Director, Partner & Customer Service (Remote) – Lead the Way in Delivering Exceptional Experiences at arenaflex

At arenaflex, we're not just a company – we're a community that's passionate about creating a culture of connection and inclusivity. Our mission is to inspire and nurture the human spirit, one cup at a time. As a leader in the industry, we're committed to developing extraordinary leaders who share our passion and are guided by their service to others. We're excited to announce a key leadership role that will play a critical part in shaping the future of customer and partner experience at arenaflex. As a Director, Partner & Customer Service, you'll have the opportunity to lead a team of talented professionals in delivering world-class customer and partner experiences through multi-disciplinary global contact centers and related functions.

About the Role

As a Director, Partner & Customer Service, you'll be responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences. 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. You'll work closely with cross-functional teams to identify, understand, and align with customer needs, develop strategy, plans, budgets, and deliver world-class operations and services. Your expertise will be essential in establishing, measuring, and continuously improving metrics, including customer and partner experience, service levels, quality, and financials.

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

Requirements

* 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)

What We Offer

At arenaflex, we're committed to providing a comprehensive compensation and benefits package to our eligible part-time and full-time partners. This includes:

• 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 flexible workplace that allows for hybrid work (up to two days per week) for those living in the greater Seattle area

Why Join arenaflex?

* Be part of a community that's passionate about creating a culture of connection and inclusivity

• Develop extraordinary leaders who share our passion and are guided by their service to others
• Work with a talented team of professionals who are dedicated to delivering world-class customer and partner experiences
• Enjoy a fast-paced and dynamic work environment that's always evolving
• Have the opportunity to make a real impact on the lives of our customers and partners

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer and partner experiences, we'd love to hear from you. Please submit your application through our website.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that 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 Corporation 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]. Apply for this job