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About arenaflex
At arenaflex, we believe in the power of connection. Since our founding, we've been committed to building more than just a business – we're creating a community where every interaction matters, every partner feels valued, and every customer leaves with a memorable experience. Our legacy is built on the belief that when we serve others with authenticity, compassion, and excellence, we create lasting impact that extends far beyond our organization. We take pride in developing extraordinary leaders who share this passion and are guided by their commitment to service.
Today, arenaflex stands at the forefront of customer experience innovation. Our global contact centers serve millions of customers and partners across multiple channels and categories, including retail support, customer relations, human resources services, facilities and equipment support, and technology assistance. As we continue to grow and scale our operations, we remain steadfast in our commitment to delivering world-class experiences that set the industry standard.
Join Our Team as Director, Partner & Customer Service
We are currently seeking an exceptional leader to serve as our Director, Partner & Customer Service. This is a pivotal role that will shape the future of how arenaflex connects with its customers and partners around the world. You'll be responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of our world-class customer and partner experience through multi-disciplinary global contact centers and related functions.
If you're a visionary leader who thrives in fast-paced environments, has a proven track record of transforming contact center operations, and is passionate about creating exceptional experiences for both customers and employees, we want to hear from you!
What You'll Do
As the Director of Partner & Customer Service at arenaflex, you will lead one of our most critical functions – the heartbeat of our organization where every customer and partner interaction takes place. Your leadership will directly impact our ability to deliver on our promise of exceptional service.
- Lead Strategic Vision: Identify, understand, and align with customer and partner needs while developing comprehensive strategies, plans, and budgets that deliver world-class operations and services across all contact center functions.
- Drive Operational Excellence: Establish, measure, and continuously improve key performance metrics including customer and partner experience scores, service levels, quality indicators, and financial performance.
- Lead Transformation Initiatives: Spearhead initiatives to identify and eliminate root causes for customer and partner pain points. Scale operations through standardized processes and industry-leading digital capabilities while consistently delivering exceptional experiences.
- Manage Outsourcing Relationships: Provide oversight of outsourced contact center functions while ensuring quality, compliance, and seamless integration with internal operations.
- Build High-Performing Teams: Drive the engagement, development, and performance of all team members. Set ambitious goals and actively provide partners with coaching, feedback, and meaningful development opportunities.
- Champion Innovation: Leverage innovative work methodologies, process improvements, and cutting-edge technology to deliver operational excellence and exceptional experiences.
- Utilize Data & Analytics: Apply analytics and insights to inform decision-making, identify trends, and drive continuous improvement across all contact center operations.
- Lead Change Management: Seamlessly integrate business changes into all aspects of contact center operations while maintaining team morale and performance during periods of transformation.
- Communicate Effectively: Demonstrate progressive experience in storytelling and communicating complex ideas and concepts. Adjust communication style to create relatable content for diverse audiences to gain collaboration and buy-in.
What We're Looking For
We're seeking a leader who brings a unique blend of strategic thinking, operational expertise, and passion for customer and partner experience. The ideal candidate will have:
- Extensive Leadership Experience: Minimum of 10 years of experience leading contact centers and/or customer experience centers, with a demonstrated ability to drive results and improvements at scale.
- Outsourcing Expertise: Five or more years of experience leading contact centers in an outsourced environment is strongly preferred, giving you the insight to effectively manage external partnerships.
- Transformation Experience: Progressive experience leading transformation and continuous improvement initiatives, with a track record of successfully implementing change across complex, global operations.
- Strategic Planning Skills: Experience developing and implementing operations improvement strategies for global contact centers, including budget development, resource allocation, and performance management.
- Team Building Capability: Progressive experience in building, scaling, and leading large teams including outsource agents, with a passion for developing leaders and managers within the organization.
- Process Excellence: Experience leveraging Lean, Six Sigma, or similar methodologies to drive operational efficiency and quality improvements.
- Advanced Education: A Master's degree is preferred, though equivalent experience will be considered.
Essential Skills & Competencies
To succeed in this role, you'll need to demonstrate the following skills and competencies:
- Customer Obsession: A deep commitment to understanding and exceeding customer expectations while also championing the partner experience.
- Strategic Thinking: The ability to see the big picture while executing on detailed operational requirements.
- Analytical Mindset: Comfortable with data-driven decision-making and using metrics to drive performance improvements.
- Change Leadership: Ability to lead through ambiguity and manage complex organizational change with grace and effectiveness.
- Cross-Functional Collaboration: Proven ability to work effectively with diverse stakeholders across multiple departments and geographic locations.
- Executive Communication: Exceptional verbal and written communication skills with the ability to present complex ideas to senior leadership and influence key decisions.
- Financial Acumen: Strong understanding of budget management, cost optimization, and financial reporting within contact center operations.
- Technology Savvy: Familiarity with contact center technologies, CRM systems, workforce management tools, and digital communication platforms.
Career Growth & Learning Opportunities
At arenaflex, we believe in investing in our people. As the Director of Partner & Customer Service, you'll have access to unparalleled growth opportunities including:
- Leadership Development: Access to our executive leadership programs designed to sharpen your strategic thinking and prepare you for future senior leadership roles.
- Continuous Learning: Generous tuition reimbursement and professional development opportunities to expand your skills and knowledge.
- Industry Exposure: Work with cutting-edge technologies and methodologies that will position you as a thought leader in the customer experience industry.
- Career Path Advancement: This role serves as a gateway to even greater leadership opportunities within our organization, including potential Vice President and C-suite positions for high-performing leaders.
- Global Perspective: Gain invaluable experience managing global operations and working with diverse teams across multiple continents.
Work Environment & Culture
At arenaflex, we foster a culture of inclusion, collaboration, and excellence. Our work environment is characterized by:
- Inclusive Workplace: We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe this enables us to better meet our mission and serve our customers throughout our global communities.
- Flexible Work Arrangements: For candidates in the greater Seattle area, we offer a flexible workplace that allows for hybrid work. Partners can work remotely up to two days per week, providing the best of both worlds.
- Team Dynamics: You'll work on an energetic, fun team where collaboration is celebrated, and every voice matters. We believe the best ideas come from diverse perspectives working together toward common goals.
- Values-Driven Leadership: We act in accordance with our guiding principles, ensuring that everything we do aligns with our core values of integrity, inclusion, and excellence.
Compensation & Benefits
arenaflex is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. We believe in taking care of those who take care of our customers and each other.
- Competitive Pay: We offer industry-competitive salaries that reflect your experience, skills, and contributions.
- Tuition Coverage: 100% tuition coverage through our arenaflex College Achievement Plan, enabling you to pursue your educational goals.
- Health & Wellness: Comprehensive health coverage with a variety of plans to choose from, ensuring you and your family have access to quality care.
- Financial Security: Stock and savings programs including our equity reward program, giving you a stake in arenaflex's success.
- Flexible Scheduling: We understand life happens, which is why we offer flexible scheduling options to support work-life balance.
- Paid Time Off: Generous paid time off policies that allow you to recharge and return refreshed.
- Additional Perks: Many more benefits designed to support your overall well-being and financial health.
How to Apply
If you're ready to take the next step in your career and make a meaningful impact at arenaflex, we encourage you to apply today! This is your opportunity to join a company that's defining the future of customer experience and partner engagement.
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.
People of color, women, LGBTQIA+, veterans, and persons with disabilities are strongly 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.
Join us and inspire with every interaction. Apply today and become part of the arenaflex family!