**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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