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

About arenaflex

At arenaflex, we believe that exceptional customer experiences and engaged team members are the foundation of organizational success. Since our founding, we've been committed to building something different—a company that celebrates connection, values people, and creates meaningful experiences for both customers and partners alike. Our commitment to excellence extends beyond our products and services; it permeates every interaction, every process, and every team member's journey with us.

Today, arenaflex operates on a global scale, serving millions of customers through multiple channels and maintaining a robust network of contact centers that represent the backbone of our customer and partner engagement. We pride ourselves on fostering a culture of continuous improvement, innovation, and genuine care for both external customers and internal partners. Our contact centers are more than just support hubs—they are strategic assets that drive customer loyalty, gather invaluable insights, and create lasting relationships with the communities we serve.

As we continue to evolve and grow, we are seeking a visionary leader to guide our Partner & Customer Service function. This is an exciting opportunity to shape the future of how we connect with customers and support our internal partners across the globe. If you are passionate about delivering world-class experiences, leading high-performing teams, and driving operational excellence, we invite you to join the arenaflex family.

Position Overview

We are currently seeking an experienced and dynamic leader to fill the role of Director of Partner & Customer Service. This senior leadership position is 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.

The ideal candidate will have oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics insights to deliver exceptional experiences and operational excellence. This role requires a strategic thinker with proven leadership abilities, a passion for customer and partner satisfaction, and the capability to drive transformation across a complex, global operation.

Our Partner & Customer Service function encompasses the operations of global contact centers with multiple channels supporting diverse categories including retail, customer relations, human resources, facilities and equipment support, and technology services. This leader will prepare services and operations to grow and scale, ensuring we are always positioned to meet evolving customer and partner needs.

Key Responsibilities

As the Director of Partner & Customer Service at arenaflex, you will play a pivotal role in shaping our customer and partner experience strategy. Your key responsibilities will include:

• Leadership & Team Development: 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 & Execution: Identify, understand, and align with customer and partner needs. Develop comprehensive strategy, plans, and budgets to deliver world-class operations and services. Establish, measure, and continuously improve key performance metrics, including customer and partner experience scores, service levels, quality standards, and financial performance.
• Operational Excellence: 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.
• Transformation & Innovation: Drive transformation and continuous improvement initiatives across the global contact center network. Leverage Lean, Six Sigma, or similar methodologies to achieve measurable improvements in efficiency, quality, and customer satisfaction.
• Cross-Functional Collaboration: Work collaboratively with internal stakeholders across multiple departments and regions. Partner with technology, analytics, human resources, and business units to ensure alignment and maximize impact.
• Outsourced Operations Management: Provide oversight and governance for outsourced contact center functions. Ensure vendor performance meets or exceeds contractual obligations and arenaflex standards.
• Communication & Storytelling: Articulate complex ideas and concepts to diverse audiences. Adjust communication style to create relatable content that drives collaboration and alignment across the organization.

Qualifications & Experience

Essential Qualifications

To succeed in this role, candidates must possess:

• A minimum of 10 years of experience leading contact centers and/or customer experience centers, with a track record of driving measurable improvements in customer satisfaction, operational efficiency, and financial performance.
• Progressive experience in designing and implementing world-class partner and customer experiences through strategic integration of people, process, and technology initiatives.
• Experience developing and implementing operations improvement strategies for global contact centers, with demonstrated understanding of multi-channel customer engagement across voice, chat, email, social, and digital platforms.
• Proven ability to thrive in a fast-paced environment while effectively managing change and leading organizational transformation efforts.
• Extensive experience building, scaling, and leading large teams, including management of outsourced agent populations. Success in developing leaders and managers within the organization.
• Strong analytical capabilities with experience leveraging data-driven insights to inform strategy and measure outcomes.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels of the organization.

Preferred Qualifications

While not required, the following qualifications would be highly advantageous:

• 5+ years of experience leading contact centers in an outsourced or vendor-managed environment.
• Advanced degree (Master's degree preferred) in Business Administration, Operations Management, Customer Experience, or a related field.
• Certification in Lean, Six Sigma, or similar continuous improvement methodologies (Green Belt, Black Belt, or equivalent).
• Experience in industries with complex multi-channel customer engagement requirements.
• Demonstrated success in scaling contact center operations during periods of rapid organizational growth.
• Strong background in implementing emerging technologies to enhance customer experience capabilities.

Skills & Competencies

Success in this role requires a unique blend of strategic vision, operational expertise, and interpersonal skills. We are looking for candidates who demonstrate:

• Strategic Thinking: The ability to see the big picture while remaining detail-oriented. You must be able to develop long-term strategies that align with organizational goals while executing tactical initiatives effectively.
• Operational Acumen: Strong understanding of contact center operations, including workforce management, capacity planning, quality assurance, and performance metrics.
• Data-Driven Decision Making: Comfortable leveraging analytics and insights to inform strategy, measure performance, and identify improvement opportunities.
• Change Leadership: Proven track record of leading transformation initiatives and guiding teams through periods of significant change.
• Relationship Building: Ability to establish credibility and trust with internal and external stakeholders, including executive leadership, operational teams, and vendor partners.
• Communication Excellence: Exceptional verbal and written communication skills, with the ability to adapt messaging for different audiences and purposes.
• Customer Obsession: Genuine passion for understanding and exceeding customer and partner expectations.
• Team Empowerment: Commitment to developing talent and creating environments where team members can thrive and grow.

Career Growth & Development Opportunities

At arenaflex, we believe in investing in our people's growth and development. As the Director of Partner & Customer Service, you will have access to numerous opportunities for professional advancement and skill development:

• Exposure to senior executive leadership and strategic decision-making processes
• Leadership development programs designed to enhance your capabilities as a senior leader
• Opportunities to drive innovation and shape the future of customer experience at a global scale
• Cross-functional collaboration with leaders across the organization
• Mentorship from experienced executives within the organization
• Pathways to broader operational, regional, or functional leadership roles

This role offers a unique platform to make a significant impact on both the customer and partner experience at arenaflex while building your career in a supportive and growth-oriented environment.

Work Environment & Culture

At arenaflex, we foster a culture of inclusion, diversity, and belonging. We believe that our differences make us stronger and that diverse perspectives drive innovation and better serve our customers and partners. Our workplace is built on mutual respect, collaboration, and a shared commitment to excellence.

We offer a flexible work environment that supports remote work arrangements. For eligible positions, partners can work remotely up to two days per week, allowing for a balanced approach to in-person collaboration and remote productivity. We believe in trusting our team members to manage their work in ways that support both individual excellence and team success.

Our contact centers operate around the clock to serve our global customer base, and we are committed to providing the tools, technology, and support our team members need to succeed in their roles. We celebrate achievements, recognize contributions, and create opportunities for fun and connection across our teams.

Compensation & Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package to our eligible full-time partners. We believe in taking care of our people so they can take care of our customers. Our benefits include:

• Competitive Pay: Industry-competitive salary with annual performance-based incentive opportunities.
• Health & Wellness: Comprehensive health coverage with a variety of plans to choose from, including medical, dental, and vision insurance.
• Tuition Assistance: 100% tuition coverage through our tuition assistance program, supporting partners who want to pursue continued education and skill development.
• Stock & Savings Programs: Equity reward programs that allow partners to share in the company's success.
• Flexible Scheduling: Flexible scheduling options and opportunities for paid time off to support work-life balance.
• Additional Perks: Various partner perks and discounts throughout the year.

Join Our Team

We invite you to join arenaflex and become part of something special. As a leader in our Partner & Customer Service organization, you will have the opportunity to make a meaningful impact on the experiences of millions of customers and partners around the world. Your work will directly contribute to our mission of creating moments of connection and delivering exceptional service in everything we do.

If you are a strategic thinker with a passion for customer and partner experience, proven leadership capabilities, and the drive to excellence, we encourage you to apply today. We are looking for forward-thinking leaders who are ready to take on this exciting challenge and help shape the future of customer engagement at arenaflex.

Take the next step in your career and discover what makes arenaflex a great place to work and grow. We can't wait to see what you'll bring to our team.

Equal Opportunity Employment

arenaflex is committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that diversity enables us to better meet our mission and values while serving customers throughout our global communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.

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.

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.