About arenaflex
At arenaflex, we believe in the power of entertainment to bring people together. As a global leader in streaming and content innovation, we're dedicated to delivering exceptional experiences to millions of customers worldwide. Our commitment to excellence extends beyond our content library—it encompasses every interaction we have with our valued subscribers. We pride ourselves on fostering a culture of innovation, autonomy, and high performance, where talented individuals can thrive and make a meaningful impact. Join us as we continue to redefine the entertainment landscape and create moments of joy for families across the globe.
Position Overview
We are seeking an exceptional senior leader to oversee our customer service operations and team, while continuing to advance our strategy in support of our growing global and regional business needs. The Director of Customer Service will have responsibility for our current partner operations across Mexico, Peru, and Brazil, and will help shape the future support structure. This executive must demonstrate outstanding call center acumen to drive functional site performance according to our global business metrics while adapting to regional nuances as appropriate.
As a key member of our leadership team, you will play a pivotal role in representing the voice of the customer across all levels of the organization. You will be instrumental in building bridges between operational teams and cross-functional partners, ensuring that customer insights drive strategic decision-making throughout the company.
Key Responsibilities
- Regional Operations Leadership: Direct current outsourced sites (Mexico, Peru, and Brazil) while driving optimal performance and efficiency across all locations. Ensure consistency in service delivery while respecting cultural differences and local market dynamics.
- Culture Building: Construct and nurture a culture that supports our strategic objective to make the arenaflex experience even better. Champion our unique organizational values and foster an environment where team members are empowered to deliver outstanding service.
- Team Development: Build and maintain a high-performance culture where employees are highly engaged and motivated. Invest in the growth and development of your leadership team and frontline staff through mentorship, training, and career pathing opportunities.
- Strategic Partnership: Partner closely with site leadership and Global Customer Service management to consistently deliver unparalleled service and support to arenaflex clients while driving year-over-year cost efficiency.
- Innovation and Improvement: Lead and drive support projects and new initiatives that allow us to gain insights and identify best practices to share across the global Customer Service organization.
- Process Optimization: Create, develop, and influence new strategies and workflows to manage functional scale efficiently. Continuously evaluate and improve operational processes to maximize productivity and customer satisfaction.
- Team Support: Serve as a resource for your team to escalate issues and remove barriers to success. Ensure that frontline employees have the tools, training, and support they need to excel.
- Cross-Functional Collaboration: Build strong bridges and tight networks with cross-functional partners including Workforce Management, Learning and Development, Insights, and other key stakeholders.
Essential Qualifications
- Experience: Minimum of 10+ years experience scaling and managing large-scale operations at a multi-country level (1,000+ employees) in a customer service or contact center environment.
- Leadership Track Record: Proven experience developing and driving large teams in a high-performance culture. Demonstrated success in building, mentoring, and retaining top talent.
- Relationship Building: History of building strong relationships within Customer Service and cross-functional teams. Ability to influence and collaborate effectively at all organizational levels.
- Industry Knowledge: Understanding of electronic content and streaming technologies is strongly preferred. Familiarity with the entertainment and media industry is a significant advantage.
- Cross-Functional Expertise: Knowledge of and experience managing cross-functional teams including Workforce Management, Learning and Development, and Insights functions.
- Analytical Capabilities: Strong analytical skills with the ability to interpret and summarize complex performance and customer data trends to drive meaningful plans that are beneficial to the business.
- Communication Skills: Experience presenting reports, trends, and recommendations to teams and senior management. Excellent verbal and written communication skills in multiple contexts (one-on-one to large all-hands) and formats (written, casual or formal presentations, team meetings, etc.).
- Multicultural Leadership: Proven ability to track, measure, and optimize multi-trained multicultural operations teams. Experience working across diverse cultural contexts in Latin America.
- Interpersonal Excellence: Strong interpersonal skills with the ability to voice opinions and provide constructive feedback. Ability to navigate complex organizational dynamics.
Preferred Qualifications
- Advanced degree in Business Administration, Operations Management, or related field
- Experience in rapid-growth startup environments or high-paced tech companies
- Six Sigma or Lean certification
- Fluency in multiple languages including Spanish and Portuguese
- Previous experience in subscription-based service industries
- Demonstrated success in transforming underperforming operations into high-performing teams
Skills and Competencies
- Adaptability: You thrive in a fast-moving environment, have a high degree of intellectual curiosity, and have a goal-oriented entrepreneurial mindset. You embrace change and view challenges as opportunities for innovation.
- Collaboration: Ability to collaborate, influence, and partner effectively with senior internal stakeholders across multiple departments and geographic regions.
- Change Leadership: Proven ability to lead through change, ambiguity, and growth. Comfortable navigating uncertain situations and driving teams through transitions.
- Strategic Thinking: Demonstrated history of questioning, testing assumptions, and implementing better strategies. You don't accept the status quo and constantly seek ways to improve.
- Customer Obsession: Genuine passion for serving customers and creating exceptional experiences. You understand that customer success is business success.
- Data-Driven Decision Making: Comfortable making decisions based on data and metrics while also considering qualitative feedback and human factors.
Career Growth and Development
At arenaflex, we are committed to the professional growth and development of our employees. As the Director of Customer Service for Latin America, you will have unprecedented opportunities to advance your career within our global organization. This role offers:
- Exposure to senior leadership and board-level presentations
- Cross-functional leadership development across multiple business units
- Strategic planning experience in a high-growth, global environment
- Mentorship from industry veterans and executives
- Potential pathways to VP-level and regional president positions
- International relocation opportunities and global rotation programs
- Continuous learning through our internal training academy and external development resources
Work Environment and Culture
Our workplace culture is built on a foundation of freedom and responsibility. We believe in hiring the best people and then getting out of their way. At arenaflex, you will find:
- Autonomy: Significant latitude to make decisions and drive results without excessive bureaucracy
- Transparency: Open communication across all levels of the organization with regular all-hands meetings and internal documentation
- Innovation: encouragement to experiment, take calculated risks, and learn from both successes and failures
- Diversity and Inclusion: A commitment to building teams that reflect the diverse global communities we serve
- Work-Life Balance: Flexible working arrangements and generous time-off policies that support wellbeing
- Collaborative Spirit: A team-first mentality where everyone is committed to collective success
Compensation and Benefits
We offer a competitive compensation package that reflects the senior level of this position and the value we place on exceptional talent. Our comprehensive benefits include:
- Competitive base salary with annual performance bonuses
- Equity/stock participation program
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company matching
- Unlimited paid time off policy
- Generous parental leave for all new parents
- Professional development budget for conferences, training, and certifications
- Wellness programs and gym membership reimbursement
- Free streaming subscription to our entire content library
- Relocation assistance for qualified candidates
Location
This position is based in California, with regular travel required to our operational sites in Mexico, Peru, and Brazil. We offer flexible hybrid work arrangements that balance in-office collaboration with remote work flexibility.
Join Our Team
If you are a proven leader who thrives in fast-paced environments, possesses a passion for customer excellence, and wants to be part of a company that is transforming entertainment around the world, we want to hear from you. At arenaflex, you will have the opportunity to make a lasting impact on millions of customers while building a rewarding career with unlimited growth potential.
This is your chance to join a team of dreamers and doers who are changing the world one streaming experience at a time. Apply today and become part of something extraordinary.
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.