At arenaflex, we're not just brewing coffee – we're crafting a culture of connection, community, and exceptional customer experiences. As a leader in the industry, we're committed to developing extraordinary leaders who share our passion for service and our dedication to making a positive impact. We're now seeking a talented and experienced Director, Partner & Customer Service to join our team and drive the strategy, planning, operations, and delivery of world-class customer and partner experiences through our global contact centers and related functions.
**About arenaflex**
arenaflex is a company that's been built on a foundation of passion, innovation, and a commitment to excellence. From our early days as a small startup to our current status as a global leader in the industry, we've always been driven by a desire to make a difference in the lives of our customers and partners. Our company culture is built on a set of guiding principles that emphasize the importance of connection, community, and exceptional customer experiences. We believe that by working together and leveraging our collective talents and expertise, we can achieve great things and make a lasting impact on the world.
**Job Summary**
As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, operations, and delivery of world-class customer and partner experiences through our 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. You'll work closely with our cross-functional teams to identify, understand, and align with customer needs, develop strategy, plans, budgets, and deliver world-class operations and services.
**Key Responsibilities**
* Model leadership behaviors that are grounded in arenaflex's Mission and Values
* Drive the engagement, development, and performance of all members of the team
* Set goals and actively provide partners with coaching, feedback, and development opportunities
* Identify, understand, and align with customer needs and develop strategy, plans, budgets, and deliver 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 remote or hybrid work environment
* Familiarity with arenaflex's products and services
* Experience working with diverse teams and populations
* Strong analytical and problem-solving skills
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
* Strong communication and interpersonal skills
**Skills and Competencies**
* Strong leadership and management skills
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize multiple tasks and projects
* Strong analytical and problem-solving skills
* Experience with Lean, Six Sigma, or similar methodologies
* Ability to work with diverse teams and populations
* Strong business acumen and understanding of customer needs and preferences
* Experience with contact center operations and customer experience management
* Ability to develop and implement strategic plans and initiatives
* Strong coaching and development skills
* Ability to work in a remote or hybrid work environment
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our leaders grow and develop their skills and expertise. As a Director, Partner & Customer Service, you'll have access to a range of learning and development opportunities, including:
* Leadership development programs and training
* Coaching and mentoring from experienced leaders
* Opportunities for professional growth and advancement
* Access to industry-leading tools and technologies
* Collaborative and supportive work environment
**Work Environment and Company Culture**
arenaflex is a company that values connection, community, and exceptional customer experiences. Our company culture is built on a set of guiding principles that emphasize the importance of:
* Connection: We believe that connection is at the heart of everything we do. We strive to build strong relationships with our customers, partners, and each other.
* Community: We believe that community is essential to our success. We work together to achieve our goals and support each other in our individual and collective endeavors.
* Exceptional customer experiences: We believe that exceptional customer experiences are the key to our success. We strive to deliver world-class customer experiences through our products and services.
**Compensation, Perks, and Benefits**
arenaflex is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include:
* Competitive pay and benefits package
* 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
* Access to industry-leading tools and technologies
* Collaborative and supportive work environment
**How to Apply**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer and partner experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, through our online application portal.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this 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 206-318-0660 or via email at
[email protected].