Director of Global Partner & Customer Service Operations – Remote Leadership at arenaflex

About arenaflex – Brewing Connection, Innovation, and Impact

arenaflex isn’t just a brand; it’s a movement that blends the art of coffee culture with a deep‑rooted commitment to people‑first service. From its humble beginnings, arenaflex has championed a mission to create meaningful connections—between partners, customers, and the communities they serve. Today, the company operates a worldwide network of retail locations, digital platforms, and support centers, all powered by a shared passion for excellence and a relentless drive to innovate.

Our partners (employees) are the heart of the business. We invest heavily in their growth, offering world‑class learning programs, tuition assistance, and a vibrant culture that celebrates diversity, creativity, and collaboration. If you thrive in an environment where your ideas shape the future of customer experience, arenaflex is the place to make an impact.

Role Overview – Director, Partner & Customer Service (Remote)

arenaflex is seeking a visionary leader to steer the strategy, planning, and execution of its global contact center ecosystem. This senior role will own the end‑to‑end delivery of partner and customer experiences across multiple channels—including retail support, human resources, facilities, and technology assistance. You will champion continuous improvement, leverage cutting‑edge analytics, and drive operational excellence while managing both in‑house and outsourced teams.

Key Responsibilities

• Strategic Leadership: Define and communicate a compelling vision for partner and customer service that aligns with arenaflex’s mission and values.
• Team Development: Model leadership behaviors, set clear performance goals, and provide coaching, feedback, and growth opportunities for all team members, including remote and outsourced agents.
• Operational Excellence: Oversee day‑to‑day operations of global contact centers, ensuring service‑level agreements, quality standards, and financial targets are consistently met.
• Innovation & Technology: Partner with technology teams to integrate AI, automation, and analytics tools that enhance self‑service options and streamline agent workflows.
• Continuous Improvement: Lead root‑cause analysis initiatives, implement Lean, Six Sigma, or similar methodologies, and drive systematic reductions in customer pain points.
• Outsourced Management: Manage relationships with third‑party contact center providers, ensuring alignment with arenaflex’s standards and delivering seamless customer experiences.
• Metrics & Reporting: Establish, track, and report on key performance indicators such as Net Promoter Score (NPS), First Contact Resolution (FCR), average handling time, and cost‑per‑interaction.
• Cross‑Functional Collaboration: Work closely with Retail, HR, Facilities, and Technology teams to align service offerings, share insights, and support business initiatives.
• Change Management: Drive adoption of new processes, tools, and cultural shifts across a fast‑paced, globally distributed workforce.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact center or customer experience environments.
• At least 5 years managing outsourced contact center operations, with a proven track record of delivering results through external partners.
• Demonstrated expertise in designing and executing world‑class partner and customer experiences using people, process, and technology.
• Strong background in operational improvement strategies for large‑scale, multi‑regional contact centers.
• Hands‑on experience applying Lean, Six Sigma, or comparable continuous‑improvement methodologies.
• Exceptional storytelling and communication skills, capable of translating complex concepts into relatable narratives for diverse audiences.
• Ability to thrive in a high‑velocity environment, managing change and scaling operations rapidly.

Preferred Qualifications

• Master’s degree in Business Administration, Organizational Development, or a related field.
• Certification in Lean, Six Sigma (Green Belt or Black Belt) or equivalent.
• Experience leading transformation initiatives that resulted in measurable improvements in NPS, cost efficiency, or agent productivity.
• Background in retail or consumer‑focused industries, providing insight into the unique challenges of omnichannel support.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing detailed operational plans.
• People Leadership: Proven talent for building, scaling, and mentoring large, diverse teams—including remote and outsourced staff.
• Data‑Driven Decision Making: Proficiency with analytics platforms, dashboards, and KPI management.
• Customer‑Centric Mindset: Deep empathy for partner and customer needs, translating insights into actionable service enhancements.
• Technology Savvy: Familiarity with CRM systems, workforce management tools, AI chatbots, and omnichannel platforms.
• Communication Excellence: Strong written and verbal skills, with the ability to influence senior leadership and frontline agents alike.
• Adaptability: Comfort navigating ambiguity, rapid change, and evolving business priorities.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As Director of Partner & Customer Service, you will have access to:

• Executive mentorship programs that connect you with senior leaders across the organization.
• Leadership academies focused on advanced topics such as digital transformation, global operations, and strategic finance.
• Full tuition reimbursement through the arenaflex College Achievement Plan, enabling you to pursue advanced degrees or certifications.
• Opportunities to lead high‑visibility, cross‑functional projects that shape the future of arenaflex’s customer experience strategy.
• Participation in industry conferences, workshops, and networking events to stay ahead of emerging trends.

Work Environment & Culture at arenaflex

Our culture is built on the pillars of inclusion, collaboration, and continuous learning. Whether you work from a home office, a flexible coworking space, or a local arenaflex hub, you’ll experience:

• A supportive, purpose‑driven community that celebrates diverse perspectives.
• Flexible scheduling that respects work‑life balance, including the ability to work remotely up to two days per week for those in the greater Seattle area (or equivalent remote‑friendly policies globally).
• Regular virtual town halls, team‑building events, and recognition programs that keep morale high.
• Access to wellness resources, mental‑health support, and employee assistance programs.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based bonuses.
• Comprehensive health, dental, and vision plans with multiple options to suit individual needs.
• Generous paid time off, parental leave, and flexible holiday policies.
• Full tuition coverage through the arenaflex College Achievement Plan.
• Equity participation through the arenaflex Equity Reward Program, allowing you to share in the company’s long‑term success.
• Employee discount programs, wellness stipends, and a variety of on‑site (or virtual) perks.

Why Join arenaflex?

At arenaflex, you will be part of a global brand that values purpose as much as profit. You’ll lead a high‑impact function that directly influences how millions of partners and customers experience the brand every day. If you are a transformational leader who thrives on building world‑class service organizations, loves data‑driven problem solving, and wants to make a tangible difference, this role is your next career milestone.

Application Process

Ready to shape the future of partner and customer service at arenaflex? Click the link below to submit your application. We look forward to learning how your vision, expertise, and passion can help us deliver extraordinary experiences worldwide.

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Commitment to Diversity & Inclusion

arenaflex is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. We celebrate the richness of diverse backgrounds and believe that an inclusive workforce fuels innovation and better serves our global community.

If you require accommodation during the application process, please contact us at 206‑318‑0660 or email [email protected]. We are committed to providing a supportive environment for all candidates.

Join us and inspire with every interaction.

Apply today and become a catalyst for exceptional service at arenaflex.