Experienced Director of Partner and Customer Service – Global Contact Center and Customer Experience Leadership (Remote Opportunity)

Introduction to arenaflex At arenaflex, we are driven by a passion to create meaningful connections and deliver exceptional experiences. From our humble beginnings, we have been committed to being a different kind of company – one that celebrates the art of service and fosters a sense of community. As a leader in our industry, we are dedicated to developing extraordinary leaders who share our values and are guided by their commitment to serving others. We are now seeking a talented and experienced Director of Partner and Customer Service to join our team and help us continue to elevate the customer experience. About the Role We are recruiting for a key leadership position – Director, Partner & Customer Service. This critical role will be responsible for developing and implementing the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences through multi-disciplinary global contact centers and related functions. The successful candidate will oversee 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 to ensure their growth and success. Identify, understand, and align with customer needs, developing strategies, 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 consistently deliver exceptional customer/partner experiences. Seamlessly integrate business changes into all aspects of contact center operations, ensuring a smooth and efficient experience for our customers and partners. Requirements and Qualifications To be successful in this role, you will need: 10 years of experience leading contact centers and/or customer experience centers, with a proven track record of delivering exceptional customer experiences and driving business results. 5+ years of experience leading contact centers in an outsourced environment, with a deep understanding of the complexities and challenges of managing outsourced teams. Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology, with a focus on innovation and continuous improvement. Experience developing and implementing operations improvement strategies for global contact centers, with a strong understanding of process optimization and efficiency. Comfortable working in a fast-paced environment, with all aspects of change management, and a proven ability to adapt to changing circumstances and priorities. Progressive experience in building, scaling, and leading large teams, including outsource agents, and developing leaders and managers, with a focus on talent development and growth. Experience leading transformation and continuous improvement initiatives, with a strong understanding of Lean, Six Sigma, or similar methodologies, and a proven track record of delivering results and improvements. A Master's degree is preferred, with a strong educational foundation in a relevant field, such as business, communications, or a related discipline. Skills and Competencies The ideal candidate will possess: Excellent leadership and management skills, with the ability to motivate and inspire teams to achieve exceptional results. Strong communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders. A deep understanding of customer experience and contact center operations, with a focus on innovation and continuous improvement. Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions. Experience with storytelling and communicating complex ideas and concepts, with the ability to adjust communication style to create relatable content for diverse audiences. A strong understanding of Lean, Six Sigma, or similar methodologies, with a proven track record of delivering results and improvements. Career Growth and Development At arenaflex, we are committed to the growth and development of our employees. 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 as a leader. Coaching and mentoring, to support your growth and development as a professional. Opportunities for career advancement, with a focus on promoting from within and developing our internal talent. Access to a range of training and development resources, including online courses, workshops, and conferences. Work Environment and Company Culture At arenaflex, we are proud of our company culture and work environment. As a Director of Partner and Customer Service, you will be part of a dynamic and supportive team, with a focus on collaboration, innovation, and customer satisfaction. Our company culture is built on a foundation of: A passion for service and a commitment to delivering exceptional customer experiences. A focus on innovation and continuous improvement, with a emphasis on staying ahead of the curve and embracing new technologies and trends. A collaborative and supportive work environment, with a focus on teamwork and mutual respect. A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace for all employees. Compensation and Benefits At arenaflex, we offer a comprehensive compensation and benefits package, designed to attract and retain the best talent. As a Director of Partner and Customer Service, you will be eligible for: A competitive salary and bonus structure, with a focus on rewarding performance and achievement. A range of benefits, including health insurance, retirement savings, and paid time off. Opportunities for career advancement and professional growth, with a focus on promoting from within and developing our internal talent. Access to a range of training and development resources, including online courses, workshops, and conferences. A flexible and supportive work environment, with a focus on work-life balance and employee well-being. Conclusion If you are a motivated and experienced leader, with a passion for customer experience and a commitment to delivering exceptional results, we encourage you to apply for this exciting opportunity. As a Director of Partner and Customer Service at arenaflex, you will be part of a dynamic and supportive team, with a focus on innovation, collaboration, and customer satisfaction. Don't miss out on this chance to join our team and help us continue to elevate the customer experience. Apply today! Apply for this job