At arenaflex, we're not just a company - we're a community of passionate individuals driven by a shared purpose: to create a world where every interaction is a moment of connection. We're known for developing extraordinary leaders who share this passion and are guided by their service to others. As a key leadership role, the Director, Partner & Customer Service position is a unique opportunity to shape the future of customer and partner experiences at arenaflex.
**About arenaflex**
arenaflex is a dynamic organization that's been at the forefront of innovation and customer-centricity. Our commitment to delivering exceptional experiences has earned us a reputation as a leader in our industry. We're proud to be a company that values diversity, equity, and inclusion, and we're dedicated to creating a workplace that's welcoming and inclusive for all.
**Job Summary**
We're seeking an experienced leader to join our team as a Director, Partner & Customer Service. This role will be responsible for developing and implementing strategies to deliver world-class customer and partner experiences through multi-disciplinary global contact centers and related functions. As a key member of our leadership team, you'll have the opportunity to drive business growth, develop and lead high-performing teams, and shape the future of customer and partner experiences at arenaflex.
**Key Responsibilities**
As a Director, Partner & Customer Service, you'll be responsible for:
* Developing and implementing strategies to deliver world-class customer and partner experiences through multi-disciplinary global contact centers and related functions
* Leading initiatives to identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and consistently deliver exceptional customer/partner experiences
* Establishing, measuring, and continuously improving metrics, including customer and partner experience, service levels, quality, and financials
* Modeling leadership behaviors that are grounded in arenaflex's Mission and Values, driving the engagement, development, and performance of all members of the team, and setting goals and actively providing partners with coaching, feedback, and development opportunities
* Identifying, understanding, and aligning with customer needs and developing strategy, plans, budgets, and delivering world-class operations and services
* Leading transformation and continuous improvement initiatives, leveraging Lean, Six Sigma, or similar methodologies, and developing and implementing operations improvement strategies for global contact centers
* Building, scaling, and leading large teams (including outsource agents) and developing leaders and managers
* Communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration
**Essential Qualifications**
To be successful in this role, you'll need:
* 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
* Experience leveraging Lean, Six Sigma, or similar methodologies
* Demonstrated track record of results and improvements
* Master's degree (preferred)
**Preferred Qualifications**
While not required, the following qualifications would be an asset:
* 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 work in a fast-paced environment and adapt to changing priorities
**What We Offer**
As a Director, Partner & Customer Service at arenaflex, you'll enjoy a comprehensive compensation and benefits package, including:
* 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 dynamic and inclusive work environment that values diversity, equity, and inclusion
**Work Environment and Company Culture**
arenaflex is committed to creating a workplace that's welcoming and inclusive for all. We believe that diversity, equity, and inclusion are essential to our success and are dedicated to creating a culture that values and celebrates individual differences. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team.
**How to Apply**
If you're passionate about delivering exceptional customer and partner experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background, identity, or experience. If you require accommodation during the application or hiring process, please contact us at 206-318-0660 or via email at
[email protected].
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