Director of Global Partner & Customer Experience Operations – Remote Contact Center Leadership

About arenaflex

At arenaflex, we believe that meaningful connections transform ordinary moments into extraordinary experiences. Much like the rich tradition of brewing exceptional coffee, we are dedicated to cultivating an environment where innovation meets human connection, and where every interaction leaves a lasting impression. Our organization has grown from humble beginnings into a globally recognized leader, driven by a passionate commitment to service excellence, operational innovation, and the belief that extraordinary experiences begin with extraordinary people.

Our contact centers and customer experience functions serve as the vital bridge between our brand and the millions of customers and partners we serve worldwide. We are known for developing exceptional leaders who share our passion for connection and are guided by their commitment to serving others. As we continue to expand our global footprint and embrace digital transformation, we are seeking visionary leaders who can help us shape the future of customer and partner experience delivery.

Now, we are brewing something special, and we invite experienced contact center and customer experience leaders to join our journey. If you are energized by the opportunity to lead transformative change at scale, we want to hear from you.

Position Overview

arenaflex is recruiting for a pivotal leadership role: Director of Partner & Customer Service. This remote position offers the opportunity to lead a global, multi-disciplinary contact center operation that supports customers, partners, and internal stakeholders across multiple channels and categories. As the Director, you will be responsible for the comprehensive strategy, planning, operations, delivery, programs, financial stewardship, and continuous improvement of world-class customer and partner experience functions.

This role encompasses oversight of outsourced contact center operations while leveraging innovative work methodologies, process improvements, emerging technologies, and advanced analytics and insights. Your leadership will directly impact our ability to deliver exceptional partner and customer experiences while achieving operational excellence and scalable growth.

What You Will Lead

Partner & Customer Service at arenaflex includes the operations of global contact centers supporting diverse categories, including retail customer relations, human resources support, facilities and equipment inquiries, and technology support services. You will be responsible for preparing these services and operations to grow, scale, and adapt to evolving business needs while maintaining the highest standards of service quality.

Key Responsibilities

Leadership and Team Development

• Model leadership behaviors grounded in arenaflex's mission and values, inspiring teams to deliver their best work every day
• Drive engagement, professional development, and performance excellence across all team members, including direct reports, managers, and outsourced partners
• Set clear, measurable goals and actively provide partners with coaching, constructive feedback, and meaningful development opportunities
• Build and sustain a high-performance culture that celebrates collaboration, accountability, and continuous improvement
• Develop the next generation of leaders through structured mentoring, leadership training, and career pathing initiatives

Strategic Planning and Operational Excellence

• Identify, understand, and align with customer and partner needs to develop comprehensive strategy, operational plans, and budgets
• Deliver world-class operations and services that consistently exceed customer expectations and business objectives
• Establish, measure, and continuously improve key metrics including customer and partner experience scores, service levels, quality standards, and financial performance
• Lead initiatives to identify and eliminate root causes of customer and partner pain points, transforming friction into seamless experiences
• Scale operations through standardized processes and industry-leading digital capabilities that drive efficiency and consistency
• Seamlessly integrate business changes into all aspects of contact center operations, ensuring minimal disruption and maximum adoption

Innovation and Transformation

• Champion the adoption of emerging technologies, automation, and artificial intelligence to enhance service delivery and operational efficiency
• Drive transformation and continuous improvement initiatives using Lean, Six Sigma, or similar methodologies
• Leverage analytics and insights to inform strategic decisions and identify opportunities for innovation
• Stay ahead of industry trends and benchmark against best-in-class contact center operations globally

Cross-Functional Collaboration

• Partner with senior leaders across the organization to align contact center strategy with broader business objectives
• Communicate complex ideas and concepts in relatable, compelling ways to diverse audiences, gaining collaboration and alignment
• Build strong relationships with outsourced partners, technology vendors, and internal stakeholders to ensure seamless service delivery
• Act as a trusted advisor to executive leadership on customer experience trends, risks, and opportunities

Financial Stewardship

• Develop and manage operational budgets, ensuring cost-effective resource allocation and fiscal responsibility
• Identify opportunities for cost optimization while maintaining or improving service quality
• Provide regular reporting and analysis on financial performance, operational metrics, and strategic initiatives

Qualifications and Experience

Essential Qualifications

• 10 years of progressive experience leading contact centers and/or customer experience centers at an enterprise level
• 5+ years of experience leading contact centers in an outsourced environment, with demonstrated success managing vendor relationships and performance
• Progressive experience in designing and implementing world-class partner and customer experiences through the integration of people, process, and technology
• Demonstrated experience developing and implementing operations improvement strategies for global contact centers
• Proven track record of building, scaling, and leading large teams, including outsource agents, with a focus on developing leaders and managers
• Experience leading transformation and continuous improvement initiatives across complex, multi-site operations
• Progressive experience with storytelling and communicating complex ideas and concepts, with the ability to adjust communication style to create relatable content for diverse audiences
• Experience leveraging Lean, Six Sigma, or similar process improvement methodologies to drive operational excellence
• Demonstrated track record of delivering measurable results and improvements in customer experience, operational efficiency, and financial performance
• Comfortable thriving in a fast-paced, dynamic environment with demonstrated expertise in all aspects of change management

Preferred Qualifications

• Master's degree in Business Administration, Operations Management, or a related field
• Experience with global, multi-cultural contact center operations
• Familiarity with cloud-based contact center platforms, workforce optimization tools, and customer experience analytics
• Certification in Six Sigma, Lean, or other process improvement methodologies
• Experience with digital transformation initiatives, including automation, AI, and omnichannel service delivery

Skills and Competencies for Success

• Visionary Leadership: Ability to inspire and align teams around a shared vision for customer and partner experience excellence
• Strategic Thinking: Capacity to develop long-term strategies while managing day-to-day operational realities
• Data-Driven Decision Making: Proficiency in leveraging analytics, KPIs, and insights to inform strategy and drive continuous improvement
• Change Management: Expertise in leading organizations through transformation, with the ability to manage resistance and build momentum
• Communication Excellence: Outstanding written and verbal communication skills, with the ability to influence at all levels of the organization
• Relationship Building: Strong interpersonal skills with the ability to build trust, credibility, and collaboration across diverse teams and stakeholders
• Financial Acumen: Strong business and financial management skills, including budget development, cost optimization, and ROI analysis
• Customer Obsession: Deep commitment to understanding and exceeding customer and partner expectations
• Innovation Mindset: Curiosity and openness to exploring new technologies, methodologies, and approaches to service delivery

Career Growth and Development Opportunities

At arenaflex, we are deeply committed to the growth and development of our leaders. As Director of Partner & Customer Service, you will have access to:

• Executive coaching and leadership development programs designed to accelerate your career trajectory
• Mentorship opportunities with senior leaders across the organization
• Conference attendance and professional development funding to stay at the forefront of customer experience innovation
• Cross-functional project opportunities that broaden your business acumen and expand your network
• Clear pathways to senior leadership roles within the customer experience organization and beyond
• Tuition reimbursement programs to support continued education and advanced degree pursuits

Work Environment and Company Culture

arenaflex fosters a culture of warmth, belonging, and growth. We believe that when our partners feel connected and supported, they are empowered to create exceptional experiences for our customers. Our culture is built on shared values, mutual respect, and a commitment to making a positive impact in the communities we serve.

We celebrate diversity in all its forms and are committed to creating an inclusive environment where every voice is heard and valued. Our leaders are expected to champion diversity, equity, and inclusion in everything they do, from hiring and development to daily interactions and strategic decision-making.

For team members in the greater Seattle area, we offer a flexible workplace that allows for hybrid work arrangements, with the ability to work remotely up to two days per week. This role is primarily remote, with occasional travel as needed for team gatherings, leadership meetings, and strategic planning sessions.

Compensation and Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package designed to support the health, well-being, and financial security of our partners. Our benefits include:

• Competitive base salary with performance-based bonus opportunities
• Comprehensive health coverage with a variety of plan options to choose from
• 100% tuition coverage through our College Achievement Plan, supporting your continued education
• Stock and savings programs, including equity reward opportunities
• Generous paid time off and flexible scheduling options
• Retirement savings plan with company matching contributions
• Wellness programs and resources to support your physical and mental health
• Discounts on products and services across our portfolio
• Paid volunteer days to support causes that matter to you

We are committed to providing reasonable accommodations to applicants and partners with disabilities. If you need assistance or an accommodation during the application or interview process, please contact our accommodations team for support.

Our Commitment to Diversity and Inclusion

arenaflex is an equal opportunity employer committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds, experiences, and perspectives. We believe that this diversity enables us to better serve our customers and communities throughout the world. People of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities are strongly encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances.

Join Us and Shape the Future of Customer Experience

If you are a seasoned contact center and customer experience leader ready to make a meaningful impact on a global scale, we invite you to bring your passion, expertise, and vision to arenaflex. This is more than a leadership role, it is an opportunity to shape the future of how we connect with customers and partners around the world.

Imagine leading a global team that is transforming customer experiences every day, leveraging cutting-edge technology and innovative methodologies to deliver service that exceeds expectations. At arenaflex, that vision becomes reality every day, and we want you to be part of it.

Bring your experience, your strategic mindset, and your passion for service excellence. Help us continue to build a culture where connection thrives, where partners grow, and where customers feel valued at every touchpoint.

Apply today and inspire with every interaction. Your next great chapter starts here at arenaflex.