Director, Partner & Customer Service (Remote) at arenaflex

Join a team that's making a tangible difference. We're seeking a Director, Partner & Customer Service to drive success and lead the way in delivering exceptional customer and partner experiences. Whether you're part of our Remote hub or working remotely, you'll be a core part of the team, shaping the future of arenaflex and making a lasting impact.

About arenaflex

At arenaflex, we're not just a company - we're a community of passionate individuals driven by a shared purpose. We're committed to creating a workplace that's inclusive, supportive, and empowering, where everyone has the opportunity to grow and thrive. Our mission is to deliver exceptional customer and partner experiences, and we're looking for talented leaders like you to help us achieve this vision.

Job Summary

We're recruiting for a key leadership role - Director, Partner & Customer Service. This leader will be responsible for the strategy, planning, operations, delivery, programs, financials, 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 while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.

Key Responsibilities

As a Director, Partner & Customer Service, you will:

• 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

We're looking for a leader with:

• 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

We're also looking for a leader with:

• Experience in the customer service industry
• Knowledge of contact center operations, including customer service, sales, and technical support
• Experience with customer relationship management (CRM) software and other contact center technologies
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Excellent communication and interpersonal skills
• Experience working in a remote or virtual environment

What We Offer

At arenaflex, we're committed to offering a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include:

• Competitive salary
• Comprehensive health coverage with a variety of plans to choose from
• 100% tuition coverage through our arenaflex College Achievement Plan
• 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?

At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe that everyone has the potential to grow and thrive, and we're committed to providing opportunities for development and advancement. Join us and be part of a team that's making a tangible difference in the lives of our customers and partners.

How to Apply

If you're ready for this challenge, apply now and let's discuss how you can become a vital part of our success story. We're an equal opportunities employer and welcome applications from diverse backgrounds and experiences. 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]. Apply To This Job Apply for this job