Executive Director of Partner & Customer Service Operations – Global Contact Center Leadership & Customer Experience Strategy

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About arenaflex

Welcome to arenaflex – where we're brewing something extraordinary! Since our founding, we've set out to be a different kind of company. One that not only celebrates the rich traditions of our industry but also brings a feeling of connection to every interaction. We take pride in developing extraordinary leaders who share this passion and are guided by their deep commitment to service. At arenaflex, we believe that true success comes from creating meaningful connections – both with our customers and with our team members (what we call our "partners").

We're currently seeking an exceptional leader to join our global operations team as the Director of Partner & Customer Service. This is a transformative leadership opportunity for someone who thrives in a dynamic, fast-paced environment and is passionate about delivering world-class customer and employee experiences through innovative contact center operations.

Position Overview

The Director of Partner & Customer Service 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 critical role 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.

Our Partner & Customer Service division encompasses the operations of global contact centers with multiple channels supporting categories including retail, customer relations, human resources, facilities/equipment, and technology support while preparing services and operations to grow and scale. As the leader of this division, you will play a pivotal role in shaping the future of how arenaflex connects with its customers and supports its partners worldwide.

Key Responsibilities

This executive-level position offers significant responsibility and the opportunity to make a lasting impact on our organization. Here's what you can expect:

• Leadership & Team Development: Model leadership behaviors that are grounded in arenaflex's Mission and Values. Drive the engagement, development, and performance of all members of your team. Set ambitious goals and actively provide partners with coaching, feedback, and development opportunities to help them reach their full potential.
• Strategic Planning & Execution: Identify, understand, and align with customer and partner needs. Develop comprehensive strategy, plans, and budgets to deliver world-class operations and services. Establish, measure, and continuously improve key metrics, including customer and partner experience, service levels, quality, and financial performance.
• Operational Excellence: Lead initiatives to identify and eliminate root causes for customer and partner pain points. Scale operations through standardized processes and industry-leading digital capabilities. Consistently deliver exceptional customer and partner experiences while seamlessly integrating business changes into all aspects of contact center operations.
• Multi-Channel Contact Center Management: Oversee the operations of global contact centers operating across multiple communication channels (phone, email, chat, social media, etc.) supporting diverse business categories including retail customer relations, human resources services, facilities and equipment support, and technology assistance.
• Outsourced Operations Management: Provide strategic oversight of outsourced contact center functions, ensuring quality standards are maintained while optimizing cost efficiency and vendor relationships.
• Transformation & Innovation: Lead transformation and continuous improvement initiatives across the contact center landscape. Leverage your expertise in Lean, Six Sigma, or similar methodologies to drive operational excellence and innovation.
• Cross-Functional Collaboration: Work collaboratively with cross-functional teams to ensure seamless integration of business changes and initiatives. Act as a trusted advisor and partner to senior leadership across the organization.
• Communication & Storytelling: Progression experience in storytelling and communicating complex ideas and concepts. Adjust communication style to create relatable content for diverse audiences to gain collaboration and buy-in at all levels of the organization.
• Budget Management: Develop and manage annual budgets for contact center operations, ensuring fiscal responsibility while maximizing service quality and operational efficiency.
• Vendor Management: Build and maintain strong relationships with outsourced service providers, negotiating contracts and ensuring performance metrics are met or exceeded.

Essential Qualifications

To be successful in this role, you'll need to bring a wealth of experience and proven expertise:

• Extensive Contact Center Leadership: Minimum of 10 years of experience leading contact centers and/or customer experience centers is required. You should have a deep understanding of contact center operations, metrics, technologies, and best practices.
• Outsourced Operations Experience: At least 5 years of experience leading contact centers in an outsourced environment is strongly preferred. This includes experience managing vendor relationships, SLA enforcement, and quality assurance programs.
• Strategic Design & Implementation: Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology. You should be able to demonstrate how you've created exceptional experiences that moved the needle on customer and employee satisfaction.
• Global Operations Expertise: Experience developing and implementing operations improvement strategies for global contact centers. Experience working across multiple time zones, cultures, and regions is essential.
• Change Management Skills: Comfortable with a fast-paced environment and all aspects of change management. You should be able to lead teams through organizational transitions while maintaining morale and performance.
• Team Building & Leadership: Progressive experience in building, scaling, and leading large teams (including outsourced agents) and developing leaders and managers. You should have a track record of developing talent and creating succession pipelines.
• Transformation Leadership: Experience leading transformation and continuous improvement initiatives. You should be able to identify opportunities for improvement and drive meaningful change across the organization.
• Executive Communication: Demonstrated ability to communicate complex ideas and concepts effectively to diverse audiences. Experience creating compelling narratives that drive alignment and action.
• Process Improvement Methodology: Experience leveraging Lean, Six Sigma, or similar methodologies to drive operational improvements and efficiency gains.
• Proven Results: Demonstrated track record of delivering measurable results and improvements in customer experience, operational efficiency, and financial performance.
• Education: Master's degree preferred, though equivalent experience will be considered.

Skills & Competencies

Beyond your experience, we look for individuals who possess these key competencies:

• Strategic Thinking: Ability to see the big picture and develop long-term strategies that align with organizational goals while anticipating future challenges and opportunities.
• Analytical Excellence: Strong analytical skills with the ability to interpret complex data, identify trends, and make data-driven decisions that improve operational performance.
• Customer Obsession: Genuine passion for creating exceptional customer experiences with a deep understanding of customer journey mapping and experience design.
• Partner-Centric Mindset: Commitment to supporting and empowering internal partners with the same level of dedication as external customers.
• Innovation Mindset: Natural curiosity and willingness to explore new technologies, methodologies, and approaches to solve challenges and improve operations.
• Executive Presence: Strong executive presence with the ability to present confidently to senior leadership and board-level audiences.
• Relationship Building: Exceptional interpersonal skills with the ability to build trust and credibility with stakeholders at all levels, both internally and externally.
• Resilience & Adaptability: Ability to thrive in ambiguity and remain effective under pressure while maintaining a positive attitude.
• Digital Fluency: Comfortable with emerging technologies and digital transformation initiatives, including AI, automation, and analytics platforms.
• Financial Acumen: Strong understanding of P&L management, budget development, and financial analysis related to contact center operations.

Career Growth & Development Opportunities

At arenaflex, we believe in investing in our people and supporting their long-term career growth. As the Director of Partner & Customer Service, you'll have access to numerous opportunities for professional development and career advancement:

• Leadership Development Programs: Access to comprehensive leadership training and development programs designed to help you grow into even more senior roles within the organization.
• Exposure to Executive Leadership: Regular interaction with C-suite executives and board members, providing invaluable visibility and the opportunity to influence strategic decisions at the highest level.
• Global Experience: The opportunity to work with global teams and gain international business experience, understanding how different markets operate and how to serve diverse customer bases.
• Cross-Functional Exposure: Collaboration with leaders across various departments including Technology, Marketing, Human Resources, Finance, and Operations, broadening your business acumen.
• Succession Planning: We invest in developing our leaders for future roles. High performers in this position will be considered for even more senior leadership positions within the organization.
• Industry Recognition: Opportunity to represent arenaflex at industry conferences, events, and forums, building your professional reputation and network.
• Continuous Learning: Access to online learning platforms, industry publications, and professional certification programs to keep your skills sharp and stay current with industry trends.

Work Environment & Culture

At arenaflex, we're proud to foster a workplace culture that values connection, inclusion, and excellence. Here's what you can expect:

• Collaborative Team Environment: Enjoy working on an energetic, fun team where collaboration is celebrated and diverse perspectives are welcomed. You'll be part of a highly collaborative team that's committed to driving the business forward together.
• Flexible Work Arrangements: We offer flexible scheduling and remote work options. For partners in the greater Seattle area, we offer a flexible workplace that allows for hybrid work – partners can work remotely up to two days per week.
• Inclusive Culture: We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that diversity enables us to better meet our mission and values while serving customers throughout our global communities.
• Values-Driven Organization: Work for a company whose values align with your own. We act in accordance with guiding principles that prioritize people, communities, and ethical business practices.
• Innovation Hub: Be part of an organization that embraces innovation and is constantly looking for new ways to improve customer and partner experiences.
• Supportive Leadership: Work with leaders who are genuinely invested in your success and who provide the support and resources you need to excel in your role.

Compensation & Benefits

At arenaflex, we believe in rewarding our partners for their hard work, dedication, and contributions to our success. We offer a comprehensive compensation and benefits package designed to support your wellbeing and financial security:

• Competitive Pay: We offer competitive compensation packages that recognize your experience, skills, and contributions. Salary will be commensurate with experience and qualifications.
• Comprehensive Health Coverage: Health coverage with a variety of plans to choose from, ensuring you and your family have access to quality healthcare.
• Tuition Assistance: 100% tuition coverage through our arenaflex College Achievement Plan, supporting your ongoing education and professional development.
• Stock & Savings Programs: Participate in our equity reward program, similar to Bean Stock, allowing you to share in the company's success.
• Flexible Scheduling: We understand the importance of work-life balance and offer flexible scheduling options to accommodate your personal needs.
• Paid Time Off: Generous paid time off policies that allow you to recharge and maintain a healthy work-life balance.
• Employee Assistance Program: Access to resources and support for personal and professional challenges.
• Retirement Benefits: Retirement savings programs to help you plan for your future.
• Additional Perks: Various other perks and benefits that make arenaflex a great place to work.

Note: Benefits may vary by location and employment status. Specific benefit details will be discussed during the interview process.

Join Our Team

If you're passionate about delivering exceptional customer and partner experiences, have a proven track record of leading world-class contact center operations, and are ready to take on an exciting leadership challenge, we want to hear from you!

At arenaflex, we believe that every interaction is an opportunity to inspire with every cup – or in your case, every customer and partner interaction. Apply today and become part of a team that's changing the way the world connects.

How to Apply: Submit your application online today. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are 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 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.

Apply today and let's create something extraordinary together!