Introduction to arenaflex
At arenaflex, we are driven by a passion to create a unique and personalized experience for our customers and partners. From the beginning, we set out to be a different kind of company, one that celebrates connection and community. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. As a leader in our industry, we are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.
Job Overview
We are recruiting for a key leadership role – Director, Partner & Customer Service. This leader will be responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experience 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.
Essential Qualifications
To be successful in this role, you will need:
- 10 years' experience leading contact centers and/or customer experience centers, with a proven track record of delivering exceptional customer and partner experiences.
- 5+ years' experience leading contact centers in an outsourced environment, with a deep understanding of the challenges and opportunities of outsourcing.
- Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology, with a focus on innovation and continuous improvement.
- Experience developing and implementing operations improvement strategies for global contact centers, with a strong understanding of metrics and analytics.
- Comfortable with a fast-paced environment and all aspects of change management, with the ability to adapt to changing circumstances and priorities.
- Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers, with a focus on talent development and succession planning.
- Experience leading transformation and continuous improvement initiatives, with a strong understanding of Lean, Six Sigma, or similar methodologies.
- Demonstrated track record of results and improvements, with a focus on delivering exceptional customer and partner experiences and driving business growth.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Master's degree in a relevant field, such as business administration, marketing, or communications.
- Experience with storytelling/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 continuous improvement and operational excellence.
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Leadership: The ability to inspire and motivate others, with a focus on developing and empowering team members.
- Communication: Excellent communication and interpersonal skills, with the ability to communicate complex ideas and concepts to diverse audiences.
- Strategic thinking: The ability to think strategically, with a focus on driving business growth and delivering exceptional customer and partner experiences.
- Problem-solving: Strong problem-solving skills, with the ability to analyze complex problems and develop effective solutions.
- Collaboration: The ability to work collaboratively with others, with a focus on building strong relationships and driving business results.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. As a leader in our industry, we offer a range of career growth opportunities and learning benefits, including:
- Opportunities for professional development and growth, with a focus on developing leaders and managers.
- Access to training and development programs, with a focus on building skills and competencies.
- A culture of continuous learning and improvement, with a focus on driving innovation and excellence.
Work Environment and Company Culture
At arenaflex, we are proud of our company culture and work environment. We offer a range of benefits and perks, including:
- A flexible and dynamic work environment, with opportunities for remote work and flexible scheduling.
- A comprehensive compensation and benefits package, with a focus on rewarding and recognizing our partners.
- A culture of diversity and inclusion, with a focus on creating a welcoming and inclusive workplace.
Compensation, Perks, and Benefits
At arenaflex, we offer a comprehensive compensation and benefits package, with a focus on rewarding and recognizing our partners. This includes:
- Competitive pay and benefits, with a focus on providing a total rewards package that meets the needs of our partners.
- Opportunities for career growth and development, with a focus on developing leaders and managers.
- A range of perks and benefits, including flexible scheduling, paid time off, and access to training and development programs.
Conclusion
If you are a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. Apply today and join our team of passionate and dedicated partners who are committed to delivering exceptional customer and partner experiences.
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. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are 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 at 206-318-0660 or via email at [email protected]
Apply Now