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

At arenaflex, we're not just building a company - we're crafting a community that's passionate about making a tangible difference. As a Director, Partner & Customer Service, you'll be at the forefront of driving success, leading a team that's dedicated to delivering world-class customer and partner experiences. Whether you're part of our remote hub or working remotely, you'll be a core part of our team, shaping the future of arenaflex and making a lasting impact.

About arenaflex

arenaflex is a dynamic organization that's committed to innovation, excellence, and customer satisfaction. We're a company that's passionate about developing extraordinary leaders who share our passion for service and are guided by their commitment to others. Our mission is to create a culture that's inclusive, diverse, and welcoming, where everyone feels valued and empowered to succeed.

Job Summary

We're seeking a seasoned leader who can drive 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. As a Director, Partner & Customer Service, you'll be responsible for overseeing 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

• 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
• Strong understanding of customer experience and contact center operations
• Experience with data analysis and metrics-driven decision-making
• Strong communication and interpersonal skills

Skills and Competencies

* Strong leadership and management skills

• Excellent communication and interpersonal skills
• Ability to drive results and improvements in a fast-paced environment
• Strong analytical and problem-solving skills
• Ability to work collaboratively with cross-functional teams
• Strong understanding of customer experience and contact center operations
• Experience with data analysis and metrics-driven decision-making
• Strong storytelling and communication skills

Career Growth Opportunities and Learning Benefits

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

• Leadership development programs
• Training and coaching on customer experience and contact center operations
• Opportunities for professional growth and advancement
• Access to arenaflex's comprehensive benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We're committed to creating a workplace that's welcoming and empowering for everyone. As a Director, Partner & Customer Service, you'll be part of a highly collaborative team that's passionate about delivering exceptional customer and partner experiences.

Compensation, Perks, and Benefits

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

• Competitive salary
• 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 arenaflex's comprehensive benefits package

How to Apply

If you're a seasoned leader who's passionate about delivering exceptional customer and partner experiences, we'd love to hear from you. Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job

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