**Experienced Director, Partner & Customer Service – Global Contact Center Leadership**
At arenaflex, we're not just brewing coffee – we're crafting experiences that bring people together. As a leader in the industry, we're passionate about developing extraordinary leaders who share our commitment to service and excellence. We're now seeking a highly skilled and experienced Director, Partner & Customer Service to join our team and drive the strategy, planning, operations, and delivery of world-class customer and partner experiences through our global contact centers.
**About arenaflex**
arenaflex is a dynamic and innovative company that's dedicated to creating a culture of connection and community. We're known for our commitment to excellence, our passion for customer service, and our dedication to developing leaders who share our values. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create experiences that inspire and delight our customers.
**Job Summary**
As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, and operations of our global contact centers, including the development and implementation of world-class partner and customer experiences. You'll work closely with our team to identify and eliminate root causes of customer and partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and consistently deliver exceptional customer and partner experiences.
**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
* Experience working with diverse teams and populations
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
**Skills and Competencies**
* Strong leadership and management skills
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
* Strong analytical and problem-solving skills
* Ability to work collaboratively with diverse teams and populations
* Experience with Lean, Six Sigma, or similar methodologies
* Strong business acumen and understanding of customer experience and operations
* Ability to develop and implement strategic plans and initiatives
* Strong coaching and development skills
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our leaders grow and develop their skills and careers. As a Director, Partner & Customer Service, you'll have access to a range of learning and development opportunities, including:
* Leadership development programs and training
* Coaching and mentoring from experienced leaders
* Opportunities for professional growth and advancement
* Access to industry-leading tools and technologies
* Collaborative and dynamic work environment
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that's dedicated to creating a culture of connection and community. We're passionate about developing extraordinary leaders who share our commitment to service and excellence. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create experiences that inspire and delight our customers.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include:
* Competitive pay and benefits package
* 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 industry-leading tools and technologies
* Collaborative and dynamic work environment
**How to Apply**
If you're a motivated and experienced leader who's passionate about customer service and excellence, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunities employer and welcome applications from diverse candidates.
**Equal Employment Opportunity**
arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
**Accommodation for Disability**
arenaflex 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 [insert contact information].
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**About arenaflex**
arenaflex is a dynamic and innovative company that's dedicated to creating a culture of connection and community. We're known for our commitment to excellence, our passion for customer service, and our dedication to developing leaders who share our values. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create experiences that inspire and delight our customers.
**Job Summary**
As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, and operations of our global contact centers, including the development and implementation of world-class partner and customer experiences. You'll work closely with our team to identify and eliminate root causes of customer and partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and consistently deliver exceptional customer and partner experiences.
**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
* Experience working with diverse teams and populations
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
**Skills and Competencies**
* Strong leadership and management skills
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
* Strong analytical and problem-solving skills
* Ability to work collaboratively with diverse teams and populations
* Experience with Lean, Six Sigma, or similar methodologies
* Strong business acumen and understanding of customer experience and operations
* Ability to develop and implement strategic plans and initiatives
* Strong coaching and development skills
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our leaders grow and develop their skills and careers. As a Director, Partner & Customer Service, you'll have access to a range of learning and development opportunities, including:
* Leadership development programs and training
* Coaching and mentoring from experienced leaders
* Opportunities for professional growth and advancement
* Access to industry-leading tools and technologies
* Collaborative and dynamic work environment
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative company that's dedicated to creating a culture of connection and community. We're passionate about developing extraordinary leaders who share our commitment to service and excellence. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create experiences that inspire and delight our customers.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include:
* Competitive pay and benefits package
* 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 industry-leading tools and technologies
* Collaborative and dynamic work environment
**How to Apply**
If you're a motivated and experienced leader who's passionate about customer service and excellence, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're an equal opportunities employer and welcome applications from diverse candidates.
**Equal Employment Opportunity**
arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
**Accommodation for Disability**
arenaflex 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 [insert contact information].
Apply Job!
For more such jobs please click here!