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About arenaflex
At arenaflex, we believe in the power of connection. Since our founding, we've been committed to creating meaningful experiences—not just for our customers, but for every individual who walks through our doors or interacts with our brand. We're not just building a company; we're fostering a community built on respect, excellence, and the relentless pursuit of better ways to serve.
Our commitment to innovation extends beyond our products and services. We're dedicated to transforming how organizations think about customer experience and partner engagement. We're looking for a visionary leader who shares our passion for creating world-class experiences and who wants to be part of something bigger than themselves.
The Opportunity
Are you a proven leader in contact center operations and customer experience? Do you thrive in dynamic environments where you can shape strategy, drive transformation, and inspire teams to deliver exceptional results? If so, we have an exciting opportunity for you to join arenaflex as our Director of Partner & Customer Service.
This is a pivotal leadership role responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experience through our multi-disciplinary global contact centers and related functions. You'll have oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional experiences and operational excellence.
What You'll Do
As the Director of Partner & Customer Service at arenaflex, you will:
- Lead with Purpose: Model leadership behaviors that are grounded in arenaflex's Mission and Values. Drive the engagement, development, and performance of all members of your team. Set ambitious goals and actively provide partners with coaching, feedback, and development opportunities that foster growth and excellence.
- Strategy & Planning: Identify, understand, and align with customer and partner needs. Develop comprehensive strategy, plans, and budgets that deliver world-class operations and services. Establish, measure, and continuously improve key metrics including customer and partner experience, service levels, quality, and financial performance.
- Transformation & Innovation: Lead initiatives to identify and eliminate root causes for customer and partner pain points. Scale operations through standardized processes and industry-leading digital capabilities. Consistently deliver exceptional experiences and seamlessly integrate business changes into all aspects of contact center operations.
- Operational Excellence: Oversee the operations of global contact centers with multiple channels supporting diverse categories including retail, customer relations, human resources, facilities/equipment, and technology support. Prepare services and operations to grow and scale alongside our expanding global footprint.
- Collaborative Leadership: Enjoy working on an energetic, fun team and have the ability to drive the business forward as part of a highly collaborative executive team. Act in accordance with arenaflex's guiding principles and foster a culture of accountability, innovation, and excellence.
- Vendor Management: Provide strategic oversight of outsourced contact center functions. Build strong partnerships with external vendors, ensuring seamless integration and alignment with arenaflex's standards and objectives.
- Data-Driven Decision Making: Leverage advanced analytics and insights to inform strategy, optimize operations, and demonstrate measurable results. Develop dashboards and reporting mechanisms that drive continuous improvement.
What We're Looking For
Essential Qualifications
- Extensive Contact Center Leadership: Minimum of 10 years of experience leading contact centers and/or customer experience centers. You must have a proven track record of managing large-scale operations and driving measurable improvements in customer satisfaction and operational efficiency.
- Outsourced Operations Expertise: At least 5 years of experience leading contact centers in an outsourced environment is strongly preferred. This includes experience managing vendor relationships, SLA compliance, and quality assurance across distributed teams.
- Experience Design & Implementation: Progressive experience in designing and implementing world-class partner and customer experiences through the strategic integration of people, process, and technology. You should be comfortable reimagining how organizations engage with their customers and partners.
- Global Operations Strategy: Experience developing and implementing operations improvement strategies for global contact centers. You should understand the complexities of managing operations across multiple time zones, languages, and cultural contexts.
- Change Leadership: Comfortable with fast-paced environments and all aspects of change management. You must be able to lead organizations through transformational initiatives while maintaining team morale and operational stability.
- Team Building & Development: Progressive experience in building, scaling, and leading large teams—including outsourced agents—and developing leaders and managers. You should be passionate about mentoring the next generation of contact center professionals.
- Continuous Improvement: Experience leading transformation and continuous improvement initiatives. You should be committed to relentless optimization and willing to challenge the status quo.
- Executive Communication: Progressive experience with storytelling and communicating complex ideas and concepts. You must be able to adjust your communication style to create relatable content for diverse audiences and gain collaboration across stakeholder groups.
- Process Excellence: Experience leveraging Lean, Six Sigma, or similar methodologies to drive operational excellence. Certification in these methodologies is a strong plus.
- Proven Results: Demonstrated track record of delivering measurable results and improvements in previous roles. We want to see specific examples of how you've moved the needle on key performance indicators.
Preferred Qualifications
- Advanced degree (Master's degree preferred) in Business Administration, Operations Management, or a related field
- Experience in retail, hospitality, or consumer services industries
- Knowledge of emerging contact center technologies including AI, automation, and analytics platforms
- Experience with workforce management and workforce optimization tools
- Familiarity with global labor laws and employment regulations
Skills & Competencies
To succeed in this role, you'll need to demonstrate:
- Strategic Thinking: The ability to see the big picture while managing intricate details. You must be able to develop long-term strategies that align with organizational goals.
- Analytical Excellence: Strong analytical skills with the ability to interpret complex data, identify trends, and make data-driven decisions.
- Executive Presence: The ability to communicate effectively with senior leadership, board members, and external stakeholders.
- Innovation Mindset: A relentless drive to explore new technologies, methodologies, and approaches to improve customer and partner experiences.
- Emotional Intelligence: Strong interpersonal skills with the ability to build relationships, influence others, and navigate sensitive situations with grace.
- Resilience: The capacity to remain composed under pressure and lead teams through challenges and periods of rapid change.
- Customer Centricity: A deep commitment to understanding and exceeding customer expectations at every touchpoint.
Career Growth & Development
At arenaflex, we're invested in your growth. As the Director of Partner & Customer Service, you'll have access to:
- Leadership Development Programs: Comprehensive training and development opportunities designed to hone your strategic thinking and executive skills.
- Cross-Functional Exposure: The opportunity to collaborate with leaders across marketing, technology, operations, and human resources.
- Industry Recognition: Exposure to industry best practices through conferences, workshops, and professional networks.
- Career Advancement: Clear pathways to senior executive roles within the organization as you demonstrate success in this position.
- Global Experience: The chance to work with diverse teams and stakeholders across multiple regions, broadening your global business perspective.
Work Environment & Culture
At arenaflex, we believe that great customer experiences start with great partner experiences. Our culture is built on mutual respect, collaboration, and a shared commitment to excellence. When you join our team, you'll find:
- Inclusive Environment: A workplace that celebrates diversity and inclusion, where different perspectives are valued and everyone has an equal opportunity to thrive.
- Flexible Work Arrangements: We offer flexible scheduling and remote work options. If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work—partners can work remotely up to two days per week.
- Dynamic Team Culture: An energetic, collaborative team environment where innovation is encouraged and new ideas are welcomed.
- Work-Life Balance: Support for your personal and professional life through flexible scheduling and paid time off.
- Community Impact: Opportunities to give back to your community through various corporate responsibility initiatives.
Compensation & Benefits
At arenaflex, we're proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. We believe in taking care of those who take care of our customers and partners.
Our benefits include:
- Competitive Pay: Industry-competitive salary with annual performance reviews and potential for bonuses.
- Health & Wellness: Comprehensive health coverage with a variety of plans to choose from, including medical, dental, and vision insurance.
- Education Benefits: 100% tuition coverage through our Education Achievement Plan, supporting your continuous learning and development.
- Stock & Savings Programs: Equity participation opportunities through our equity reward program, allowing you to share in arenaflex's success.
- Flexible Scheduling: Work schedules designed to support work-life balance.
- Paid Time Off: Generous paid time off policies to recharge and rejuvenate.
- Additional Perks: Various discounts, wellness programs, and employee assistance programs.
Visit our benefits page for detailed information about all the programs and resources available to arenaflex partners.
Join Our Team
If you're ready to make an impact, lead transformative initiatives, and inspire with every interaction, we want to hear from you. This is your opportunity to join a company that's redefining what's possible in customer experience and partner engagement.
At arenaflex, we believe that every interaction is an opportunity to create connection, foster loyalty, and inspire joy. As our Director of Partner & Customer Service, you'll be at the forefront of this mission, leading teams that make a difference in the lives of millions of customers and partners around the world.
Apply today and become part of a team that's passionate about delivering exceptional experiences. Together, we'll continue to build something special—one conversation, one relationship, one experience at a time.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. 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.