Director of Partner & Customer Experience | Global Contact Center Strategy & Operations Leadership (Remote)
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About arenaflex
At arenaflex, we believe in the power of connection. Since our founding, we've been committed to building more than just a business—we're creating a community where every interaction matters, every partner feels valued, and every customer experiences excellence. Our legacy is built on the belief that when we serve others with integrity, passion, and purpose, we create meaningful relationships that stand the test of time.
We're not just looking for employees; we're looking for leaders who share our vision of transforming customer and partner experiences through innovation, empathy, and operational excellence. If you're ready to join a team that celebrates coffee culture and the rich traditions of connection, while pioneering the future of global customer service, arenaflex is the place for you.
The Opportunity: Director of Partner & Customer Service
Are you a visionary leader passionate about shaping world-class customer and partner experiences? Do you thrive in fast-paced, dynamic environments where strategic thinking meets operational execution? If so, arenaflex invites you to apply for the role of Director, Partner & Customer Service.
This is a pivotal leadership position responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of our global contact centers and related functions. As a key member of our leadership team, you will oversee outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics to deliver exceptional experiences for both our partners and customers.
What You'll Do
As the Director of Partner & Customer Service at arenaflex, you will play a critical role in defining and executing our customer experience strategy across global contact centers. Your responsibilities will span multiple channels, including retail support, customer relations, human resources, facilities and equipment support, and technology assistance. You'll prepare our services and operations for sustainable growth and scaling while maintaining the highest standards of quality and service.
Key Responsibilities
Leadership & Team Development: Model leadership behaviors grounded in arenaflex's Mission and Values. Drive the engagement, development, and performance of all team members. Set ambitious goals and actively provide partners with coaching, feedback, and development opportunities to foster a culture of excellence.
Strategic Planning & Execution: Identify, understand, and align with customer and partner needs. Develop comprehensive strategy, plans, and budgets to deliver world-class operations and services. Establish, measure, and continuously improve key metrics including customer and partner experience, service levels, quality, and financial performance.
Operational Excellence: 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 experiences while seamlessly integrating business changes into all aspects of contact center operations.
Cross-Functional Collaboration: Work collaboratively with cross-functional teams to ensure alignment of contact center operations with broader organizational objectives. Build strong relationships with internal stakeholders, external vendors, and industry partners.
Transformation & Innovation: Drive transformation and continuous improvement initiatives using Lean, Six Sigma, or similar methodologies. Embrace change management and lead teams through organizational transitions with confidence and clarity.
Communication & Storytelling: Articulate complex ideas and concepts to diverse audiences. Adjust communication style to create relatable content that drives collaboration and aligns stakeholders around common goals.
What We're Looking For
We're seeking a leader who brings a unique blend of strategic vision, operational expertise, and passion for customer and partner success. The ideal candidate will have a proven track record of building, scaling, and leading large teams in dynamic, fast-paced environments.
Essential Qualifications
10+ years of experience leading contact centers and/or customer experience centers
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 fast-paced environments and all aspects of change management
Progressive experience in building, scaling, and leading large teams (including outsourced agents) and developing leaders and managers
Demonstrated experience leading transformation and continuous improvement initiatives
Strong storytelling and communication skills with the ability to adjust communication style for diverse audiences
Experience leveraging Lean, Six Sigma, or similar operational methodologies
Demonstrated track record of delivering measurable results and improvements
Preferred Qualifications
Master's degree in Business Administration, Operations Management, or related field
Experience in multi-disciplinary global contact center environments
Background in retail, hospitality, or consumer services industries
Certification in Lean, Six Sigma, or equivalent process improvement methodologies
Why Join arenaflex?
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 professional growth, financial security, and overall well-being.
Compensation & Financial Benefits
Competitive salary with annual performance-based bonuses
Equity reward programs similar to our industry-leading stock options
401(k) retirement savings plan with company matching
Flexible spending accounts for healthcare and dependent care
Life insurance and disability coverage
Health & Wellness
Comprehensive health coverage with a variety of plans to choose from
100% tuition coverage through our Starbucks College Achievement Plan (now available at arenaflex University)
Mental health support and counseling services
Wellness programs and fitness center discounts
Annual health screenings and preventive care benefits
Work-Life Balance
Flexible scheduling options
Generous paid time off including vacation, personal days, and holidays
Parental leave for new parents
Remote work flexibility – enjoy working from home up to two days per week
Employee assistance program for personal and professional challenges
Professional Development
Leadership development programs and career advancement opportunities
Continuous learning through online courses, workshops, and conferences
Mentorship programs pairing you with senior leaders
Cross-functional rotation opportunities to expand your experience
Tuition reimbursement for advanced degrees and certifications
Perks & Culture
Free coffee and beverage products from our signature menu
Employee discount program for arenaflex products and services
Access to exclusive events and partner gatherings
Collaborative, inclusive work environment
Community volunteer opportunities and charitable giving programs
Our Culture & Values
At arenaflex, our culture is built on a foundation of respect, inclusion, and service. We believe that diversity drives innovation, and we're committed to creating a workplace where every partner feels welcome, valued, and empowered to bring their authentic selves to work.
Our guiding principles shape everything we do:
Service to Others: We lead with empathy and prioritize the needs of our partners and customers in every decision we make.
Integrity: We do the right thing, even when no one is watching.
Innovation: We embrace change and continuously seek better ways to serve our community.
Inclusion: We celebrate diverse perspectives and create belonging for all.
Excellence: We hold ourselves to the highest standards in everything we do.
Career Growth Opportunities
We're invested in your success. As a Director at arenaflex, you'll have access to unparalleled growth opportunities. Our leadership pipeline ensures that high-performing executives are positioned for advancement into senior executive roles. You'll work alongside industry experts, tackle challenging strategic initiatives, and make a meaningful impact on millions of customers and partners worldwide.
This role offers exposure to global operations, cross-functional leadership, and the chance to shape the future of customer experience at one of the world's most beloved brands. Whether you aspire to move into VP-level positions or specialize in particular areas of customer operations, arenaflex provides the platform and support you need to achieve your career goals.
Work Environment
This is a remote-friendly position with flexibility to work from home up to two days per week. For candidates in the greater Seattle area, we offer a hybrid workplace that balances in-office collaboration with remote work autonomy. Our contact centers operate globally, so you'll engage with teams across multiple time zones and regions.
You'll join an energetic, fun, and highly collaborative team committed to driving the business forward while maintaining arenaflex's guiding principles. Our leadership team values transparency, open communication, and a shared commitment to excellence.
How to Apply
If you're ready to inspire with every interaction and make a lasting impact on the future of customer and partner experience, we encourage you to apply today. Visit our careers portal to submit your application and join the arenaflex family.
We can't wait to meet you!
Equal Opportunity Employer
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.
arenaflex is 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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex Corporation 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.
About arenaflex
At arenaflex, we believe in the power of connection. Since our founding, we've been committed to building more than just a business—we're creating a community where every interaction matters, every partner feels valued, and every customer experiences excellence. Our legacy is built on the belief that when we serve others with integrity, passion, and purpose, we create meaningful relationships that stand the test of time.
We're not just looking for employees; we're looking for leaders who share our vision of transforming customer and partner experiences through innovation, empathy, and operational excellence. If you're ready to join a team that celebrates coffee culture and the rich traditions of connection, while pioneering the future of global customer service, arenaflex is the place for you.
The Opportunity: Director of Partner & Customer Service
Are you a visionary leader passionate about shaping world-class customer and partner experiences? Do you thrive in fast-paced, dynamic environments where strategic thinking meets operational execution? If so, arenaflex invites you to apply for the role of Director, Partner & Customer Service.
This is a pivotal leadership position responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of our global contact centers and related functions. As a key member of our leadership team, you will oversee outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics to deliver exceptional experiences for both our partners and customers.
What You'll Do
As the Director of Partner & Customer Service at arenaflex, you will play a critical role in defining and executing our customer experience strategy across global contact centers. Your responsibilities will span multiple channels, including retail support, customer relations, human resources, facilities and equipment support, and technology assistance. You'll prepare our services and operations for sustainable growth and scaling while maintaining the highest standards of quality and service.
Key Responsibilities
Leadership & Team Development: Model leadership behaviors grounded in arenaflex's Mission and Values. Drive the engagement, development, and performance of all team members. Set ambitious goals and actively provide partners with coaching, feedback, and development opportunities to foster a culture of excellence.
Strategic Planning & Execution: Identify, understand, and align with customer and partner needs. Develop comprehensive strategy, plans, and budgets to deliver world-class operations and services. Establish, measure, and continuously improve key metrics including customer and partner experience, service levels, quality, and financial performance.
Operational Excellence: 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 experiences while seamlessly integrating business changes into all aspects of contact center operations.
Cross-Functional Collaboration: Work collaboratively with cross-functional teams to ensure alignment of contact center operations with broader organizational objectives. Build strong relationships with internal stakeholders, external vendors, and industry partners.
Transformation & Innovation: Drive transformation and continuous improvement initiatives using Lean, Six Sigma, or similar methodologies. Embrace change management and lead teams through organizational transitions with confidence and clarity.
Communication & Storytelling: Articulate complex ideas and concepts to diverse audiences. Adjust communication style to create relatable content that drives collaboration and aligns stakeholders around common goals.
What We're Looking For
We're seeking a leader who brings a unique blend of strategic vision, operational expertise, and passion for customer and partner success. The ideal candidate will have a proven track record of building, scaling, and leading large teams in dynamic, fast-paced environments.
Essential Qualifications
10+ years of experience leading contact centers and/or customer experience centers
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 fast-paced environments and all aspects of change management
Progressive experience in building, scaling, and leading large teams (including outsourced agents) and developing leaders and managers
Demonstrated experience leading transformation and continuous improvement initiatives
Strong storytelling and communication skills with the ability to adjust communication style for diverse audiences
Experience leveraging Lean, Six Sigma, or similar operational methodologies
Demonstrated track record of delivering measurable results and improvements
Preferred Qualifications
Master's degree in Business Administration, Operations Management, or related field
Experience in multi-disciplinary global contact center environments
Background in retail, hospitality, or consumer services industries
Certification in Lean, Six Sigma, or equivalent process improvement methodologies
Why Join arenaflex?
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 professional growth, financial security, and overall well-being.
Compensation & Financial Benefits
Competitive salary with annual performance-based bonuses
Equity reward programs similar to our industry-leading stock options
401(k) retirement savings plan with company matching
Flexible spending accounts for healthcare and dependent care
Life insurance and disability coverage
Health & Wellness
Comprehensive health coverage with a variety of plans to choose from
100% tuition coverage through our Starbucks College Achievement Plan (now available at arenaflex University)
Mental health support and counseling services
Wellness programs and fitness center discounts
Annual health screenings and preventive care benefits
Work-Life Balance
Flexible scheduling options
Generous paid time off including vacation, personal days, and holidays
Parental leave for new parents
Remote work flexibility – enjoy working from home up to two days per week
Employee assistance program for personal and professional challenges
Professional Development
Leadership development programs and career advancement opportunities
Continuous learning through online courses, workshops, and conferences
Mentorship programs pairing you with senior leaders
Cross-functional rotation opportunities to expand your experience
Tuition reimbursement for advanced degrees and certifications
Perks & Culture
Free coffee and beverage products from our signature menu
Employee discount program for arenaflex products and services
Access to exclusive events and partner gatherings
Collaborative, inclusive work environment
Community volunteer opportunities and charitable giving programs
Our Culture & Values
At arenaflex, our culture is built on a foundation of respect, inclusion, and service. We believe that diversity drives innovation, and we're committed to creating a workplace where every partner feels welcome, valued, and empowered to bring their authentic selves to work.
Our guiding principles shape everything we do:
Service to Others: We lead with empathy and prioritize the needs of our partners and customers in every decision we make.
Integrity: We do the right thing, even when no one is watching.
Innovation: We embrace change and continuously seek better ways to serve our community.
Inclusion: We celebrate diverse perspectives and create belonging for all.
Excellence: We hold ourselves to the highest standards in everything we do.
Career Growth Opportunities
We're invested in your success. As a Director at arenaflex, you'll have access to unparalleled growth opportunities. Our leadership pipeline ensures that high-performing executives are positioned for advancement into senior executive roles. You'll work alongside industry experts, tackle challenging strategic initiatives, and make a meaningful impact on millions of customers and partners worldwide.
This role offers exposure to global operations, cross-functional leadership, and the chance to shape the future of customer experience at one of the world's most beloved brands. Whether you aspire to move into VP-level positions or specialize in particular areas of customer operations, arenaflex provides the platform and support you need to achieve your career goals.
Work Environment
This is a remote-friendly position with flexibility to work from home up to two days per week. For candidates in the greater Seattle area, we offer a hybrid workplace that balances in-office collaboration with remote work autonomy. Our contact centers operate globally, so you'll engage with teams across multiple time zones and regions.
You'll join an energetic, fun, and highly collaborative team committed to driving the business forward while maintaining arenaflex's guiding principles. Our leadership team values transparency, open communication, and a shared commitment to excellence.
How to Apply
If you're ready to inspire with every interaction and make a lasting impact on the future of customer and partner experience, we encourage you to apply today. Visit our careers portal to submit your application and join the arenaflex family.
We can't wait to meet you!
Equal Opportunity Employer
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.
arenaflex is 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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex Corporation 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.