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About arenaflex
At arenaflex, we believe in the power of connection. Since our founding, we have been committed to creating meaningful experiences—not just for our customers, but for every individual who becomes part of our global family. Our legacy is built on the belief that when people feel valued, heard, and supported, extraordinary things happen. We celebrate the rich traditions that bring communities together while continuously innovating to meet the evolving needs of the modern world.
Today, arenaflex operates on a global scale, serving millions of customers across multiple channels and industries. Our commitment to excellence in customer experience has made us a leader in our field, and we owe that success to the incredible people who make up our organization. We are proud to foster a culture of inclusion, development, and purpose-driven work where every team member has the opportunity to thrive.
The Opportunity: Director, Partner & Customer Service
We are currently seeking a visionary and results-driven leader to join our executive team as Director, Partner & Customer Service. This is a pivotal role that will shape the future of our global contact center operations and define the experience our customers and partners receive across every touchpoint.
In this position, you will be responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences through our multi-disciplinary global contact centers and related functions. You will provide oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics to deliver exceptional experiences and operational excellence.
The Partner & Customer Service division encompasses the operations of global contact centers with multiple channels supporting categories including retail, customer relations, human resources, facilities and equipment, and technology support. As we prepare to grow and scale our services, you will play a critical role in building the infrastructure and strategies needed to support this expansion.
What You'll Do
As the Director of Partner & Customer Service at arenaflex, you will lead a dynamic team responsible for delivering outstanding experiences to both our internal partners and external customers. Your responsibilities will span strategic planning, operational execution, and continuous improvement across all contact center operations.
Strategic Leadership
- Develop and execute comprehensive strategies for global contact center operations that align with arenaflex's mission, values, and business objectives
- Create multi-year roadmaps for contact center transformation, including technology adoption, process optimization, and capability building
- Establish, measure, and continuously improve key performance metrics including customer and partner experience scores, service levels, quality indicators, and financial performance
- Partner with executive leadership to integrate contact center strategies into broader organizational goals
Operational Excellence
- Oversee the daily operations of global contact centers operating across multiple time zones and languages
- Manage relationships with outsourced contact center partners, ensuring consistency in service quality and adherence to arenaflex standards
- Implement industry-leading digital capabilities and automation solutions to enhance efficiency and customer satisfaction
- Lead initiatives to identify and eliminate root causes for customer and partner pain points through data-driven analysis
- Scale operations through standardized processes while maintaining flexibility to adapt to changing market demands
Team Development and Engagement
- Model leadership behaviors that are grounded in arenaflex's Mission and Values
- Drive the engagement, development, and performance of all team members through strategic talent management
- Set ambitious goals and actively provide partners with coaching, feedback, and development opportunities
- Build a high-performing leadership team by recruiting, developing, and retaining top talent
- Foster a culture of continuous learning, innovation, and collaborative problem-solving
Transformation and Innovation
- Lead large-scale transformation and continuous improvement initiatives using proven methodologies
- Drive innovation in customer experience through the adoption of emerging technologies and best practices
- Seamlessly integrate business changes into all aspects of contact center operations
- Champion the use of data analytics and insights to inform decision-making and predictive planning
- Communicate complex ideas and concepts effectively, creating relatable content for diverse audiences to gain collaboration and buy-in
What We're Looking For
We are seeking a leader who brings a unique blend of strategic vision, operational expertise, and people-centric leadership. The ideal candidate will have a proven track record of transforming contact center operations while fostering a culture of excellence and inclusion.
Essential Qualifications
- 10+ years of experience leading contact centers and/or customer experience centers in a senior leadership capacity
- 5+ years of experience leading contact centers in an outsourced environment (preferred)
- 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
- Demonstrated ability to thrive in a fast-paced environment and navigate complex change management initiatives
- Progressive experience in building, scaling, and leading large teams—including outsource agents—and developing leaders and managers
- Experience leading transformation and continuous improvement initiatives from concept through execution
- Progressive experience with storytelling and communicating complex ideas and concepts, with the ability to adjust communication style for diverse audiences
- Proven track record of delivering measurable results and improvements in customer satisfaction, operational efficiency, and financial performance
- Strong proficiency with Lean, Six Sigma, or similar process improvement methodologies
Preferred Qualifications
- Master's degree in Business Administration, Operations Management, or a related field
- Experience in multi-national contact center operations across diverse geographic regions
- Background in retail, hospitality, or service-oriented industries
- Knowledge of emerging contact center technologies including AI-powered analytics, omnichannel platforms, and cloud-based solutions
- Certifications in Lean, Six Sigma, or customer experience management
Skills and Competencies
To succeed in this role, you will need to demonstrate a combination of strategic thinking, operational expertise, and interpersonal skills:
- Strategic Vision: Ability to see the big picture while executing on detailed operational requirements
- Data-Driven Decision Making: Strong analytical skills with the ability to interpret complex data and translate insights into action
- Change Leadership: Proven ability to lead organizations through transformation while maintaining employee engagement and morale
- Stakeholder Management: Excellent communication and influencing skills with the ability to build consensus across diverse groups
- Customer Centricity: Deep commitment to understanding and exceeding customer expectations
- Operational Excellence: Strong track record of driving efficiency, quality, and scalability in contact center operations
- Team Leadership: Ability to inspire, develop, and manage high-performing teams across multiple locations
- Innovation Mindset: Openness to new ideas and willingness to challenge traditional approaches
Career Growth and Development
At arenaflex, we believe in investing in our people. As the Director of Partner & Customer Service, you will have access to unparalleled opportunities for professional growth and development:
- Leadership development programs designed to enhance your strategic capabilities
- Exposure to executive leadership and cross-functional business initiatives
- Mentorship from senior leaders within the organization
- Opportunities to drive innovation and shape the future of customer experience
- Career advancement potential within arenaflex's global operations
- Continuous learning through training programs, conferences, and industry certifications
Work Environment and Culture
At arenaflex, we pride ourselves on creating a workplace where everyone belongs. Our culture is built on mutual respect, open communication, and a shared commitment to excellence. We believe that diverse perspectives make us stronger, and we actively seek to build teams that reflect the global communities we serve.
This role offers flexibility with hybrid work arrangements. For candidates in the greater Seattle area, we offer a flexible workplace that allows for hybrid work, with partners able to work remotely up to two days per week. We believe in work-life balance and trust our team members to manage their time effectively while delivering results.
You'll join an energetic, fun team that is passionate about what they do. Collaboration is at the heart of everything we do, and you'll have the opportunity to work alongside talented professionals who are committed to making a difference.
Compensation and Benefits
arenaflex is committed to offering a comprehensive compensation and benefits package that supports the well-being of our team members. We believe in recognizing and rewarding excellence. Our benefits package includes:
- Competitive Pay: Industry-leading salary with annual performance bonuses
- Health Coverage: Comprehensive health, dental, and vision plans with a variety of options to choose from
- Tuition Assistance: 100% tuition coverage through our Professional Achievement Plan to support your continued education
- Stock & Savings Programs: Equity participation through our stock award program
- Flexible Scheduling: Flexible work arrangements to support work-life balance
- Paid Time Off: Generous PTO policies including vacation, personal days, and holidays
- Wellness Programs: Resources to support your physical, mental, and emotional well-being
- Employee Discounts: Discounts on arenaflex products and services
Visit our benefits page for detailed information about all the programs and resources available to arenaflex team members.
Join Our Team
If you are a leader who is passionate about delivering exceptional customer and partner experiences, we want to hear from you. At arenaflex, you will have the opportunity to make a meaningful impact, grow your career, and be part of a team that truly cares about people.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex 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.
Apply today and inspire with every interaction. We can't wait to see what you'll bring to arenaflex!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.