At arenaflex, we're not just a company – we're a community that's passionate about delivering extraordinary customer and partner experiences. Our mission is to create a culture that's guided by our values of service to others, and we're looking for a talented leader to join our team as a Director, Partner & Customer Service. This role is a unique opportunity to shape the future of customer and partner experiences at arenaflex, leveraging innovative work methodologies, process improvements, technology, and analytics & insights to drive operational excellence.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that's dedicated to creating a culture of connection and community. We're known for developing extraordinary leaders who share our passion for delivering exceptional customer and partner experiences. Our commitment to diversity, equity, and inclusion enables us to better meet our mission and values while serving customers throughout our global communities.
**Job Summary**
As a Director, Partner & Customer Service at arenaflex, 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, 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 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 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.
* Collaborate with cross-functional teams to drive business growth and innovation, while maintaining a customer-centric approach.
**Essential Qualifications**
* 10 years' experience leading contact centers and/or customer experience centers, with a proven track record of results and improvements.
* 5+ years' experience leading contact centers in an outsourced environment, with a deep understanding of the complexities and opportunities that come with this model.
* 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, with a focus on driving efficiency, quality, and customer satisfaction.
* Comfortable with a fast-paced environment and all aspects of change management, with the ability to adapt to evolving business needs.
* Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers.
* Experience leading transformation and continuous improvement initiatives, with a focus on driving cultural change and operational excellence.
**Preferred Qualifications**
* Master's degree in a relevant field, such as business administration, operations management, or customer experience.
* Experience leveraging Lean, Six Sigma, or similar methodologies to drive process improvements and operational excellence.
* Progressive experience with storytelling/communicating complex ideas and concepts, with the ability to adjust communication style to create relatable content for diverse audiences.
* Experience working in a hybrid or remote environment, with a focus on collaboration and teamwork.
**Skills and Competencies**
* Strong leadership and management skills, with the ability to drive engagement, development, and performance across the team.
* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders.
* Strong analytical and problem-solving skills, with the ability to identify and address root causes of customer/partner pain points.
* Experience with contact center software and technology, with a focus on driving efficiency, quality, and customer satisfaction.
* Strong business acumen, with the ability to drive business growth and innovation while maintaining a customer-centric approach.
* Experience with change management and cultural transformation, with a focus on driving operational excellence and customer satisfaction.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to supporting the growth and development of our leaders and employees. As a Director, Partner & Customer Service, you'll have access to a range of learning and development opportunities, including:
* Comprehensive training programs to develop your skills and knowledge in customer experience, operations management, and leadership.
* Opportunities to work with cross-functional teams to drive business growth and innovation.
* Access to industry-leading technology and software to drive efficiency, quality, and customer satisfaction.
* A dynamic and supportive work environment that encourages collaboration, creativity, and innovation.
**Work Environment and Company Culture**
arenaflex is a dynamic and forward-thinking organization that's committed to creating a culture of connection and community. Our work environment is designed to support collaboration, creativity, and innovation, with a focus on driving customer satisfaction and operational excellence. As a Director, Partner & Customer Service, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer and partner experiences.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive compensation and benefits package to our eligible part-time and full-time partners, including:
* Competitive pay and benefits package.
* 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, creativity, and innovation.
**How to Apply**
If you're a talented leader who's passionate about delivering exceptional customer and partner experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter that outlines your experience and qualifications for this role. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer, 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. 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].