**Director, Partner & Customer Service (Remote) – Join arenaflex in Shaping Exceptional Customer and Partner Experiences**
At arenaflex, we're not just a company – we're a community of passionate individuals driven by a shared purpose: to deliver extraordinary customer and partner experiences that leave a lasting impact. As a leader in the industry, we're committed to fostering a culture of innovation, inclusivity, and growth. We're now seeking a seasoned Director, Partner & Customer Service to join our team and help shape the future of customer experience.
**About arenaflex**
arenaflex is a forward-thinking organization that's dedicated to pushing the boundaries of what's possible. Our mission is to create a world where every interaction is a positive one, where customers feel seen, heard, and valued. We believe that by putting people at the heart of everything we do, we can build a more compassionate, more connected, and more sustainable world.
**The Role**
As our Director, Partner & Customer Service, you'll be responsible for leading 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. 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.
**Key Responsibilities**
* Model leadership behaviors that are grounded in arenaflex's Mission and Values, driving the engagement, development, and performance of all members of the team
* Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success
* Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering 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
**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 stakeholders
* Strong analytical and problem-solving skills
* Ability to adapt to changing priorities and deadlines
**What We Offer**
* Competitive compensation and 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
* Flexible scheduling and opportunities for paid time off
* A comprehensive compensation and benefits package that includes:
+ Competitive salary and bonus structure
+ Comprehensive health insurance (medical, dental, vision)
+ 401(k) matching program
+ Paid time off (vacation, sick leave, holidays)
+ Flexible scheduling and remote work options
+ Professional development opportunities and training programs
* A dynamic and inclusive work environment that values diversity, equity, and inclusion
* Opportunities for career growth and advancement
* A chance to work with a talented and passionate team of professionals who are dedicated to making a difference
**Work Environment and Culture**
arenaflex is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this 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.
**How to Apply**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer and partner experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We are committed to creating a diverse and inclusive workplace that values diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds and experiences. 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].
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**About arenaflex**
arenaflex is a forward-thinking organization that's dedicated to pushing the boundaries of what's possible. Our mission is to create a world where every interaction is a positive one, where customers feel seen, heard, and valued. We believe that by putting people at the heart of everything we do, we can build a more compassionate, more connected, and more sustainable world.
**The Role**
As our Director, Partner & Customer Service, you'll be responsible for leading 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. 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.
**Key Responsibilities**
* Model leadership behaviors that are grounded in arenaflex's Mission and Values, driving the engagement, development, and performance of all members of the team
* Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success
* Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering 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
**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 stakeholders
* Strong analytical and problem-solving skills
* Ability to adapt to changing priorities and deadlines
**What We Offer**
* Competitive compensation and 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
* Flexible scheduling and opportunities for paid time off
* A comprehensive compensation and benefits package that includes:
+ Competitive salary and bonus structure
+ Comprehensive health insurance (medical, dental, vision)
+ 401(k) matching program
+ Paid time off (vacation, sick leave, holidays)
+ Flexible scheduling and remote work options
+ Professional development opportunities and training programs
* A dynamic and inclusive work environment that values diversity, equity, and inclusion
* Opportunities for career growth and advancement
* A chance to work with a talented and passionate team of professionals who are dedicated to making a difference
**Work Environment and Culture**
arenaflex is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this 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.
**How to Apply**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer and partner experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We are committed to creating a diverse and inclusive workplace that values diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds and experiences. 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 Job!
For more such jobs please click here!