Director, Partner & Customer Service (Remote) - Lead the Way in Delivering Exceptional Experiences at arenaflex

At arenaflex, we're not just a company - we're a community that's passionate about creating a culture of connection and service. As a leader in the industry, we're committed to developing extraordinary leaders who share this passion and are guided by their service to others. We're now seeking a talented and experienced Director, Partner & Customer Service to join our team and help us drive 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 company that's dedicated to bringing people together and creating a sense of community. We believe that by putting our partners and customers at the heart of everything we do, we can create a truly exceptional experience that sets us apart from the rest. Our company culture is built on a foundation of values that include empathy, respect, and a passion for delivering exceptional service.

Job Summary

As a Director, Partner & Customer Service at arenaflex, you will be responsible for leading 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. This includes oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.

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 analyze complex data and develop insights
• Strong problem-solving and critical thinking skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Strong analytical and technical skills
• Ability to develop and implement effective strategies and plans
• Strong collaboration and teamwork skills
• Ability to build and maintain strong relationships with stakeholders

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our leaders grow and develop their careers. As a Director, Partner & Customer Service, you'll have access to a range of training and development opportunities, including:

• Leadership development programs
• Coaching and mentoring
• Training and development workshops
• Opportunities for advancement and career growth
• Access to arenaflex's extensive library of online courses and training resources

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that's passionate about creating a culture of connection and service. 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. Our company culture is built on a foundation of values that include empathy, respect, and a passion for delivering exceptional service.

Compensation, Perks, and Benefits

arenaflex is proud to offer 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 arenaflex's extensive library of online courses and training resources

How to Apply

If you're a talented and experienced 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 can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity 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]. Apply for this job