Director of Guest Service Center – Remote Customer Service Leadership Position

Posted 2026-05-06

Remote, USA Full-time Immediate Start

About Arenaflex

Welcome to arenaflex – a renowned Fortune 50 organization and one of America's leading retail innovators. For decades, we have been at the forefront of delivering exceptional shopping experiences to millions of guests across the nation and around the globe. Our commitment to innovation, guest satisfaction, and operational excellence has made us a household name and a trusted partner for millions of customers seeking quality products and unparalleled service.

At arenaflex, we believe that great customer service is the foundation of lasting relationships. Our Financial and Retail Services (FRS) division plays a critical role in strengthening guest loyalty, driving sales, and maximizing profitability by providing outstanding enterprise services and payment solutions. We are more than just a retailer – we are a community committed to making a positive impact on the lives of everyone we touch.

Join Our World-Class Guest Services Team

Are you a visionary leader passionate about delivering extraordinary customer experiences? Do you thrive in dynamic, fast-paced environments where innovation meets operational excellence? If so, we have an incredible opportunity for you to join arenaflex as our Director of Guest Service Center.

Our FRS service centers serve as the voice of the guest to arenaflex, handling over 100 million contacts annually! At FRS, we cultivate loyalty and create exceptional experiences through outstanding support and assistance. We take pride in embedding every interaction with the hallmark arenaflex service that guests and team members alike have come to expect. The Target.com Guest Services (TGS) team supports all guest inquiries, issues, reviews, and comments related to digital orders, vendor initiatives, and related experiences.

As the Director of Target.com Guest Services, you will provide functional and strategic leadership to contact center leaders and team members. You will build and maintain a high-quality guest service team that delivers exceptional experiences to our guests while working in a dynamic and fast-moving environment. You will develop and implement robust operational strategies to create efficiency and deliver strong operational and cost results. You will share leadership insights and collaborate with key partners across the organization to improve guest experience, reduce guest pain points related to digital orders, site experience, availability, delivery, pricing, and more.

This position may have responsibility for driving a global team – with leadership in multiple locations, remote agents, and onshore and offshore teams by utilizing relationships with vendor management and support teams.

Key Responsibilities

Business Operations

Lead an internal team of 6 to 9 Senior Managers or Managers and 100+ team members handling guest contacts

Responsible for resource strategy, development of organizational structure, and staffing models that align with the growth plan and needs of arenaflex.com

Accountable for guest service operations procedures including but not limited to level one support, executive accelerations, guest reviews, mobile support, marketplace, across various support channels including chat, telephone, and email

Responsible for assisting with development of annual cost budgets and monthly budget forecasts

Effectively lead efforts to manage costs to budget

Ensure that all support and quality goals are consistently met through strong routines, training phases, and process improvements, while adhering to cost guidelines

Work with effective and efficient use of technology to support contact center needs and growth

Build strong internal networks with FRS Training, Communication, Analytics, Workforce Management, Technology initiatives, and Product teams to enable contact center success

Maintain regulatory and internal compliance

Enterprise Strategy

Drive initiatives that promote and deepen guest relationships

Build strong enterprise partnerships across Digital, Guest Experience, Enterprise Insights, Store Operations, Marketing, Supply Chain, Finance, Tech, Distribution, and Vendor teams to develop successful strategies and procedures to elevate guest service and experience, business, team, and financial performance

Partner with Global Vendor Operations (GVO) to lead outsourced work, identify and drive global resource strategy, and strong support performance

Team Leadership and Development

Model and develop strong team culture anchored in arenaflex's purpose and values

Build and maintain an inclusive and connected workplace for a high-performing team that thrives on guest centricity and innovation

Attract, develop, and retain talent through effective talent management practices to build a world-class guest service team

Reporting and Working Relationships

Reports to: Senior Director, FRS at TII

Interacts with: FRS and Associate and Retail Services leadership teams. Relationships are with Senior Leaders and teams across arenaflex.com, Finance, Tech, Store Operations, Merchant Organization, HR, offshore vendor partners, and other internal/external partners as needed.

Minimum Requirements

Education: Bachelor's degree or higher in any discipline

Experience: 10 to 15 years of total experience with at least 8 years of leadership experience in driving large teams, managing multiple processes, and strategic initiatives in Retail, E-commerce, and/or Financial Service Centers

Demonstrated excellence in communication, customer service, and relationship-building skills

Flexibility to work varied schedules to meet demands across time zones (24/7/365)

Proven track record of delivering significant business results and driving transformational initiatives

Strong strategic and critical thinking abilities

Background in the Customer Service/CX industry discipline

Strong analytical and reporting capabilities

Ability to inspire and influence large teams and partners

Demonstrated project management skills

Willingness to work in rotational shifts across 24-hour operations

Preferred Qualifications

Master of Business Administration (MBA) degree

Experience leading/supporting technology transformation projects in a service environment

Experience in global resourcing and vendor management

Multilingual capabilities (especially Spanish or Mandarin)

Six Sigma or Lean certification

Experience with AI and automation in customer service operations

Skills and Competencies

To excel in this role, you will need a unique blend of technical and interpersonal skills:

Strategic Vision: The ability to see the big picture and align team efforts with organizational goals

Operational Excellence: Strong focus on process improvement and efficiency

Data-Driven Decision Making: Comfortable with analytics, reporting, and using data to inform strategy

Change Management: Experience leading teams through transformation and technology changes

Cross-Functional Collaboration: Ability to work effectively with multiple departments and stakeholders

Conflict Resolution: Skilled at managing escalations and difficult situations

Budget Management: Experience managing significant budgets and cost centers

Technology Savvy: Familiarity with contact center technologies, CRM systems, and digital platforms

Career Growth Opportunities

At arenaflex, we believe in investing in our people and providing pathways for career advancement. As the Director of Guest Service Center, you will have access to:

Leadership Development Programs: Access to arenaflex's world-class leadership training and development resources

Cross-Functional Exposure: Opportunities to work with various business units and gain diverse experience

Strategic Projects: Involvement in high-impact initiatives that shape the future of guest services

Global Experience: Potential to expand your leadership across international markets and teams

Executive Mentorship: Guidance from senior executives to accelerate your career progression

Advanced Education Support: Tuition reimbursement and educational assistance for qualified candidates

Work Environment and Culture

arenaflex is more than a workplace – it's a community where diversity is celebrated, innovation is encouraged, and every team member matters. Our culture is built on:

Inclusivity: We foster an environment where diverse perspectives are valued and respected

Innovation: We encourage creative problem-solving and continuous improvement

Work-Life Balance: We support flexible work arrangements and prioritize employee well-being

Team Spirit: We believe in collaboration, mutual support, and celebrating achievements together

Guest Centricity: Everything we do is focused on creating memorable experiences for our guests

As a leader at arenaflex, you will have the opportunity to shape the culture of your team and contribute to our broader organizational values. We believe that when our team members thrive, our guests thrive – and that drives our success.

Compensation and Benefits

We recognize that our people are our most valuable asset, and we are committed to providing competitive compensation and comprehensive benefits:

Competitive Salary: $35-$40 per hour (commensurate with experience and qualifications)

Annual Bonus: Performance-based incentive programs

Health and Wellness: Comprehensive medical, dental, and vision insurance

Retirement Plans: 401(k) with company match

Paid Time Off: Generous vacation, sick leave, and personal days

Employee Discounts: Exclusive discounts on arenaflex products and services

Parental Leave: Comprehensive leave for new parents

Employee Assistance Program: Support for personal and professional challenges

Career Development: Continuous learning opportunities and skill-building programs

Why Join Arenaflex?

When you join arenaflex, you become part of something bigger. You become part of a legacy of excellence, innovation, and commitment to serving our guests and communities. You will work alongside talented professionals who are passionate about what they do and dedicated to making a difference.

This is more than just a job – it's a career opportunity to lead a world-class team, drive meaningful change, and shape the future of guest services in the retail industry. If you are ready to take the next step in your career and make a lasting impact, we invite you to apply today.