**Director, Partner & Customer Service (Remote) – Lead the Way in Delivering Exceptional Experiences at arenaflex**

At arenaflex, we're not just a company – we're a community that's passionate about creating a culture of connection and service. We're known for developing extraordinary leaders who share this passion and are guided by their commitment to others. As a key member of our team, you'll have the opportunity to make a meaningful impact on our customers and partners, shaping the future of our organization and driving growth through innovative thinking and exceptional leadership.

• *Join Our Team and Be Part of Something Extraordinary**

We're seeking an experienced and visionary leader to fill the role of Director, Partner & Customer Service. As a key member of our leadership team, you'll be responsible for driving the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences through multi-disciplinary global contact centers and related functions. This includes oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.

• *Key Responsibilities:**

• Model leadership behaviors that are grounded in arenaflex's Mission and Values, driving the engagement, development, and performance of all members of the team
• Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success
• Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering world-class operations and services
• Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials
• Lead initiatives to identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, consistently deliver exceptional customer/partner experiences, and seamlessly integrate business change(s) into all aspects of contact center operations
• Collaborate with cross-functional teams to drive business growth, innovation, and excellence

• *What We're Looking For:**

• 10 years' experience leading contact centers and/or customer experience centers
• 5+ years' 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
• Progressive experience with storytelling/communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration
• Has experience leveraging Lean, Six Sigma, or similar methodologies
• Demonstrated track record of results and improvements
• Master's degree (preferred)

• *Why Join arenaflex?**

• Competitive compensation and benefits package, including 100% tuition coverage through our arenaflex College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock
• Flexible scheduling and opportunities for paid time off
• Hybrid work arrangement for those living in the greater Seattle area, allowing for remote work up to two days per week
• Opportunity to work with a diverse and welcoming team that values inclusivity and diversity
• Comprehensive training and development programs to support your growth and success
• Collaborative and dynamic work environment that encourages innovation and creativity

• *How to Apply:**

If you're a motivated and experienced leader who is passionate about delivering exceptional customer and partner experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We're an equal opportunity employer and welcome applications from diverse candidates.

• *Contact Us:**

If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at [email protected]. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.

For more job opportunities, please visit our website or follow us on social media.