Director, Service Optimization (Customer Service) - Remote
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a strategic leader in our Service Optimization team, you'll play a pivotal role in driving operational efficiency, improving member satisfaction, and leveraging technology to enhance our service delivery. If you're passionate about innovation, collaboration, and making a meaningful impact, we want to hear from you.
About arenaflex
arenaflex is a forward-thinking organization that's dedicated to empowering individuals and businesses to thrive in an ever-changing world. With a strong focus on innovation, customer satisfaction, and employee well-being, we're committed to creating a workplace culture that's inclusive, supportive, and inspiring. As a remote-first company, we believe that everyone deserves the flexibility to work from anywhere, at any time, while still being part of a dynamic and collaborative team.
Job Summary
We're seeking an experienced Director, Service Optimization to lead our efforts in enhancing service delivery and workforce management optimization. As a strategic leader, you'll be responsible for developing and implementing strategies to improve member experience, optimize processes, and leverage technology for operational efficiency. You'll collaborate with cross-functional teams, including IT, Operations, and Business Integration, to ensure seamless execution of strategic initiatives and drive continuous improvement across all service touchpoints.
Responsibilities
As a Director, Service Optimization, you'll be responsible for:
Leading the technical execution of a multi-year roadmap for service optimization
, incorporating people, process, and technology perspectives to drive operational efficiency and improve member satisfaction.
Collaborating with cross-functional teams
, including IT, Operations, and Business Integration, to ensure seamless execution of strategic initiatives and drive continuous improvement across all service touchpoints.
Developing and implementing strategies, controls, and roadmaps
to ensure continued improvement in the synchronization of systems, people, processes, and performance.
- Overseeing the implementation and optimization of CRM, telephony, and other critical technologies, ensuring alignment with business requirements and operational needs.
Assessing current state operations, identifying improvement opportunities
, and implementing strategies to enhance service delivery and customer satisfaction.
Managing large-scale projects targeting efficiency gains and enhanced member experiences
, utilizing methodologies such as Agile, SDLC, and human-centered design thinking.
Directing the Workforce Management team
that monitors real-time performance and adherence to defined schedules and off-line activity.
Overseeing forecasting and scheduling models
as well as workforce management tools used to forecast call volume, create staffing requirements, and generate work schedules.
Preparing both daily and long-term staffing requirements
and adjusting schedules based on dynamic needs.
Developing and monitoring performance metrics
to assess the effectiveness of service operations and identify areas for improvement.
- Serving as the primary liaison between Commercial Service Operations business units and IT, to develop joint plans for system implementations and enhancements.
Partnering with stakeholders
to drive business readiness and successful implementation of Salesforce and other technologies.
Fostering a culture of collaboration and transparency
, building strong relationships with key stakeholders across the organization.
Requirements
To be successful in this role, you'll need:
Bachelor's Degree
or an additional 4 years of relevant work experience in lieu of a Bachelor's degree.
8 years of experience
in service center operations or Scheduling/Forecasting within a Call Center environment.
3 years of management experience
in workforce management or service optimization related fields.
Nice-to-Haves
*
MBA or equivalent masters-level degree
.
- Experience with CRM systems (i.e. Salesforce), telephony solutions (i.e. NICE, GENESYS), AI-driven insights platforms, and customer engagement technologies.
Proven track record of leading large-scale, mission-critical projects
and driving operational efficiencies.
Experience executing strategic roadmaps
to achieve organizational goals and performance outcomes.
Benefits
As a valued member of our team, you'll enjoy:
Comprehensive benefits package
.
Various incentive programs/plans
.
401k contribution programs/plans
.
How to Apply
If you're passionate about innovation, collaboration, and making a meaningful impact, we want to hear from you. Apply now to join our dynamic team at arenaflex and take the first step towards a rewarding career in service optimization. Apply Job! Apply for this job