Job Description
Introduction to arenaflex At arenaflex, we're passionate about creating a unique and personalized experience for our customers and partners. As a leader in our industry, we're committed to fostering a culture of connection, community, and exceptional service. From the beginning, we've set out to be a different kind of company – one that celebrates the rich tradition of our craft while bringing people together. We're known for developing extraordinary leaders who share our passion and are guided by their service to others.
If you're a seasoned professional looking for a new challenge, we invite you to as a Director of Partner and Customer Service. Job Overview We're recruiting for a key leadership role – Director, Partner & Customer Service. This leader will be responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experience 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, driving the engagement, development, and performance of all members of the team. Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success. Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering 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/partartner 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. Requirements and Qualifications We're looking for a highly experienced and skilled professional with a proven track record of success in leading contact centers and customer experience teams.
The ideal candidate will have: 10 years' experience leading contact centers and/or customer experience centers, with a strong background in designing and implementing world-class partner and customer experiences through people, process, and technology. 5+ years' experience leading contact centers in an outsourced environment, with a deep understanding of the challenges and opportunities that come with managing external partners. Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers.
Experience leading transformation and continuous improvement initiatives, with a strong focus on driving results and improvements. Comfortable with a fast-paced environment and all aspects of change management, with the ability to adapt quickly to shifting priorities and circumstances. Progressive experience with storytelling/communicating complex ideas and concepts, and adjusting communication style to create relatable content for diverse audiences to gain collaboration. Experience leveraging Lean, Six Sigma, or similar methodologies to drive process improvements and efficiency gains.
A Master's degree is preferred, although equivalent experience and qualifications will be considered. Essential Skills and Competencies To succeed in this role, you'll need to possess a unique combination of skills and competencies, including: Strong leadership and management skills, with the ability to inspire and motivate high-performing teams. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders. A deep understanding of customer experience principles and practices, with a strong focus on delivering exceptional service and support.
Experience with contact center technologies and systems, including CRM, workforce management, and quality monitoring tools. Strong analytical and problem-solving skills, with the ability to drive insights and recommendations from data and metrics. A collaborative and flexible approach, with the ability to work effectively in a fast-paced and dynamic environment. Career Growth and Development At arenaflex, we're committed to helping our employees grow and develop their careers. As a Director of Partner and Customer Service, you'll have access to a range of training and development opportunities, including: Leadership development programs, designed to help you build your skills and expertise as a leader.
Coaching and mentoring, to support your growth and success in the role. Opportunities for career advancement, with a range of roles and responsibilities available across the organization. Access to industry-leading training and development programs, to help you stay up-to-date with the latest trends and technologies. Work Environment and Culture At arenaflex, we're proud of our unique and inclusive culture. As a Director of Partner and Customer Service, you'll be part of a dynamic and supportive team, with a range of benefits and perks, including: A flexible and remote work environment, with the ability to work from home or in one of our offices.
A comprehensive compensation and benefits package, including competitive pay, health coverage, and stock and savings programs. Opportunities for paid time off, flexible scheduling, and a range of employee discounts and perks. A commitment to diversity, equity, and inclusion, with a range of initiatives and programs designed to support underrepresented groups. Compensation and Benefits At arenaflex, we offer a comprehensive compensation and benefits package, designed to support the well-being and success of our employees.
This includes: Competitive pay, with a range of salary and bonus options available. Health coverage, with a range of plans and options to choose from. Stock and savings programs, including our equity reward program and 401(k) matching. Flexible scheduling and paid time off, to support your work-life balance and well-being. A range of employee discounts and perks, including free products and services, and exclusive access to events and experiences. Conclusion If you're a motivated and experienced professional looking for a new challenge, we invite you to as a Director of Partner and Customer Service.
With a unique and inclusive culture, a range of benefits and perks, and opportunities for career growth and development, arenaflex is the perfect place to take your career to the next level. and of passionate and dedicated professionals, committed to delivering exceptional customer and partner experiences.