Director, Partner & Customer Service (Remote) - Join arenaflex in Shaping Exceptional Customer and Partner Experiences
At arenaflex, we're not just a company - we're a community that's passionate about delivering extraordinary customer and partner experiences. As a leader in the industry, we're committed to fostering a culture of connection, inclusivity, and growth. We're now seeking a talented Director, Partner & Customer Service to join our team and help shape the future of customer experience.
About arenaflex
arenaflex is a global leader in the industry, known for our commitment to quality, innovation, and customer satisfaction. We're a company that's not afraid to challenge the status quo and push the boundaries of what's possible. Our team is comprised of passionate individuals who share a common goal: to deliver exceptional experiences that exceed our customers' expectations.
The Role
As a Director, Partner & Customer Service, 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 while 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
- Drive 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 and develop strategy, plans, budgets, and deliver 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
- Master's degree (preferred)
Preferred Qualifications
* Experience working in a remote or hybrid work environment
- Familiarity with arenaflex's products and services
- Experience working with diverse teams and stakeholders
What We Offer
* Competitive compensation and benefits package
- Comprehensive 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 dynamic and inclusive work environment that values diversity and promotes growth
Work Environment and 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
How to Apply
If you're passionate about delivering exceptional customer and partner experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, including your resume, cover letter, and any other relevant materials.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Contact Us
If you have any questions or require accommodations during the application process, please contact us at 206-318-0660 or via email at [email protected]. We look forward to hearing from you! Apply for this job