**Director, Network Customer Experience - National Office (Remote)**

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences across our vast network of service delivery systems. As a Director, Network Customer Experience, you'll play a pivotal role in shaping the future of customer experience at arenaflex, driving innovation, and fostering a culture of excellence. If you're passionate about building strong relationships, leading high-performing teams, and making a meaningful impact, we want to hear from you. **About arenaflex** arenaflex is a leading organization dedicated to empowering communities through innovative solutions and exceptional customer experiences. With a strong commitment to our values of caring, honesty, respect, and responsibility, we strive to make a positive difference in the lives of our members and stakeholders. As a remote-first organization, we offer the flexibility and autonomy to work from anywhere in the continental United States, while still being part of a dynamic and collaborative team. **Job Summary** As a Director, Network Customer Experience, you'll be responsible for leading the development and implementation of a unified, world-class customer experience strategy across our Service Delivery System. You'll work closely with our Network Partners, department leaders, and other stakeholders to ensure seamless support and alignment with organizational priorities. Your expertise will be instrumental in driving continuous quality improvement, advancing strategic direction, and enhancing the overall customer experience. **Responsibilities** * **Unify and Equip the Network** + Build and maintain relationships with Ys across the Network to build credibility of arenaflex strategy and supports. + Align practices and strategies across the Network to create shared systems, processes, goals, and outcomes for engagement and activation of Leading Practices and strategic solutions. + Develop a Customer Experience Framework for arenaflex's Service Delivery System. + Build the capacity of the Network to support arenaflex's Customer Experience process. + Ensure that the channels of the Service Delivery System are aligned and in support of the Practice Leadership Strategy. * **Provide Leadership to Centralized Intake for arenaflex's Service Delivery System** + Supervise the Customer Experience Team. + Advance implementation and dissemination efforts to ensure Ys, Service Delivery Partners, and other key stakeholders have the resources they need to effectively implement a multi-door Service Delivery System. + Lead the Centralized Customer Experience Team at arenaflex, provide intake for all areas of the Service Delivery System. + Drive and support strategy development and execution for the Y Network and department leaders at arenaflex for common customer experience. + Lead the implementation and continuous quality improvement of a Centralized Intake function to ensure the multiple door strategy. + Develop and maintain a comprehensive product and services menu for Ys. + Continue to develop content, process methods, and the development of resources and tools to support customer experience. + Partner with Network Partners and department leaders at arenaflex to ensure all are equipped to deliver a consistent customer experience that aligns with organizational priorities. + Manage execution of approaches to support organizational priorities to include diversity, equity, and inclusion. * **Guide Continuous Quality Improvement** + Foster a continuous growth strategy for the Service Delivery System at arenaflex. + Identify areas for continued efficiencies in intake and service. + Ensure systems needed to deliver a consistent, high-quality customer experience are in place and utilized with fidelity. + Gather data and trends to utilize for continuous quality improvement of practices. + Deliver regular and relevant reporting of all system activity. + Identify opportunities for introduction back into the Innovation Process. + Ensure alignment and fidelity of arenaflex's Service Delivery System across all channels. * **Manage Systems to Support Engagement and Activation of the Network to support arenaflex Leading Practices and Strategic Mobilization around Emergent Needs** + Ensure that Practice Leaders are equipped to leverage the arenaflex network to: (a) increase adoption and usage of arenaflex developed products/solutions; (b) identify bright spots; (c) provide programmatic support to Network Partners. + Manage utilization of existing systems to ensure seamless support to the Y. **Qualifications** * Bachelor's degree is required. Master's Degree in Business or Human Services, Community Engagement, Organizational Development, Organizational Behavior, or Public Policy is preferred. * Minimum 10 years of experience working collaboratively and building partnerships with staff of local YMCAs or other community-based organizations to implement organizational priorities is strongly preferred. * Minimum 10 years of experience building strong relationships among a wide variety of stakeholders (government officials, community-based organizations, school officials, members of faith-based institutions, other non-profits, and community members) to advance a common cause is strongly preferred. * Minimum 10 years of experience working with or within Ys to reach and support community members in the Leading Practice area preferred. * Experience working within arenaflex's Service Delivery System is preferred. * At least two of the preferred work experiences and/or preferred education are required. * Experience supervising and leading staff is preferred. * Project management experience is preferred. * Ability to travel approximately 20% of the time. * Demonstrated ability to multi-task and manage complex systems with superior technical and project management skills is required. * Must possess excellent analytical, problem-solving skills, and be able to comply with all administrative processes. * Excellent verbal, written, and interpersonal communication and presentation skills are required. * Demonstrated experience in engaging multiple stakeholders, facilitating, coaching, mentoring is required. * Excellent time management skills, initiative, and the ability to take direction. * Demonstrated ability to influence others to achieve objectives is required. * Requires a commitment to the arenaflex character development values of caring, honesty, respect, and responsibility. **Work Environment & Physical Demands** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. * The employee frequently is required to sit and reach, and must be able to move around the work environment. * The employee must occasionally lift and/or move up to 10 pounds. * Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. * The noise level in the work environment is usually moderate. **Benefits** We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off, all in a work from anywhere in the U.S. workplace. **Salary Range** The salary range for this position is $110,900.00 - $147,800.00 per year, depending on experience. If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and collaborative environment that's shaping the future of customer experience. Apply for this job