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Join arenaflex and Redefine Customer and Partner Excellence
Are you a visionary leader passionate about transforming customer and employee experiences through innovative contact center operations? Do you thrive in dynamic environments where you can strategize, build, and scale world-class service delivery across global teams? If so, arenaflex invites you to apply for our Director of Partner & Customer Service position and lead the next evolution of our customer and partner experience mission.
At arenaflex, we believe that true business success comes from creating meaningful connections—not just with customers, but with every individual who touches our organization. Since our founding, we've been committed to building a company culture that celebrates people, innovation, and service excellence. We are known for developing extraordinary leaders who share this passion and are guided by their commitment to serving others. Today, we continue to expand our global footprint, and we're looking for a strategic leader to guide our Partner & Customer Service function into the future.
About This Leadership Opportunity
As the Director of Partner & Customer Service at arenaflex, 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. This is a high-impact leadership role that requires someone who can balance operational excellence with transformative innovation.
You will provide oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences. Your leadership will ensure operational excellence across all touchpoints, setting the standard for service delivery in our industry.
Our Partner & Customer Service organization encompasses the operations of global contact centers with multiple channels supporting categories including retail, customer relations, human resources, facilities/equipment, and technology support. As we prepare to grow and scale our services, you will be instrumental in building the infrastructure, processes, and teams needed to support this expansion.
What You'll Do: Key Responsibilities
This role offers the opportunity to make a significant impact on both our internal partners and external customers. Here's what you can expect:
- Lead with Purpose and Values: Model leadership behaviors that are grounded in arenaflex's Mission and Values. Drive the engagement, development, and performance of all members of your team. Set ambitious goals and actively provide partners with coaching, feedback, and development opportunities to help them reach their full potential.
- Strategic Planning and Execution: Identify, understand, and align with customer needs while developing comprehensive strategy, plans, and budgets. Deliver world-class operations and services that set new standards for excellence in our industry.
- Performance Measurement and Improvement: Establish, measure, and continuously improve key metrics including customer and partner experience scores, service levels, quality indicators, and financial performance. Use data-driven insights to drive decision-making and operational enhancements.
- Transformation and Innovation: Lead initiatives to identify and eliminate root causes for customer and partner pain points. Scale operations through standardized processes and industry-leading digital capabilities. Consistently deliver exceptional customer and partner experiences while seamlessly integrating business changes into all aspects of contact center operations.
- Cross-Functional Collaboration: Work collaboratively with internal stakeholders across departments to ensure alignment of customer service strategies with broader organizational objectives. Build strong partnerships with technology, HR, finance, and operations teams.
- Vendor and Outsourcing Management: Provide strategic oversight of outsourced contact center functions, ensuring quality, compliance, and performance standards are met or exceeded. Build and maintain strong relationships with external partners.
What We're Looking For: Qualifications and Experience
We're seeking a leader who brings a unique combination of strategic vision, operational expertise, and people-first leadership. Here's what we need from you:
Essential Qualifications
- Proven Leadership Experience: Minimum of 10 years of experience leading contact centers and/or customer experience centers, with a track record of delivering exceptional results.
- Outsourced Operations Expertise: Five or more years of experience leading contact centers in an outsourced environment is strongly preferred. You should be comfortable managing vendor relationships and ensuring performance standards are met.
- Experience Design Skills: Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology. You should have a passion for creating seamless, positive interactions at every touchpoint.
- Global Operations Leadership: Experience developing and implementing operations improvement strategies for global contact centers. You must be comfortable working across time zones and managing diverse, geographically dispersed teams.
- Change Management Acumen: Comfortable with a fast-paced environment and all aspects of change management. You should thrive on navigating ambiguity and leading teams through transformation.
- Team Building and Development: Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers. You should be passionate about mentoring the next generation of contact center professionals.
- Transformation Leadership: Experience leading transformation and continuous improvement initiatives. You should be able to identify opportunities for improvement and drive meaningful change across the organization.
- Executive Communication: Progressive experience with storytelling and communicating complex ideas and concepts. You must be able to adjust your communication style to create relatable content for diverse audiences to gain collaboration and buy-in.
- Process Excellence: Has experience leveraging Lean, Six Sigma, or similar methodologies to drive operational efficiency and quality improvement.
- Proven Results: Demonstrated track record of results and improvements. We want to see specific examples of how you've moved the needle in previous roles.
Preferred Qualifications
- Advanced degree (Master's degree preferred) in Business Administration, Operations Management, or a related field
- Industry certifications in customer experience, contact center management, or process improvement (CCXP, COPC, etc.)
- Experience in multi-channel contact center environments (phone, email, chat, social, digital)
- Background in retail, hospitality, or service-oriented industries
- Knowledge of emerging contact center technologies including AI, automation, and analytics platforms
Skills and Competencies for Success
Beyond experience, we seek candidates who demonstrate these critical competencies:
- Strategic Thinking: Ability to see the big picture while executing on day-to-day details. You must be able to translate organizational strategy into actionable operational plans.
- Data-Driven Decision Making: Comfortable leveraging analytics and insights to inform strategy and measure performance. You should be proficient in using data to tell compelling stories and drive improvement.
- Emotional Intelligence: Strong interpersonal skills with the ability to connect with employees, customers, and stakeholders at all levels. You must be empathetic, approachable, and authentic.
- Innovation Mindset: Always looking for better ways to serve customers and support employees. You're not satisfied with the status quo and actively seek opportunities for improvement.
- Resilience and Adaptability: Thrive in ambiguous, fast-paced environments. You remain calm under pressure and help your team navigate challenges with confidence.
- Collaborative Leadership: Believe in the power of teamwork and actively seek diverse perspectives. You build inclusive environments where everyone can contribute their best work.
Career Growth and Development Opportunities
At arenaflex, we're invested in your professional growth. As a Director-level leader, you'll have access to comprehensive development resources designed to help you advance your career:
- Leadership Development Programs: Access to world-class leadership training and executive coaching to hone your strategic skills.
- Career Advancement Paths: Clear pathways to senior executive roles within the organization as you demonstrate success in this position.
- Continuous Learning: Support for ongoing education, industry certifications, and professional development opportunities.
- Cross-Functional Exposure: Opportunities to work on special projects and initiatives that expand your experience beyond the contact center function.
- Industry Leadership: Chance to represent arenaflex at industry conferences, forums, and thought leadership events.
Work Environment and Culture
We're proud to offer a flexible workplace that allows for hybrid work. If you live in the greater Seattle area, you can work remotely up to two days per week, giving you the best of both worlds—flexibility and in-person collaboration.
At arenaflex, you'll find an energetic, fun team environment where collaboration is celebrated, and innovation is encouraged. We believe that great work doesn't have to be serious—all the time. Our culture is built on mutual respect, open communication, and a shared commitment to excellence.
You'll work alongside passionate professionals who are dedicated to making a difference for our customers and partners. Every team member matters, and your contributions will be recognized and valued. We foster an environment where new ideas are welcomed, and continuous improvement is a way of life.
Compensation and Benefits
At arenaflex, we believe in rewarding our partners for the value they bring to the organization. We offer a comprehensive compensation and benefits package designed to support your well-being and financial security:
- Competitive Pay: Industry-leading salary commensurate with experience and qualifications.
- Health Coverage: Comprehensive health coverage with a variety of plans to choose from, including medical, dental, and vision insurance.
- Education Benefits: 100% tuition coverage through our arenaflex College Achievement Plan, supporting your ongoing learning and development.
- Stock & Savings Programs: Equity reward program (similar to Bean Stock) and savings programs to help you build long-term financial security.
- Flexible Scheduling: Flexible scheduling options and opportunities for paid time off to support work-life balance.
- Additional Perks: Many exclusive partner perks and discounts throughout the year.
Visit our benefits page for detailed information about all the programs and resources available to arenaflex partners.
Join Our Mission
If you're ready to lead a transformative customer and partner experience function, aren't you excited about the possibility of making a lasting impact? We'd love to hear from you!
At arenaflex, we believe that every interaction is an opportunity to create a meaningful connection. As our Director of Partner & Customer Service, you'll be at the forefront of shaping how we serve our customers and support our partners around the world.
We encourage people of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities to apply. arenaflex is 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.
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.
Apply today and help us inspire with every interaction!