Director, Partner & Customer Service (Remote) – Join arenaflex in Shaping Exceptional Customer and Partner Experiences

At arenaflex, we're not just brewing coffee – we're crafting a culture of connection, community, and exceptional experiences. As a leader in the industry, we're committed to developing extraordinary leaders who share our passion for service and our drive for innovation. We're now seeking a talented Director, Partner & Customer Service to join our team and help shape the future of customer and partner experiences.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's dedicated to creating a better world, one cup at a time. We're known for our commitment to quality, our passion for innovation, and our dedication to our customers and partners. As a leader in the industry, we're constantly pushing the boundaries of what's possible and striving to create a more sustainable, equitable, and connected world.

The Role

As Director, Partner & Customer Service, you'll be responsible for leading 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

* 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

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 stakeholders
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing priorities

What We Offer

* Competitive pay and benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock

• Flexible scheduling and opportunities for paid time off
• A comprehensive compensation and benefits package that includes:

+ 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 supportive work environment that encourages collaboration, innovation, and growth
• Opportunities for professional development and career advancement
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace for all employees

Work Environment and Culture

arenaflex is 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.

How to Apply

If you're a motivated and experienced leader who is passionate about creating exceptional customer and partner experiences, we encourage you to apply for this exciting opportunity. 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 and welcomes applications from qualified candidates of all backgrounds. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. 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].

Join Our Team

At arenaflex, we're not just looking for employees – we're looking for partners who share our passion for creating exceptional customer and partner experiences. If you're a motivated and experienced leader who is passionate about innovation, customer service, and team collaboration, we encourage you to apply for this exciting opportunity. Apply for this job