Job Description
At arenaflex, we're not just a company – we're a community that shares a passion for delivering exceptional experiences to our customers and partners. As a leader in the industry, we're committed to fostering a culture of connection, innovation, and growth. We're now seeking a talented Director, Partner & Customer Service to and drive the strategy, planning, and operations of our global contact centers and related functions. About arenaflex arenaflex is a forward-thinking organization that has been at the forefront of the industry for years.
Our mission is to inspire and nurture the human spirit – one cup at a time. We're known for our commitment to quality, our passion for innovation, and our dedication to making a positive impact on the communities we serve. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create a better future for all. Job Summary As a Director, Partner & Customer Service at arenaflex, you'll be responsible for leading the strategy, planning, and operations of our global contact centers and related functions.
This includes overseeing outsourced contact center functions, leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence. You'll be the driving force behind our customer and partner experience initiatives, ensuring that we consistently deliver world-class operations and services that meet the evolving needs of our customers and partners. 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.
* 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 customer-centric industry. * Familiarity with arenaflex's products and services. * Experience working in a global organization. * Fluency in multiple languages (desired). What We Offer At arenaflex, we're committed to providing our partners with a comprehensive compensation and benefits package that includes: * Competitive pay and benefits.
* 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. * A flexible workplace that allows for hybrid work (up to two days per week for partners in the greater Seattle area). Why Join arenaflex? * Be part of a community that shares your passion for delivering exceptional experiences. * Work with a talented team of innovators and leaders who are committed to making a positive impact.
* Enjoy a dynamic and fast-paced work environment that offers opportunities for growth and development. * Be part of a company that is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. If you're a motivated and experienced leader who is passionate about delivering exceptional experiences, we'd love to hear from you! Please apply including your resume and a cover letter, to. We're an equal opportunities employer and welcome applications from diverse candidates.
Equal Employment Opportunity arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are 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. 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.
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