Experienced Senior Director, Customer Operations Support – Strategic Leadership and Operational Excellence

At arenaflex, we're dedicated to empowering our customers and driving innovation in the industry. As a Senior Director, Customer Operations Support, you'll play a pivotal role in shaping our customer experience and operational strategy. If you're a seasoned leader with a passion for driving results and fostering a culture of excellence, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that power and empower how people live, work, and play. Our team is a community of people who anticipate, lead, and believe that listening is where learning begins. We're committed to building trust in how we show up, everywhere, and always. Our V Team is a place where you can share your ideas freely, learn, grow, and thrive.

Role Overview

As a Senior Director, Customer Operations Support, you'll lead a team of individuals in the CS Operations Partner Development while providing strategic recommendations to Senior Leadership on key business decisions and objectives. You'll collect and analyze data to ensure programs are relevant, effective, and well-received, leading the execution and follow-up of action items across the Senior Leadership team.

Key Responsibilities

* Execute on the outsource contract strategy, performing market analysis to find potential suppliers and leading a project team in support of the workforce optimization strategy, which includes new site launches and movement of work, closures geographically around the world to ensure diversification.

• Lead the Invoice team that audits and processes ~200 business partner invoices per month promptly for all Mobile and FIOS lines of business, identifying cost-saving opportunities through auditing both invoices and contracts where we spend more than seven hundred fifty million dollars per year.
• Support the Security Compliance for VCG, including timely mitigation and remediation of all GCSO or VIA Security findings at our partner sites, coordinating Global Clearance submissions and procedures in clearing any needed systems, and partner site openings.
• Collaborate with Corporate Security and Verizon Internal Audit on the implementation of best practices and influence or execute the adoption of identified best practices to all partners.
• Work with Threat Management and Learning Development on proactive Security training and communication awareness.

Primary Roles and Responsibilities

* Collaborating cross-functionally on various projects and initiatives in a matrix environment

• Presenting ideas and complex information to various levels, including C-suite, effectively
• Communicating Scale & Impacts of risk items to projects and executing Mitigations
• Being accountable for transformational cost savings $5-10M annually via process improvements
• Developing and drafting external-facing documentation, ensuring adherence to all relevant legal and compliance standards
• Ability to craft and deliver compelling narratives to executives, translating complex data and insights into clear, actionable stories that drive decision-making
• Act as strategic advisor to the executive team on operational discipline to facilitate growth and scaling of organizational functions
• Driving continuous improvement of our global customer service technology ecosystem through strategic tool recommendations
• Ensuring VCG Security Compliance by coordinating timely mitigation of security findings and managing global clearance procedures
• Managing the invoice team to ensure timely processing and auditing of partner invoices, identifying cost-saving opportunities
• Leading a project team to optimize workforce distribution, including new site launches, work movements, and closures
• Overseeing and managing the outsource contract strategy, including market analysis and vendor selection
• Responsible for making decisions that impact multiple employee work groups both internally and externally

What We're Looking For

* Bachelor's degree or equivalent years of experience

• 8+ years of relevant experience
• 5+ years of people management and leadership experience
• Experience leading organizations of 50 employees or more
• Experience with outsourcing and vendor management
• Strong financial acumen and experience managing budgets
• Experience in Customer Facing Telecommunications - ie. customer service, tech support, social media, messaging
• Proven track record of engagement and influence with all levels of the organization, including senior VPs
• Process Improvement/Innovation/Project Management
• Flexibility to work nights and/or weekends and holidays per business needs
• Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution
• Strong logic, quantitative and analytical skills; deductive reasoning and problem-solving skills
• Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information
• Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively

Even Better If You Have

* Operations background is a plus

• Experience with Google Office Suite
• Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely
• Demonstrated organizational, interpersonal and negotiation skills
• Experience collaborating across different functional areas
• The ability to thrive in a fast-paced, dynamic work environment
• Agile Certification
• Must be able to travel internationally and domestically, per business needs (25%-50%)

Where You'll Be Working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Benefits

Our benefits are designed to help you move forward in your career, and in areas of your life outside of arenaflex. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

Compensation

If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $169,000.00 and $314,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

Join Our Team!

This is a fantastic opportunity to grow your career. If you have the skills and passion we're looking for, please submit your application today. Apply To This Job Apply for this job