Experienced Director, Partner & Customer Service – Global Contact Center Leadership

At arenaflex, we're not just brewing coffee – we're crafting experiences that bring people together. As a leader in the industry, we're passionate about developing extraordinary leaders who share our commitment to service and excellence. We're now seeking a highly skilled and experienced Director, Partner & Customer Service to join our team and drive the strategy, planning, operations, and delivery of world-class customer and partner experiences through our global contact centers.

About arenaflex

arenaflex is a dynamic and innovative company that's dedicated to creating a culture of connection and community. We're known for our commitment to excellence, our passion for customer service, and our dedication to developing leaders who share our values. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create experiences that inspire and delight our customers.

Job Summary

As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, and operations of our global contact centers, including the development and implementation of world-class partner and customer experiences. You'll work closely with our team to identify and eliminate root causes of customer and partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and consistently deliver exceptional customer and partner experiences.

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
• Enjoy working on an energetic, fun team and have the ability to drive the business forward as part of a highly collaborative team, while acting in accordance with arenaflex's guiding principles

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 populations
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects

Skills and Competencies

* Strong leadership and management skills

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Strong analytical and problem-solving skills
• Ability to work collaboratively with diverse teams and populations
• Experience with Lean, Six Sigma, or similar methodologies
• Strong business acumen and understanding of customer experience and operations
• Ability to develop and implement strategic plans and initiatives
• Strong coaching and development skills

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our leaders grow and develop their skills and careers. As a Director, Partner & Customer Service, you'll have access to a range of learning and development opportunities, including:

• Leadership development programs and training
• Coaching and mentoring from experienced leaders
• Opportunities for professional growth and advancement
• Access to industry-leading tools and technologies
• Collaborative and dynamic work environment

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that's dedicated to creating a culture of connection and community. We're passionate about developing extraordinary leaders who share our commitment to service and excellence. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create experiences that inspire and delight our customers.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include:

• Competitive pay and benefits package
• 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
• Access to industry-leading tools and technologies
• Collaborative and dynamic work environment

How to Apply

If you're a motivated and experienced leader who's passionate about customer service and excellence, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunities employer and welcome applications from diverse candidates.

Equal Employment Opportunity

arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

Accommodation for Disability

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 [insert contact information]. Apply Job! For more such jobs please click here! Apply for this job