Opportunities to work on cross-functional projects, to broaden your experience and knowledge Access to industry-leading training and development programs, to help you stay up-to-date with the latest trends and technologies Work Environment and Culture At arenaflex, we are proud of our unique and dynamic culture. As a partner, you will be part of a team that is passionate about creating a positive and supportive work environment. We offer a range of benefits and perks, including: Flexible scheduling and remote work options, to support your work-life balance Comprehensive compensation and benefits package, including health coverage, stock and savings programs, and tuition reimbursement Opportunities to get involved in our community and social responsibility initiatives, to make a positive impact on the world around us A fun and supportive work environment, with a range of social and recreational activities to enjoy Compensation and Benefits At arenaflex, we offer a competitive compensation and benefits package, including: Salary and bonus structure, designed to recognize and reward your contributions Comprehensive health coverage, including medical, dental, and vision benefits Stock and savings programs, including our equity reward program Tuition reimbursement and education assistance, to support your ongoing learning and development Flexible scheduling and remote work options, to support your work-life balance Conclusion If you are a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for our Director of Partner and Customer Service role. At arenaflex, we are committed to creating a unique and personalized experience for our customers and partners, and we are looking for talented and passionate individuals to join our team. With a range of benefits and perks, including flexible scheduling, comprehensive compensation and benefits, and opportunities for growth and development, this is a great opportunity to take your career to the next level. Apply today and join our team of dedicated and passionate partners! Apply for this job