Director, Global Partner & Customer Service Operations – Remote Leadership of Multi‑Channel Contact Centers

About arenaflex – Shaping the Future of Connection

arenaflex is a world‑renowned brand that began with a simple mission: to create meaningful connections through everyday experiences. From our humble beginnings to our status as a global leader, we have always championed a culture of inclusion, innovation, and service excellence. Our partners (employees) are the heart of our business, and we empower them to inspire customers, communities, and each other every day.

Today, arenaflex is looking for a visionary leader to steer the strategic direction of our Partner & Customer Service organization. This is a unique opportunity to shape the future of a multi‑disciplinary, global contact‑center ecosystem that supports retail, human resources, facilities, technology, and more. If you thrive in fast‑paced environments, love solving complex problems, and are passionate about building world‑class experiences, we want to hear from you.

Role Overview – Director, Partner & Customer Service (Remote)

As the Director of Partner & Customer Service, you will own the end‑to‑end strategy, planning, operations, and continuous improvement of arenaflex’s global contact‑center network. You will lead both in‑house and outsourced teams, leveraging cutting‑edge technology, data‑driven insights, and innovative work methodologies to deliver exceptional partner and customer experiences while driving operational excellence.

Key Responsibilities

• Strategic Leadership: Define and execute a multi‑year vision for global contact‑center operations that aligns with arenaflex’s mission and values.
• Team Development: Model leadership behaviors grounded in arenaflex’s core principles, coach and mentor managers, and create development pathways for all team members.
• Performance Management: Set ambitious goals, track key performance indicators (KPIs) such as service levels, quality scores, and financial metrics, and implement continuous‑improvement cycles.
• Customer & Partner Insight: Deeply understand evolving customer needs, translate insights into actionable strategies, and ensure every interaction reflects arenaflex’s brand promise.
• Process Optimization: Lead initiatives to eliminate root causes of pain points, standardize processes across regions, and embed industry‑leading digital capabilities.
• Outsourced Operations Oversight: Manage relationships with external contact‑center partners, ensuring seamless integration, consistent quality, and cost‑effective delivery.
• Change Management: Drive transformational projects, communicate complex ideas clearly, and guide the organization through periods of rapid change.
• Technology Enablement: Partner with IT and product teams to adopt AI, automation, and analytics tools that enhance both partner and customer experiences.
• Financial Stewardship: Develop budgets, forecast financial performance, and identify opportunities for cost savings without compromising service excellence.
• Culture Champion: Foster an inclusive, energetic, and collaborative environment that celebrates diversity and encourages innovative thinking.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact‑center or customer‑experience environments.
• At least 5 years leading contact‑center operations within an outsourced or blended delivery model.
• Proven track record of designing and implementing world‑class partner and customer experiences through people, process, and technology.
• Demonstrated expertise in developing and executing operational improvement strategies for global, multi‑channel contact centers.
• Strong change‑management acumen with the ability to thrive in fast‑paced, high‑growth settings.
• Experience building, scaling, and leading large, diverse teams—including remote and outsourced agents—and developing future leaders.
• Hands‑on experience with Lean, Six Sigma, or comparable continuous‑improvement methodologies.
• Exceptional storytelling and communication skills, capable of translating complex concepts into relatable narratives for varied audiences.
• Results‑oriented mindset with a documented history of measurable improvements in service quality, efficiency, and financial performance.

Preferred Qualifications

• Master’s degree in Business Administration, Organizational Development, or a related discipline.
• Certifications such as Lean Six Sigma Black Belt, PMP, or similar.
• Experience with advanced analytics platforms, AI‑driven chatbots, and omnichannel routing technologies.
• Background in retail or consumer‑focused industries, providing insight into high‑volume, high‑expectation customer interactions.
• Fluency in multiple languages or experience managing international contact‑center teams.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while executing detailed operational plans.
• Leadership Presence: Inspire confidence, foster collaboration, and drive performance across geographically dispersed teams.
• Analytical Insight: Leverage data to identify trends, diagnose issues, and inform decision‑making.
• Customer‑Centric Mindset: Prioritize the needs of both external customers and internal partners in every initiative.
• Technology Savvy: Comfortable with emerging contact‑center technologies, automation, and digital transformation tools.
• Financial Acumen: Manage budgets, forecast outcomes, and balance cost efficiency with service excellence.
• Communication Excellence: Tailor messaging for diverse audiences, from frontline agents to executive leadership.
• Adaptability: Navigate ambiguity, pivot quickly, and maintain composure under pressure.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. In this role, you will have access to:

• Executive mentorship programs that pair you with senior arenaflex leaders.
• Leadership development curricula focused on digital transformation, global operations, and inclusive management.
• Opportunities to lead high‑visibility, cross‑functional projects that shape the future of arenaflex’s customer experience.
• Support for advanced certifications (e.g., Six Sigma, PMP) and continuous education.
• A clear pathway to senior executive roles within the global operations hierarchy.

Work Environment & Culture at arenaflex

Our culture is built on the belief that great ideas come from diverse perspectives. At arenaflex you will experience:

• A collaborative, fun‑filled atmosphere where creativity is encouraged.
• Flexible work arrangements, including remote work up to two days per week for those based in the greater Seattle area, and fully remote options for qualified candidates worldwide.
• Employee resource groups that celebrate and support people of color, women, LGBTQIA+, veterans, and individuals with disabilities.
• Regular town‑hall meetings, open‑door leadership, and transparent communication channels.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures will be discussed during the interview process, candidates can expect:

• Market‑aligned base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Generous paid time off, flexible scheduling, and holiday pay.
• Full tuition reimbursement through the arenaflex Education Assistance Program.
• Retirement savings plans with company matching contributions.
• Equity participation through the arenaflex Stock Ownership Program.
• Wellness resources, including mental‑health support, fitness subsidies, and employee assistance programs.
• Employee discounts on arenaflex products and services worldwide.

Application Process & Next Steps

If you are ready to lead a dynamic, global contact‑center organization and make a lasting impact on both partners and customers, we invite you to apply today. Please submit your resume and a cover letter outlining your relevant experience and vision for the role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. arenaflex is committed to fostering an inclusive workplace where every voice is heard and valued.

Applicants requiring accommodations during the hiring process should contact our accessibility team at [email protected] or call 206‑318‑0660.

Join arenaflex – Inspire Every Interaction

At arenaflex, your leadership will shape the experiences of millions of customers and partners around the globe. Bring your passion, expertise, and innovative spirit to a company that celebrates connection, diversity, and continuous growth. Apply now and become a catalyst for exceptional service excellence.