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Join arenaflex: Where Customer Experience Meets Innovation
Are you ready to lead a global movement in customer and partner experience? At arenaflex, we're not just brewing opportunities—we're crafting connections that transform how organizations engage with their customers and partners worldwide. We're looking for a visionary leader to serve as our Director of Partner & Customer Service, someone who understands that exceptional service isn't just a department—it's the heartbeat of any thriving organization.
From our humble beginnings, arenaflex set out to be a different kind of company. One that not only celebrates excellence and rich traditions but also brings a genuine feeling of connection to every interaction. We are renowned for developing extraordinary leaders who share this passion and are guided by their service to others. Now, we're inviting you to join our journey and help us redefine what's possible in customer experience.
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 pivotal role includes oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics to deliver exceptional experiences and operational excellence.
Our Partner & Customer Service division encompasses the operations of global contact centers with multiple channels supporting categories including retail, customer relations, human resources, facilities and equipment, and technology support—all while preparing services and operations to grow and scale for the future.
What You'll Do: Key Responsibilities
As a leader at arenaflex, you'll be expected to embody our mission and values while driving meaningful results. Here's what your role will entail:
- Lead with Purpose: 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 that foster growth.
- Strategic Planning: Identify, understand, and align with customer needs while developing comprehensive strategy, plans, budgets, and delivering world-class operations and services. Establish, measure, and continuously improve key metrics including customer and partner experience, service levels, quality, and financial performance.
- Transformation & 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.
- Operational Excellence: Oversee outsourced contact center functions while ensuring quality, compliance, and exceptional service delivery. Leverage innovative work methodologies and cutting-edge technology to drive efficiency and effectiveness.
- Team Leadership: Build, scale, and lead large teams including outsourced agents. Develop leaders and managers who are equipped to handle the challenges of a dynamic, fast-paced environment.
- Continuous Improvement: Champion transformation and continuous improvement initiatives using Lean, Six Sigma, or similar methodologies. Drive measurable results and sustainable improvements across all operations.
- Communication & Storytelling: Leverage progressive experience with storytelling to communicate complex ideas and concepts. Adjust communication style to create relatable content for diverse audiences to gain collaboration and buy-in across the organization.
What We're Looking For: Qualifications & Experience
Essential Qualifications
- 10 years of experience leading contact centers and/or customer experience centers with proven track record of success
- 5+ years of experience leading contact centers in an outsourced environment (preferred)
- Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology
- Experience developing and implementing operations improvement strategies for global contact centers
- Comfortable with a fast-paced environment and all aspects of change management
- Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers
- Experience leading transformation and continuous improvement initiatives with demonstrable results
- 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 methodologies to drive operational excellence
- Demonstrated track record of delivering results and measurable improvements
- Master's degree preferred
Skills & Competencies
To thrive in this role at arenaflex, you'll need to bring:
- Strategic Vision: The ability to see the big picture while executing detailed tactical plans that align with organizational goals.
- Analytical Excellence: Strong capabilities in data analysis, metrics management, and using insights to drive decision-making.
- Change Leadership: Proven ability to lead organizations through transformation while maintaining team morale and productivity.
- Stakeholder Management: Experience working with diverse stakeholders, including executive leadership, external partners, and cross-functional teams.
- Technology Acumen: Familiarity with contact center technologies, CRM systems, and digital customer service platforms.
- Financial Acumen: Understanding of budget management, cost optimization, and financial reporting for large-scale operations.
- People Development: A passion for developing talent and building high-performing teams.
Why arenaflex? Our Culture & Benefits
At arenaflex, we believe that our greatest asset is our people. That's why we're committed to offering a comprehensive compensation and benefits package that supports your wellbeing, growth, and financial security. Here's what you can expect when you join our team:
Compensation & Financial Rewards
- Competitive pay that recognizes your experience and expertise
- Equity reward program (similar to Bean Stock) that gives you ownership in our success
- Savings programs to help you build financial security
- Stock options and equity-based compensation
Health & Wellness
- Comprehensive health coverage with a variety of plans to choose from
- Mental health support and counseling services
- Wellness programs and resources
- Employee Assistance Program (EAP)
Growth & Development
- 100% tuition coverage through our College Achievement Plan
- Continuous learning opportunities and professional development programs
- Mentorship programs connecting you with senior leaders
- Career advancement opportunities within a growing global organization
Work-Life Balance
- Flexible scheduling options
- Paid time off including vacation, personal days, and holidays
- Parental leave and family support programs
- Remote and hybrid work options (for eligible positions)
Additional Perks
- Flexible workplace arrangements - remote work up to two days per week for eligible positions in the greater Seattle area
- Employee discounts and exclusive offers
- Community involvement opportunities
- State-of-the-art work environment
Career Growth & Learning Opportunities
At arenaflex, your career trajectory is limited only by your ambition. As a Director-level leader, you'll have access to executive development programs, cross-functional leadership opportunities, and the chance to shape the future of customer experience within our organization. We invest heavily in your growth because we believe that when you succeed, arenaflex succeeds.
You'll work alongside talented professionals across multiple disciplines, gaining exposure to global operations, cutting-edge technology, and innovative customer experience strategies. This role serves as a springboard for future leadership positions within the organization, including potential VP-level opportunities for high-performing leaders who demonstrate exceptional results.
Work Environment & Team Culture
You'll enjoy working on an energetic, fun team and have the ability to drive the business forward as part of a highly collaborative team. At arenaflex, we believe that creativity thrives in environments where diverse perspectives are valued, and innovation is encouraged at every level.
Our culture is built on mutual respect, open communication, and a shared commitment to excellence. We act in accordance with guiding principles that prioritize customer satisfaction, partner wellbeing, and operational integrity. You'll find that our teams are supportive, inclusive, and passionate about making a difference every single day.
How to Apply
If you're ready to inspire with every interaction and join a team that's passionate about transforming customer experience, we want to hear from you! Apply today and take the first step toward an exciting new chapter with arenaflex.
We are 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. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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.
Join us and inspire with every interaction. Apply today!