Experienced Director of Partner and Customer Service – Global Contact Center and Customer Experience Leadership (Remote Opportunity)

Introduction to arenaflex

At arenaflex, we are driven by a passion to connect people and create a sense of community. From our humble beginnings, we have been committed to being a different kind of company – one that celebrates the rich tradition of our craft while bringing people together. We are known for developing extraordinary leaders who share our passion and are guided by their service to others. As a leader in our industry, we are dedicated to creating a welcoming and inclusive environment that fosters growth, innovation, and exceptional customer experiences.

About the Role

We are recruiting for a key leadership role – Director of Partner and 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

• Model leadership behaviors that are grounded in arenaflex's Mission and Values, driving the engagement, development, and performance of all members of the team.
• Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success.
• Identify, understand, and align with customer needs, developing strategies, 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 identify and eliminate root causes for customer/partartner pain points, scale operations through standardized processes and industry-leading digital capabilities, consistently deliver exceptional customer/partner experiences, and seamlessly integrate business changes into all aspects of contact center operations.

Essential Qualifications

To be successful in this role, you will need:

• 10 years' experience leading contact centers and/or customer experience centers, with a proven track record of delivering exceptional customer experiences and driving business results.
• 5+ years' experience leading contact centers in an outsourced environment, with a deep understanding of the complexities and challenges of managing outsourced teams.
• Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology, with a focus on innovation and continuous improvement.
• Experience developing and implementing operations improvement strategies for global contact centers, with a strong understanding of process optimization and efficiency.
• Comfortable with a fast-paced environment and all aspects of change management, with the ability to adapt to changing priorities and circumstances.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Master's degree in a relevant field, such as business administration, marketing, or communications.
• Experience with Lean, Six Sigma, or similar methodologies, with a focus on process improvement and efficiency.
• Progressive experience in building, scaling, and leading large teams, including outsource agents, with a focus on developing leaders and managers.
• Experience leading transformation and continuous improvement initiatives, with a proven track record of delivering results and improvements.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Leadership: The ability to inspire and motivate teams, with a focus on developing leaders and managers.
• Communication: Excellent communication and interpersonal skills, with the ability to communicate complex ideas and concepts to diverse audiences.
• Strategic thinking: The ability to think strategically, with a focus on driving business results and delivering exceptional customer experiences.
• Problem-solving: Strong problem-solving skills, with the ability to analyze complex problems and develop effective solutions.
• Collaboration: The ability to work collaboratively with cross-functional teams, with a focus on driving business results and delivering exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our partners. As a Director of Partner and Customer Service, you will have access to a range of career growth opportunities and learning benefits, including:

• Comprehensive training and development programs, designed to help you build your skills and knowledge.
• Opportunities for career advancement, with a focus on developing leaders and managers.
• A range of learning benefits, including tuition reimbursement and online courses.

Work Environment and Company Culture

At arenaflex, we are proud of our welcoming and inclusive company culture. As a Director of Partner and Customer Service, you will be part of a dynamic and supportive team, with a focus on collaboration and teamwork. Our company culture is built on the following values:

• Respect: We respect each other, our customers, and our communities.
• Integrity: We operate with integrity, transparency, and honesty.
• Excellence: We strive for excellence in everything we do, with a focus on delivering exceptional customer experiences.

Compensation, Perks, and Benefits

At arenaflex, we offer a comprehensive compensation and benefits package, designed to attract and retain the best talent. As a Director of Partner and Customer Service, you will be eligible for:

• Competitive salary and bonus structure, with a focus on rewarding performance and results.
• Comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• A range of perks and benefits, including free products, discounts, and employee recognition programs.

Conclusion

If you are a motivated and experienced leader, with a passion for delivering exceptional customer experiences, we encourage you to apply for the Director of Partner and Customer Service role at arenaflex. As a leader in our industry, we offer a dynamic and supportive work environment, with a focus on collaboration, innovation, and continuous improvement. Join our team and inspire with every interaction – apply today!