Job Description
At arenaflex, we're not just a company – we're a community of passionate individuals driven by a shared purpose. We're dedicated to delivering exceptional customer and partner experiences, and we're seeking a talented leader to as a Director, Partner & Customer Service. This is an exciting opportunity to shape the future of customer experience and partner engagement, leveraging innovative methodologies, cutting-edge technology, and a commitment to operational excellence. About arenaflex arenaflex is a dynamic organization that values diversity, inclusivity, and collaboration.
We're a company that's passionate about creating a positive impact on our customers, partners, and the communities we serve. Our mission is to deliver exceptional experiences that inspire and delight, and we're committed to fostering a culture of innovation, creativity, and continuous improvement. Job Summary As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, operations, delivery, 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, 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 they have the skills and knowledge needed to succeed * 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/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 * Collaborate with cross-functional teams to drive business growth, innovation, and operational excellence 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 stakeholders * Strong analytical and problem-solving skills * Ability to adapt to changing priorities and deadlines Skills and Competencies * Strong leadership and management skills, with the ability to inspire and motivate teams * Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders * Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions * Ability to work in a fast-paced environment and adapt to changing priorities and deadlines * Strong business acumen, with the ability to develop and implement effective business strategies * Experience with customer experience and partner engagement, with a deep understanding of the importance of delivering exceptional experiences * Strong technical skills, with experience working with contact center technology and analytics tools
Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our leaders grow and develop their skills and knowledge.
As a Director, Partner & Customer Service, you'll have access to a range of learning and development opportunities, including: * Leadership development programs and training * Mentorship and coaching from experienced leaders * Opportunities to attend industry conferences and events * Access to arenaflex's online learning platform, with a range of courses and resources available * Regular feedback and performance evaluations to help you grow and develop in your role Work Environment and Company Culture arenaflex is a dynamic and inclusive organization that values diversity, inclusivity, and collaboration.
We're committed to creating a work environment that's supportive, flexible, and empowering, with a range of benefits and perks to help you thrive. As a remote employee, you'll have the flexibility to work from anywhere, with a range of tools and resources available to help you stay connected and productive. Compensation, Perks, and Benefits arenaflex offers a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include: * Competitive salary and bonus structure * Comprehensive health coverage, including medical, dental, and vision insurance * 100% tuition coverage through our arenaflex College Achievement Plan * Stock & savings programs, including our equity reward program, Bean Stock * Flexible scheduling and opportunities for paid time off * Access to arenaflex's online learning platform, with a range of courses and resources available If you're a talented leader with a passion for delivering exceptional customer and partner experiences, we'd love to hear from you.
Please apply including your resume and a cover letter, to. We can't wait to hear your story and learn more about your qualifications. Equal Employment Opportunity arenaflex is an equal employment opportunity employer, 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 Corporation 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.