Director, Partner & Customer Service – Transforming Global Customer Experience through Innovative Leadership (Remote)

Are you a seasoned leader with a passion for customer experience and a drive to innovate? Do you thrive in fast-paced environments and have a proven track record of delivering exceptional results? If so, we invite you to join arenaflex, a forward-thinking company revolutionizing the way we interact with customers and partners. As a Director, Partner & Customer Service, you will play a pivotal role in shaping the future of customer experience and leading our global contact centers to new heights.

About arenaflex

arenaflex is a dynamic and customer-centric organization that has always been driven by a mission to bring people together and make a positive impact on the communities we serve. Our commitment to customer experience is at the heart of everything we do, and we're looking for talented leaders like you to help us continue to innovate and improve in this area. With a strong focus on diversity, equity, and inclusion, we strive to create a welcoming and inclusive workplace that reflects the communities we serve.

Job Overview

As Director, Partner & Customer Service, you will be responsible for driving the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experience through our multi-disciplinary global contact centers and related functions. This includes overseeing outsourced contact center functions and leveraging innovative work methodologies, process improvements, technology, and analytics to deliver exceptional partner and customer experiences and operational excellence.

Key Responsibilities

* Model leadership behaviors grounded in arenaflex's Mission and Values, driving the engagement, development, and performance of all team members.

• Set goals and provide partners with coaching, feedback, and development opportunities to drive growth and success.
• Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering world-class operations and services.
• Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials.
• Lead initiatives to eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, and seamlessly integrate business change(s) into all aspects of contact center operations.
• Drive business forward as part of a highly collaborative team, acting in accordance with arenaflex's guiding principles.

Qualifications and Skills

To succeed in this role, you'll need a strong and diverse skillset, including:

Essential Qualifications

* 10+ years of experience leading contact centers and/or customer experience centers.

• 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.

Preferred Qualifications

* 5+ years of experience leading contact centers in an outsourced environment.

• Master's degree.
• Experience leveraging Lean, Six Sigma, or similar methodologies.
• Demonstrated track record of results and improvements.

Skills and Competencies

* Strong leadership and management skills.

• Excellent communication and storytelling skills.
• Ability to adjust communication style to create relatable content for diverse audiences.
• Strong analytical and problem-solving skills.
• Ability to drive business results and improve customer experience.

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 pay.
• 100% tuition coverage through our arenaflex College Achievement Plan.
• Health coverage with a variety of plans to choose from.
• Stock & savings programs, including our equity reward program, Bean Stock.
• Flexible scheduling and opportunities for paid time off.

If you live in the greater Seattle area, we offer a flexible workplace that allows for hybrid work, with the option to work remotely up to two days per week.

Career Growth and Development

As a Director, Partner & Customer Service at arenaflex, you'll have the opportunity to drive business results, improve customer experience, and develop your skills and expertise. You'll be part of a highly collaborative team and have access to a range of development opportunities, including training programs and leadership development initiatives.

Our Culture

At arenaflex, 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. We're proud to be an equal opportunity employer and welcome applications from people of color, women, LGBTQIA+, veterans, and persons with disabilities.

Join Us

If you're a talented leader with a passion for customer experience, we want to hear from you. Apply now to join our team and help us continue to innovate and improve in this area. We're excited to discuss how you can become a vital part of our success story. Apply for this job Apply for this job