Senior Director of Global Partner & Customer Service Operations – Remote Leadership of Multi‑Channel Contact Centers and Experience Innovation

About arenaflex – Shaping Connections in a Dynamic World

arenaflex is more than a global brand; it is a movement that blends the art of hospitality with cutting‑edge technology to create unforgettable experiences for millions of customers every day. From the first sip of a perfectly brewed beverage to the seamless resolution of a service request, arenaflex’s mission is to foster genuine connections that inspire loyalty and drive growth. As a pioneer in the retail‑service sector, arenaflex continuously invests in people, processes, and platforms that empower partners to deliver world‑class service across every touchpoint.

Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. We celebrate diversity, champion inclusion, and believe that the best ideas emerge when every voice is heard. If you thrive in an environment where innovation meets empathy, and where your leadership can shape the future of global contact‑center operations, you have found your next great adventure.

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

arenaflex is seeking a visionary leader to steer the strategy, planning, and execution of our worldwide partner and customer service ecosystem. This senior role will own the end‑to‑end delivery of multi‑disciplinary contact‑center functions, overseeing both in‑house and outsourced operations. You will harness data‑driven insights, lean methodologies, and emerging technologies to elevate partner and customer experiences, while ensuring operational excellence and financial stewardship.

Key Responsibilities

• Strategic Leadership: Define and communicate a compelling vision for global partner and customer service that aligns with arenaflex’s mission and values.
• Team Development: Model leadership behaviors rooted in arenaflex’s core principles; coach, mentor, and develop a high‑performing team of managers, leads, and frontline agents—including outsourced partners.
• Operational Excellence: Design, implement, and continuously refine processes, service level agreements (SLAs), and quality standards across all contact‑center channels (voice, chat, email, social, and self‑service).
• Financial Management: Own budgeting, forecasting, and cost‑optimization initiatives; drive profitability while maintaining superior service quality.
• Technology Enablement: Partner with IT and product teams to integrate advanced analytics, AI‑driven routing, workforce management tools, and omnichannel platforms.
• Continuous Improvement: Lead Lean, Six Sigma, and other improvement programs to identify root causes of pain points, eliminate waste, and accelerate scaling.
• Stakeholder Collaboration: Work closely with retail, HR, facilities, and technology divisions to ensure seamless service delivery and alignment with broader business objectives.
• Change Management: Champion transformation initiatives, communicate complex concepts clearly, and guide the organization through periods of rapid growth and change.
• Metrics & Reporting: Establish, track, and act on key performance indicators (KPIs) such as Net Promoter Score (NPS), First Contact Resolution (FCR), Average Handle Time (AHT), and partner satisfaction.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact‑center or customer‑experience environments.
• At least 5 years leading outsourced or hybrid contact‑center operations, with a proven record of managing large, geographically dispersed teams.
• Demonstrated expertise in designing and executing world‑class partner and customer experiences through people, process, and technology.
• Strong background in operational improvement strategies for global contact centers, including experience with Lean, Six Sigma, or comparable methodologies.
• Exceptional storytelling and communication skills; ability to translate complex data into compelling narratives for diverse audiences.
• Track record of delivering measurable results—improved service levels, cost reductions, and enhanced satisfaction scores.
• Comfortable thriving in fast‑paced, high‑growth environments and adept at navigating change management challenges.
• Master’s degree in Business Administration, Organizational Development, or a related field is preferred.

Preferred Qualifications & Additional Skills

• Experience with AI‑enabled routing, chatbots, and self‑service platforms that drive automation and efficiency.
• Background in retail or hospitality sectors, providing insight into the unique demands of consumer‑facing operations.
• Proficiency in advanced analytics tools (e.g., Tableau, Power BI) and workforce management systems (e.g., NICE, Verint).
• Demonstrated ability to build and nurture high‑performing leaders, fostering a pipeline of future managers.
• Fluency in multiple languages or experience managing multilingual support teams is a plus.

Core Competencies for Success

• Leadership Presence: Inspire confidence, embody arenaflex’s values, and drive a culture of accountability.
• Strategic Thinking: Anticipate market trends, align service strategies with business goals, and innovate proactively.
• Analytical Acumen: Leverage data to uncover insights, diagnose issues, and guide decision‑making.
• Collaboration: Build strong cross‑functional partnerships and influence without authority.
• Customer‑Centric Mindset: Keep the partner and customer experience at the heart of every initiative.
• Adaptability: Remain resilient and decisive amid ambiguity and rapid change.

Career Growth & Learning Opportunities

At arenaflex, leadership is a journey, not a destination. As Director of Partner & Customer Service, you will have direct access to senior executives, participate in global strategy forums, and influence the roadmap of next‑generation service technologies. You will also benefit from:

• Executive mentorship programs designed to accelerate your leadership development.
• Access to arenaflex’s comprehensive learning platform, offering courses in advanced analytics, digital transformation, and people management.
• Opportunities to lead high‑visibility, cross‑regional projects that shape the future of the brand.
• Eligibility for internal mobility, allowing you to explore roles in product innovation, operations, or regional leadership.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from anywhere while staying deeply connected to a vibrant, collaborative community. arenaflex provides:

• Flexible scheduling with the ability to work up to two days per week from a home office, complemented by optional hybrid workspaces in major hubs.
• A supportive, inclusive culture that celebrates diversity of thought, background, and experience.
• Regular virtual town halls, team‑building events, and wellness initiatives that keep you engaged and energized.
• State‑of‑the‑art collaboration tools that enable seamless communication across time zones.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While specific figures will be discussed during the interview process, candidates can expect:

• Base salary aligned with market benchmarks for senior leadership roles.
• Performance‑based bonuses tied to service excellence and financial outcomes.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Generous paid time off, parental leave, and flexible holiday scheduling.
• arenaflex College Achievement Plan – 100% tuition reimbursement for eligible courses.
• Equity participation through arenaflex’s employee stock ownership program.
• Wellness stipend, employee assistance programs, and access to mental‑health resources.
• Discounted arenaflex merchandise and product experiences.

Why Join arenaflex?

Joining arenaflex means becoming part of a purpose‑driven organization that values every partner’s contribution. You will lead a dynamic team that directly impacts the lives of millions, shaping how they experience the brand every day. If you are a strategic thinker with a passion for service excellence, a track record of scaling global operations, and a desire to make a lasting impact, we invite you to bring your expertise to arenaflex.

Application Process

Ready to lead the next chapter of partner and customer service at arenaflex? Click the link below to submit your application. Our talent acquisition team will review your profile and reach out to schedule a conversation.

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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, or veteran status. We are dedicated to building a workforce that reflects the diverse communities we serve, and we encourage candidates of all backgrounds to apply.

Accommodations

If you require an accommodation during the application or interview process, please contact us at 206‑318‑0660 or email [email protected]. We will work with you to ensure a fair and accessible experience.

Take the Next Step

Don’t miss the chance to influence the future of global service excellence at arenaflex. Apply today and help us inspire connections that matter.