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

At arenaflex, we're not just brewing coffee – we're crafting a culture of connection, community, and exceptional customer experiences. As a leader in the industry, we're seeking a talented Director, Partner & Customer Service to join our team and drive the strategy, planning, and operations of our global contact centers. If you're passionate about delivering world-class customer and partner experiences, we want to hear from you! **About arenaflex** arenaflex is a company that's all about people – our partners, our customers, and our communities. We're known for developing extraordinary leaders who share our passion for service and our commitment to creating a positive impact. As a leader in the industry, we're dedicated to innovation, quality, and customer satisfaction. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we're proud to be a place where people from diverse backgrounds and experiences can thrive. **Job Summary** As the Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, and operations of our global contact centers, including outsourced contact center functions. You'll leverage innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence. This is a remote role, and you'll have the flexibility to work from anywhere while being part of a highly collaborative team. **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 they have the skills and knowledge needed to succeed. * 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, improve customer satisfaction, and enhance partner engagement. **Essential Qualifications** * 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. **Preferred Qualifications** * Master's degree. * Experience working in a remote or hybrid work environment. **Skills and Competencies** * Strong leadership and management skills, with the ability to inspire and motivate teams. * Excellent communication and interpersonal skills, with the ability to build strong relationships with partners, customers, and stakeholders. * Strategic thinking and problem-solving skills, with the ability to analyze complex issues and develop effective solutions. * Experience with contact center technology, including CRM systems, IVR, and other tools. * Strong analytical and data-driven decision-making skills, with the ability to interpret data and drive business insights. * Experience with process improvement methodologies, such as Lean and Six Sigma. * Strong project management skills, with the ability to lead multiple projects simultaneously and drive results. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our leaders grow and develop their skills. As a Director, Partner & Customer Service, you'll have access to a range of learning and development opportunities, including: * Leadership development programs, including coaching and mentoring. * Training and development opportunities in areas such as customer experience, operations, and technology. * Access to industry-leading tools and resources, including CRM systems and contact center technology. * Opportunities to participate in cross-functional teams and collaborate with other leaders across the organization. * A comprehensive compensation and benefits package, including competitive pay, health coverage, and stock & savings programs. **Work Environment and Company Culture** As a remote role, you'll have the flexibility to work from anywhere while being part of a highly collaborative team. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we're proud to be a place where people from diverse backgrounds and experiences can thrive. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. **Compensation, Perks, and Benefits** We're proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include: * Competitive pay and bonuses. * Health coverage with a variety of plans to choose from. * Stock & savings programs, including our equity reward program, Bean Stock. * Flexible scheduling and opportunities for paid time off. * Access to our Starbucks College Achievement Plan, which provides 100% tuition coverage for eligible partners. * Opportunities to participate in our equity reward program, Bean Stock. **How to Apply** If you're passionate about delivering exceptional customer and partner experiences, we want to hear from you! To apply for the Director, Partner & Customer Service role, please visit our website and submit your application. We're an equal opportunities employer and welcome applications from diverse candidates. **Equal Employment Opportunity** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're 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 for this job