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About arenaflex – Shaping the Future of Foodservice
At arenaflex, we are more than a leading food distribution powerhouse; we are a community of innovators, problem‑solvers, and food‑enthusiasts dedicated to delivering fresh, reliable solutions to restaurants, hotels, and institutions across the United States. Our legacy of promoting from within, investing in continuous learning, and championing a culture of collaboration has positioned us as the partner of choice in a rapidly evolving foodservice landscape. As we expand our national footprint, we are seeking visionary leaders who can elevate the customer experience, drive operational excellence, and inspire teams to achieve their highest potential—all from the comfort of a remote workspace.
Why This Role Is a Game‑Changer
As the Director of Customer Contact Operations at arenaflex, you will own the end‑to‑end delivery of our customer service model for local and national sales organizations. This pivotal position blends people leadership, continuous‑improvement project management, and strategic planning to ensure that every interaction—whether with a restaurant owner, a supplier, or an internal stakeholder—exceeds expectations. You will be the voice of the customer inside the organization, the champion of best‑in‑class processes, and the architect of a future‑focused service vision.
Key Responsibilities
People Leadership – 40%
- Recruit, onboard, and train a high‑performing team of 60‑90 customer service representatives, leads, and managers.
- Provide regular, data‑driven feedback and coaching to cultivate top talent and embed arenaflex’s core values.
- Design and execute individualized development plans, succession pathways, and career‑growth opportunities.
- Set clear quantitative and qualitative performance expectations, conduct performance reviews, and celebrate achievements.
- Manage a diverse team ranging from entry‑level contributors to senior managers, ensuring alignment with the shared services model.
- Lead cross‑training initiatives to build a flexible workforce capable of adapting to evolving demand.
- Drive a culture of accountability, empowerment, and continuous improvement through regular one‑on‑one and team‑wide communications.
Continuous Improvement & Project Management – 30%
- Standardize business processes using automated tools and workflow platforms to boost efficiency and quality.
- Enforce adherence to Standard Operating Procedures (SOPs) and conduct compliance audits.
- Lead technology‑centric projects that align with arenaflex’s strategic roadmap, including system integrations, reporting enhancements, and process automation.
- Gather stakeholder feedback through surveys and focus groups to continuously refine service delivery.
- Benchmark best practices across the industry, identify gaps, and develop actionable improvement plans.
- Analyze data trends, root‑cause issues, and present evidence‑based recommendations to senior leadership.
- Partner with frontline managers to embed quality performance metrics, training initiatives, and optimal scheduling practices.
Strategic Planning & Thought Leadership – 25%
- Build a collaborative network of regional presidents, sales leaders, and customer contact champions to ensure alignment and knowledge sharing.
- Act as the external voice of the region, translating customer insights into strategic priorities.
- Define, track, and report on key performance indicators (KPIs) that measure service excellence, productivity, and financial health.
- Participate in the annual budgeting process, championing fiscal responsibility and ROI‑focused investments.
- Develop a talent acquisition and retention strategy that secures the best people for current and future roles.
- Partner with Learning & Development to craft onboarding curricula, continuous education modules, and leadership training programs.
- Create long‑term roadmaps for technology adoption, process redesign, and service model evolution, complete with business cases and resource plans.
Personal Development – 5%
- Maintain an Individual Development Plan (IDP) and engage regularly with your manager for performance check‑ins.
- Participate in arenaflex’s formal performance management cycle and leverage internal learning platforms such as LinkedIn Learning.
- Stay current on industry trends through peer groups, webinars, and professional associations.
- Contribute to Employee Resource Groups (ERGs) and other community‑building initiatives.
Essential Qualifications
- Minimum 8 years of experience in sales, sales support, or sales analysis with a proven record of delivering superior customer service.
- At least 7 years of progressive leadership experience managing large, multi‑disciplinary teams.
- Demonstrated ability to influence senior leaders across regions and secure trust through consistent, high‑quality results.
- Exceptional verbal and written communication skills, with the ability to engage stakeholders at all organizational levels.
- Strong analytical mindset—expertise in interpreting data, identifying trends, and translating insights into actionable plans.
- Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience with CRM platforms such as Salesforce.
- Proven track record in project management, process standardization, and technology‑driven improvement initiatives.
- Ability to travel up to 50 % within the assigned region (remote work, with occasional on‑site engagements).
- Bachelor’s degree or equivalent combination of education and experience.
Preferred Qualifications & Experience
- Deep knowledge of contact‑center operations, especially within the foodservice or hospitality sectors.
- Experience with proprietary arenaflex ordering systems, advanced reporting tools, or similar enterprise platforms.
- Certification in Lean Six Sigma, PMP, or other continuous‑improvement methodologies.
- Previous involvement in building or scaling shared‑services models.
- Demonstrated success in developing and executing compensation and incentive structures that drive performance.
Key Skills & Competencies for Success
- Leadership & Influence: Ability to inspire, motivate, and develop high‑performing teams while navigating complex organizational dynamics.
- Strategic Thinking: Capacity to envision future service models, develop roadmaps, and secure executive buy‑in.
- Customer‑Centric Mindset: Passion for delivering exceptional experiences and translating customer feedback into strategic actions.
- Data‑Driven Decision Making: Proficiency in leveraging analytics to solve problems and improve processes.
- Change Management: Skilled at guiding teams through transformation, overcoming resistance, and ensuring adoption of new tools.
- Communication Excellence: Clear, persuasive storytelling for both internal stakeholders and external partners.
- Emotional Intelligence: Strong interpersonal skills, empathy, and the ability to build trust across diverse groups.
What You’ll Gain – Growth, Learning, and Rewards
Career Progression: As a senior leader at arenaflex, you will be positioned for future executive opportunities, including VP‑level roles, based on performance and organizational needs.
Professional Development: Access to tuition reimbursement, industry conferences, leadership academies, and a robust internal learning platform.
Mentorship: Direct interaction with senior executives, enabling knowledge sharing and rapid skill acquisition.
Work Environment & Culture
Our “Remote Anywhere” model empowers you to work from any location within the continental United States (excluding Hawaii and U.S. territories). arenaflex fosters a collaborative, inclusive, and high‑trust environment where flexibility, autonomy, and results are paramount. You will benefit from:
- State‑of‑the‑art virtual collaboration tools and regular team‑building events.
- Inclusive culture that celebrates diversity, equity, and belonging.
- Supportive leadership that encourages innovative thinking and risk‑taking.
- Transparent communication channels and clear pathways for feedback.
Compensation, Perks & Benefits
We offer a competitive base salary ranging from $95,000 to $155,000, commensurate with experience, education, and geographic location. In addition, you will be eligible for an annual incentive plan bonus that aligns with both individual and company performance.
Our comprehensive benefits package, effective from day one, includes:
- Medical, dental, and vision coverage with multiple plan options.
- Company‑matched 401(k) retirement savings plan.
- Life, short‑term, and long‑term disability insurance.
- Paid time off (vacation, sick leave, holidays) and flexible scheduling.
- Employee Stock Purchase Plan (ESPP) and potential equity participation.
- Wellness programs, mental health resources, and employee assistance services.
- Professional development stipend for courses, certifications, or conferences.
Commitment to Equal Opportunity
arenaflex is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
Ready to Lead the Future of Customer Contact?
If you are a dynamic, strategic leader with a passion for delivering best‑in‑class service and a desire to shape the next generation of customer contact operations, we want to hear from you. Join arenaflex today and become a catalyst for excellence in a thriving, remote‑first organization.
How to Apply
Click the link below to submit your application through our internal career portal. Remember, this position is open to current arenaflex employees via the internal Workday site, as well as external candidates who meet the qualifications outlined above.
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