Experienced Director of Customer Service – Global Operations and Team Leadership

At arenaflex, we're on a mission to revolutionize the way people experience entertainment and storytelling. As a pioneer in the industry, we're seeking a seasoned and visionary leader to join our team as the Director of Customer Service. This is an exceptional opportunity to shape the future of customer care and drive business growth across our global and regional operations.

About arenaflex

arenaflex is a leading entertainment company that has disrupted the traditional television and movie industry with its innovative streaming services. With a global presence and a diverse range of content, we're committed to delivering an unparalleled viewing experience to our subscribers. Our company culture is built on a foundation of innovation, creativity, and customer obsession, and we're looking for like-minded individuals to join our team.

Job Summary

We're seeking a highly experienced and results-driven Director of Customer Service to lead our customer care operations across Mexico, Peru, and Brazil. As a senior leader, you'll be responsible for driving business growth, improving customer satisfaction, and developing high-performing teams that embody arenaflex's unique culture and values. You'll work closely with our global customer care leadership team to identify opportunities for improvement and implement best practices across our organization.

Key Responsibilities

• Direct current operations in Mexico, Peru, and Brazil, driving ideal performance and efficiency

• Build a culture that upholds our core purpose of making the Netflix experience stunningly better
• Develop and maintain a high-performing team culture where employees are highly engaged and motivated
• Collaborate closely with site authorities and global customer care management to deliver exceptional service and support to Netflix customers while achieving year-over-year cost efficiency
• Lead and drive support projects and new initiatives that enable us to gain insights and identify best practices to share across the global CS organization
• Create, develop, and implement new strategies and work processes to manage operational scale efficiently
• Support your team as a resource for growth and development, eliminating barriers and obstacles
• Build strong relationships and partnerships with cross-functional teams

Essential Qualifications

• 10+ years of experience leading and managing large-scale operations at a multi-country level (1000+ employees)

• Proven experience creating and driving high-performing teams in a culture of excellence
• History of building strong relationships within CS and cross-functional teams
• Understanding of electronic content and streaming technologies
• Experience managing cross-functional teams (i.e., WFM, Learning and Development, Insights, etc.)
• Strong analytical skills with the ability to interpret and summarize complex performance and customer data patterns to drive meaningful initiatives that are aligned with business objectives
• Experience presenting reports, trends, and recommendations to the team and senior leadership
• Demonstrated ability to track, measure, and improve multi-cultural and multi-trained teams
• Excellent communication and interpersonal skills with the ability to articulate opinions and provide feedback
• Strong communication skills in multiple formats (one-on-one to large all-hands meetings) and configurations (written, informal, or formal presentations, group meetings, etc.)
• Ability to thrive in a fast-paced environment, with a high level of academic curiosity, and an objective-driven entrepreneurial mindset
• Ability to collaborate, influence, and partner effectively with senior internal stakeholders
• Demonstrated ability to lead through change, uncertainty, and growth
• Proven history of advancing, testing assumptions, and implementing better methodologies

Preferred Qualifications

• Experience working in a customer-facing role, with a focus on delivering exceptional customer experiences

• Familiarity with arenaflex's products and services
• Experience working in a global or international environment
• Knowledge of customer relationship management (CRM) software and tools
• Experience with data analysis and reporting tools (e.g., Tableau, Power BI)

Career Growth Opportunities and Learning Benefits

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

• Leadership development programs
• Training and certification programs
• Mentorship and coaching
• Cross-functional training and development opportunities
• Access to arenaflex's internal knowledge management platform

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values innovation, creativity, and customer obsession. Our company culture is built on a foundation of:

• Collaboration and teamwork
• Open communication and feedback
• Continuous learning and development
• Diversity, equity, and inclusion
• Employee well-being and work-life balance

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary: $35-$40 per year
• Bonus structure: performance-based bonuses
• Benefits: comprehensive health insurance, retirement plan, and paid time off
• Perks: access to arenaflex's products and services, flexible work arrangements, and professional development opportunities

How to Apply

If you're a seasoned leader with a passion for customer care and a drive for excellence, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume, cover letter, and any relevant supporting documents.

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