At arenaflex, we're not just a company – we're a community that's passionate about delivering extraordinary customer and partner experiences. Our mission is to create a culture that's guided by our values and fueled by our passion for service to others. As a leader in the industry, we're committed to developing extraordinary leaders who share this vision and are dedicated to making a positive impact.
We're excited to announce an exceptional opportunity for a seasoned leader to join our team as a Director, Partner & Customer Service. This key leadership role will be responsible for driving 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.
**About arenaflex**
arenaflex is a forward-thinking organization that's dedicated to innovation and excellence. We're known for our commitment to developing extraordinary leaders who share our passion for service to others. Our company culture is built on a foundation of respect, empathy, and open communication, and we're proud to be an inclusive and diverse workplace.
**Job Summary**
As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, and operations of our global contact centers, ensuring that we deliver exceptional customer and partner experiences. You'll work closely with our teams to identify and eliminate root causes of customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and consistently deliver exceptional customer/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
**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
**Skills and Competencies**
* Strong leadership and management skills, with the ability to drive results and inspire teams
* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders
* Strong analytical and problem-solving skills, with the ability to identify and analyze complex problems and develop effective solutions
* Experience with contact center operations, including customer experience, service levels, quality, and financials
* Experience with process improvement and change management, including Lean and Six Sigma methodologies
* Strong business acumen, with the ability to develop and implement business strategies and plans
* Experience working in a fast-paced environment, with the ability to adapt to changing priorities and deadlines
**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
* Mentorship and coaching from experienced leaders
* Opportunities for career advancement and growth
* Access to arenaflex's comprehensive benefits package, including health coverage, stock and savings programs, and paid time off
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a culture that's guided by our values and fueled by our passion for service to others. As a Director, Partner & Customer Service, you'll be part of a highly collaborative team that's dedicated to delivering exceptional customer and partner experiences.
**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 and savings programs, including our equity reward program, Bean Stock
* Flexible scheduling and opportunities for paid time off
* Access to arenaflex's comprehensive benefits package, including health coverage, stock and savings programs, and paid time off
**How to Apply**
If you're a seasoned leader who's passionate about delivering exceptional customer and partner experiences, 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 inclusive workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA, veterans, and persons with disabilities are encouraged to apply.
**Accommodations for Applicants with Disabilities**
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].