**Experienced Senior Director of Customer Care & Service Recovery – Driving Revenue Growth, Cost Optimization, and Customer Loyalty at arenaflex**

At arenaflex, we're on a mission to revolutionize the customer experience and drive business growth through innovative service recovery models. As a strategic and operational powerhouse, you'll lead our North American contact center operations and transform our service recovery model to deliver exceptional results. If you're a seasoned leader with a passion for customer-centricity, operational excellence, and revenue growth, we invite you to join our team as the Senior Director of Customer Care & Service Recovery. **About arenaflex** arenaflex is a leading provider of car rental and mobility solutions, operating the arenaflex, Dollar Car Rental, and Thrifty Car Rental brands across North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia, and New Zealand. With over 9,700 corporate and franchisee locations worldwide, we're one of the largest airport general use vehicle rental companies globally. Our commitment to diversity, equity, and inclusion drives our success, and we're dedicated to creating a culture where everyone feels valued, respected, and empowered to grow. **A Day in the Life** As the Senior Director of Customer Care & Service Recovery, you'll own a high-impact function that sits at the center of revenue generation, cost optimization, and customer loyalty across our franchise and corporate rental operations. You'll lead a team of talented professionals, driving performance across key metrics, managing vendor relationships, and overseeing revenue-generating service channels. Your expertise will be instrumental in redefining our customer experience strategy post-transaction, one of the most critical inflection points for customer trust. **Key Responsibilities** 1. **Contact Center Leadership – Operations, Revenue, and Experience** * Own and lead omni-channel support operations (phone, live chat, email, and agency correspondence) serving millions of customers across North America. * Drive performance across key metrics (SLAs, CSAT, cost-per-contact, etc.). * Manage vendor relationships, workforce planning, and technology strategy. * Oversee revenue-generating service channels (sales, insurance replacement, rental extension, value-added-services). * Coordinate with third parties (e.g., body shops, insurance partners) to optimize the customer journey and vehicle utilization. * Track and report on financial performance – both cost and revenue impact. 2. **Service Recovery Transformation – Turning Problem Recovery into Loyalty** * Lead our end-to-end service recovery approach with the goal of building a competitive advantage through loyalty and retention. * Design and scale recovery workflows that drive repeat rentals and Net Promoter Score. * Build a data-driven feedback loop to prioritize fixes that matter most to customers. * Partner cross-functionally to close service gaps and empower agents to resolve issues with empathy and speed. * Develop talent, tools, and incentives to make service recovery a performance driver, not just a cost center. **What We're Looking For** We're seeking a versatile and operationally minded leader with a strong track record of delivering results in customer-facing environments. Whether your background is in contact center operations, loyalty strategy, customer segmentation, or CX design, you know how to lead complex teams, drive execution at scale, and connect service to business impact. The ideal candidate will bring: * Experience leading or influencing high-volume customer support, loyalty programs, or other customer operations. * A strong foundation in operational leadership – you know how to set goals, drive accountability, and manage performance across teams and vendors. * A strategic understanding of customer segments and how to tailor service models to drive repeat behavior and lifetime value. * The ability to balance efficiency metrics (SLA, cost, utilization) with outcome metrics (NPS, retention, revenue impact). * Cross-functional instincts, with comfort working across Sales, Operations, Product, and Finance. * A data-driven approach – you translate insights into clear decisions, scalable processes, and measurable improvements. * Proven success managing both cost efficiency and revenue-generating service streams. * Experience owning or co-owning service recovery or CX functions with measurable impact on retention. * Analytical mindset with ability to balance operational KPIs and customer sentiment metrics (NPS, CSAT). * Exceptional cross-functional leadership – you're as comfortable in the weeds with your team as you are in the boardroom. * Experience managing remote or distributed teams across time zones, including partners (BPO) in nearshore/offshore. * Strong familiarity with utilizing contact center platforms, CRM systems, and automation tools. **What You'll Get** * We expect the starting base compensation to be around $175,000 with annual bonus and profit-sharing eligibility. The actual salary will be determined based on years of relevant work experience. * Service Vehicle provided for 24/7 professional and personal use. * Up to 40% off any standard arenaflex Rental. * Paid Time Off. * Medical, Dental & Vision plan options. * Retirement programs, including 401(k) employer matching. * Paid Parental Leave & Adoption Assistance. * Employee Assistance Program for employees & family. * Educational Reimbursement & Discounts. * Voluntary Insurance Programs – Pet, Legal/Identity Theft, Critical Illness. * Perks & Discounts – Theme Park Tickets, Gym Discounts & more. **Join Our Team** If you're a seasoned leader with a passion for customer-centricity, operational excellence, and revenue growth, we invite you to join our team as the Senior Director of Customer Care & Service Recovery. Apply now and become a part of our dynamic team that's shaping the future of customer experience at arenaflex. Apply for this job