At arenaflex, we're not just a company – we're a community that's passionate about delivering extraordinary customer and partner experiences. Our mission is to create a culture that's guided by our values of service to others, and we're seeking a talented leader to join our team as a Director, Partner & Customer Service. This role is a unique opportunity to shape the future of customer and partner experiences at arenaflex, leveraging innovative work methodologies, process improvements, technology, and analytics & insights to drive operational excellence. **About arenaflex** arenaflex is a forward-thinking organization that's dedicated to pushing the boundaries of what's possible in customer and partner experience. We're a company that's built on a foundation of passion, creativity, and a commitment to excellence. Our team is comprised of talented individuals who share a common goal: to deliver exceptional experiences that exceed our customers' and partners' expectations. **The Role** As a Director, Partner & Customer Service at arenaflex, you'll be responsible for leading 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. 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 the engagement, development, and performance of all members of the team * 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, consistently deliver exceptional customer/partner experiences, and seamlessly integrate business change(s) into all aspects of contact center operations **Essential Qualifications** * 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 **Preferred Qualifications** * Master's degree * Experience working in a remote or hybrid work environment **What We Offer** * Competitive pay and benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan * Health coverage with a variety of plans to choose from * Stock & savings programs like our equity reward program, Bean Stock * Flexible scheduling and opportunities for paid time off * A comprehensive compensation and benefits package that's designed to support your well-being and success **Work Environment and Company Culture** * arenaflex is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences * We believe that this enables us to better meet our mission and values while serving customers throughout our global communities * People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply * Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances * arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at
[email protected] **How to Apply** If you're a talented leader who's passionate about delivering exceptional customer and partner experiences, we'd love to hear from you! Please submit your application through our website, including your resume, cover letter, and any relevant supporting documents. We can't wait to hear your story and learn more about your qualifications. **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background, culture, or identity. Apply for this job