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About arenaflex
Welcome to arenaflex, where we believe in the power of connection and the impact of extraordinary customer experiences. Since our founding, we have been committed to building more than just a business—we're dedicated to creating meaningful relationships with our partners (employees) and customers worldwide. Our legacy is built on the foundation of service, innovation, and the relentless pursuit of excellence in everything we do.
At arenaflex, we celebrate the rich traditions that have brought people together for generations, while simultaneously embracing the future through cutting-edge technology and forward-thinking strategies. Our commitment to developing extraordinary leaders who are guided by their passion for service sets us apart in the industry. We believe that when our partners thrive, our customers thrive—and that philosophy drives every decision we make.
As we continue to expand our global footprint, we are seeking a visionary leader to join our executive team and drive the future of our Partner & Customer Service division. This is an exciting opportunity to shape the way millions of people experience our brand, while leading a world-class contact center organization that operates on a global scale.
Position Overview: Director, Partner & Customer Service
We are currently recruiting for a key leadership role—Director, Partner & Customer Service. This position offers a unique opportunity to define and execute the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences through our multi-disciplinary global contact centers and related functions.
The ideal candidate will bring exceptional leadership capabilities, a passion for customer and partner excellence, and the strategic vision to transform our contact center operations into an industry-leading model. This role oversees outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional experiences and operational excellence.
What You'll Do
As the Director of Partner & Customer Service at arenaflex, you will play a pivotal role in shaping the future of our customer and partner engagement strategies. Your responsibilities will span across multiple dimensions of our global operations, ensuring that every interaction with our brand leaves a lasting positive impression.
Leadership & Team Development
- Model leadership behaviors that are grounded in arenaflex's Mission and Values, serving as a beacon of our organizational culture
- Drive the engagement, development, and performance of all members of your team through strategic oversight and personal investment in their growth
- Set ambitious yet achievable goals and actively provide partners with comprehensive coaching, constructive feedback, and meaningful development opportunities
- Build and nurture a high-performing team culture that fosters collaboration, innovation, and continuous improvement
- Develop future leaders within the organization through mentorship programs and succession planning initiatives
Strategy & Planning
- Identify, understand, and align with customer and partner needs across all touchpoints
- Develop comprehensive strategy, plans, and budgets that support organizational objectives while driving excellence
- Establish, measure, and continuously improve key performance metrics, including customer and partner experience scores, service levels, quality indicators, and financial performance
- Translate organizational vision into actionable operational strategies that deliver measurable results
- Forecast future demands and prepare services and operations to grow and scale accordingly
Operational Excellence
- Lead strategic initiatives to identify and eliminate root causes for customer and partner pain points
- Scale operations through standardized processes and industry-leading digital capabilities
- Consistently deliver exceptional customer and partner experiences across all channels and touchpoints
- Seamlessly integrate business changes into all aspects of contact center operations while maintaining service quality
- Oversee outsourced contact center functions, ensuring vendor performance meets or exceeds established standards
- Manage multi-channel contact center operations supporting categories including retail, customer relations, human resources, facilities/equipment, and technology support
Innovation & Transformation
- Champion the adoption of innovative work methodologies and emerging technologies
- Lead transformation and continuous improvement initiatives using data-driven approaches
- Leverage analytics and insights to inform strategic decisions and operational improvements
- Drive digital transformation initiatives that enhance customer and partner experiences
- Implement industry best practices in contact center operations while customizing solutions for our unique needs
Collaboration & Communication
- Enjoy working on an energetic, fun team and have the ability to drive the business forward as part of a highly collaborative executive team
- Progressive experience with storytelling and communicating complex ideas and concepts
- Adjust communication style to create relatable content for diverse audiences to gain collaboration and buy-in
- Act in accordance with arenaflex's guiding principles in all interactions and decisions
- Build strong partnerships with cross-functional leaders across the organization
What We're Looking For
We are seeking a dynamic leader who brings a unique blend of strategic vision, operational expertise, and passion for customer and partner excellence. The ideal candidate will have a proven track record of leading large, complex contact center operations and a genuine commitment to creating exceptional experiences.
Essential Qualifications
- 10+ years of experience leading contact centers and/or customer experience centers in a senior leadership capacity
- 5+ years of experience leading contact centers in an outsourced environment (preferred)
- Progressive experience in designing and implementing world-class partner and customer experiences through strategic alignment of people, process, and technology
- Proven experience developing and implementing operations improvement strategies for global contact centers
- Comfortable with fast-paced environments and proficient in all aspects of change management
- Progressive experience in building, scaling, and leading large teams (including outsourced agents) and developing leaders and managers
- Demonstrated experience leading transformation and continuous improvement initiatives
- Strong track record of results and measurable improvements in previous roles
- Excellent communication skills with the ability to convey complex concepts to diverse audiences
- Experience with Lean, Six Sigma, or similar process improvement methodologies
Preferred Qualifications
- Master's degree in Business Administration, Operations Management, or a related field
- Experience in multi-national contact center operations
- Background in retail, hospitality, or customer-centric industries
- Knowledge of emerging contact center technologies including AI, automation, and analytics platforms
- Industry certifications in customer experience management or contact center operations
Skills & Competencies
To succeed in this role, you will need to demonstrate a comprehensive set of skills that enable you to lead effectively and drive results:
- Strategic Thinking: Ability to translate organizational vision into actionable operational strategies
- Leadership: Proven ability to inspire, engage, and develop high-performing teams
- Analytical Skills: Strong data analysis capabilities with the ability to derive actionable insights
- Communication: Exceptional verbal and written communication skills with the ability to influence stakeholders at all levels
- Problem-Solving: Creative approach to identifying root causes and implementing effective solutions
- Change Management: Expertise in leading organizational change in complex, dynamic environments
- Customer Focus: Unwavering commitment to customer and partner satisfaction
- Financial Acumen: Understanding of budget management, cost optimization, and financial performance metrics
- Technology Savvy: Comfortable leveraging technology to drive operational efficiency and enhanced experiences
- Collaboration: Strong partnership skills with the ability to work effectively across functional boundaries
Career Growth & Learning Opportunities
At arenaflex, we are committed to the continuous development and growth of our partners. This role offers exceptional opportunities for professional advancement and skill development:
- Exposure to global operations and cross-functional leadership teams
- Leadership development programs tailored to senior executives
- Opportunities to drive transformational initiatives that impact millions of customers and partners
- Mentorship from senior executives and industry leaders
- Performance-based advancement opportunities within the organization
- Access to cutting-edge technologies and innovative methodologies
- Comprehensive training in industry best practices and emerging trends
Work Environment & Culture
Join a team that embodies the spirit of collaboration, innovation, and service. At arenaflex, we foster an environment where:
- Energy and enthusiasm drive our approach to customer and partner engagement
- Fun and camaraderie are celebrated as essential elements of workplace satisfaction
- Diverse perspectives are welcomed and valued
- Innovation is encouraged and rewarded
- Work-life balance is supported through flexible scheduling options
- Team members feel empowered to make a meaningful impact
We offer a flexible workplace arrangement that allows for remote work up to two days per week, enabling you to balance professional and personal priorities while maintaining collaborative connections with your team.
Compensation & Benefits
arenaflex is proud to offer a comprehensive compensation and benefits package designed to support our partners' well-being and financial security:
- Competitive Pay: Industry-leading compensation packages commensurate with experience and qualifications
- Health Coverage: Comprehensive health coverage with a variety of plans to choose from, ensuring you and your family have access to quality care
- Education Benefits: 100% tuition coverage through our arenaflex College Achievement Plan, supporting your continued learning and development
- Stock & Savings Programs: Equity reward programs and savings initiatives to help you build long-term financial security
- Flexible Scheduling: Flexible scheduling options that adapt to your lifestyle
- Paid Time Off: Generous paid time off policies to support work-life balance
- Additional Perks: Various partner perks and discounts throughout the year
Join Our Team
We invite you to join arenaflex and become part of something extraordinary. As a leader in our Partner & Customer Service division, you will have the opportunity to inspire with every interaction and make a lasting impact on the experiences of our customers and partners worldwide.
If you are passionate about customer excellence, thrive in dynamic environments, and are ready to take your career to the next level, we encourage you to apply today. We are looking for individuals who share our commitment to service, innovation, and creating meaningful connections.
At arenaflex, we believe that every partner deserves to be treated with dignity and respect. We are 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.
Apply now and let's create exceptional experiences together!
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We are 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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. 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.