Director, Global Partner & Customer Experience Operations – Contact Center Strategy & Digital Transformation (Remote)
About arenaflex
At arenaflex, we believe that every interaction matters. Just as a great cup of coffee creates a moment of connection in someone's day, exceptional customer and partner experiences create lasting relationships that define brands. arenaflex has built its reputation on a foundation of innovation, human connection, and operational excellence, supporting global teams and customers across multiple channels and continents. Our culture is rooted in collaboration, continuous improvement, and a deep commitment to the people who make our work possible — our partners and our customers alike.
We are now seeking a visionary and dynamic leader to join our senior leadership team as the Director, Global Partner & Customer Experience Operations. This is a remote leadership opportunity for a strategic, results-driven professional who is passionate about transforming contact center operations, elevating customer experience standards, and inspiring high-performing teams. If you thrive in a fast-paced, purpose-driven environment and have a proven track record of leading large-scale global operations, this role offers an unparalleled platform to make a meaningful impact.
Position Overview
The Director, Global Partner & Customer Experience Operations will hold full accountability for the strategy, planning, execution, financial performance, and continuous improvement of arenaflex's world-class customer and partner experience delivery through our global, multi-disciplinary contact center operations. This leader will oversee a complex ecosystem of internal teams and outsourced partners, driving operational excellence while championing innovative methodologies, advanced technology, data-driven insights, and process improvements that consistently exceed the expectations of both customers and partners.
This role encompasses oversight of multi-channel contact center operations supporting a wide range of business categories, including retail, customer relations, human resources, facilities and equipment support, and technology assistance. The successful candidate will be instrumental in preparing these services and operations to scale sustainably in alignment with arenaflex's long-term strategic growth objectives.
Key Responsibilities
- Leadership and Team Development: Model the leadership behaviors that are deeply grounded in arenaflex's mission and values. Drive engagement, professional development, and peak performance across all team members. Set clear goals, actively provide coaching and constructive feedback, and create meaningful development opportunities that empower partners to grow their careers and reach their full potential.
- Strategic Planning and Operational Excellence: Identify, understand, and align with evolving customer and partner needs. Develop comprehensive strategies, detailed operational plans, and budgets that deliver world-class service. Establish, rigorously measure, and continuously improve key performance metrics spanning customer experience, partner experience, service levels, quality, and financial outcomes.
- Customer and Partner Pain Point Resolution: Lead proactive initiatives to identify and eliminate the root causes of customer and partner pain points. Scale operations through standardized, repeatable processes and industry-leading digital capabilities. Consistently deliver exceptional experiences while seamlessly integrating business changes and transformations into all aspects of contact center operations.
- Innovation and Continuous Improvement: Champion a culture of innovation by leveraging advanced analytics, automation, artificial intelligence, and emerging technologies to enhance service delivery. Apply Lean, Six Sigma, or similar methodologies to identify efficiency gains, reduce waste, and elevate quality across the entire operation.
- Outsourced Partnership Management: Provide strategic oversight of all outsourced contact center functions, ensuring vendor partners meet contractual obligations, performance standards, and arenaflex's elevated experience benchmarks. Build strong, collaborative relationships with external partners to drive mutual success.
- Cross-Functional Collaboration: Thrive as part of an energetic, collaborative, and fun leadership team. Drive the business forward by partnering closely with stakeholders across technology, human resources, finance, and operations to align contact center strategies with broader organizational goals.
- Financial Stewardship: Own the budget for global contact center operations, ensuring cost-effective service delivery while maintaining quality standards. Identify opportunities to optimize spending, drive efficiency, and demonstrate strong return on investment across all operational investments.
- Change Management Leadership: Lead and inspire teams through periods of transformation, growth, and organizational change. Serve as a stabilizing and motivating force during transitions, ensuring continuity of service and sustained team engagement.
Essential Qualifications
- A minimum of 10 years of progressive experience leading contact centers and/or customer experience operations, with demonstrated success in scaling and transforming global operations.
- At least 5 years of experience leading contact centers in an outsourced environment, with a deep understanding of vendor management, contract negotiation, and performance optimization.
- Progressive experience designing and implementing world-class partner and customer experiences through the thoughtful integration of people, process, and technology.
- Demonstrated experience developing and executing operations improvement strategies for global contact centers across multiple channels, including voice, chat, email, and digital platforms.
- Proven ability to thrive in a fast-paced, dynamic environment with a strong background in all aspects of change management.
- Progressive experience building, scaling, and leading large teams, including outsourced agents, with a passion for developing emerging leaders and managers.
- Significant experience leading large-scale transformation and continuous improvement initiatives that deliver measurable business outcomes.
- Exceptional storytelling and communication skills, with the ability to convey complex ideas and concepts in relatable, engaging ways for diverse audiences to gain alignment and collaboration.
- Hands-on experience leveraging Lean, Six Sigma, or similar process improvement methodologies to drive operational excellence.
- A demonstrated track record of delivering results and sustained improvements in customer experience, operational efficiency, and team performance.
Preferred Qualifications
- A Master's degree in Business Administration, Operations Management, or a related field is strongly preferred.
- Experience working in a mission-driven, values-based organization where culture and purpose are central to operational decision-making.
- Familiarity with cloud-based contact center platforms, workforce optimization tools, and advanced analytics solutions.
- Multilingual capabilities or experience leading globally distributed teams across multiple time zones and cultural contexts.
- Certifications such as Six Sigma Black Belt, Lean Master, or equivalent process excellence credentials.
Skills and Competencies for Success
- Strategic Vision: The ability to see the big picture while managing the details that drive execution excellence.
- Inspirational Leadership: A natural ability to motivate, develop, and retain top talent across diverse teams and geographies.
- Data-Driven Decision Making: Proficiency in using analytics, KPIs, and operational dashboards to inform strategy and measure success.
- Customer Obsession: A relentless focus on understanding and exceeding the needs of both customers and internal partners.
- Adaptability and Resilience: Comfort navigating ambiguity, complexity, and rapid change with poise and confidence.
- Collaboration and Influence: Strong interpersonal skills with the ability to build trust, foster partnerships, and influence stakeholders at all levels of the organization.
- Financial Acumen: A solid understanding of budgeting, forecasting, and financial performance management.
Career Growth and Learning Opportunities
At arenaflex, we believe in investing in our leaders as deeply as they invest in their teams. As the Director of Global Partner & Customer Experience Operations, you will have access to executive coaching, leadership development programs, and cross-functional stretch assignments that prepare you for senior vice president and C-suite roles within the organization. You will be part of a vibrant community of operations and customer experience leaders who regularly share best practices, attend industry conferences, and participate in innovation labs. arenaflex also provides comprehensive learning resources, including tuition reimbursement, professional certification support, and access to cutting-edge research and thought leadership in customer experience and operational excellence.
Work Environment and Company Culture
arenaflex is proud to foster a culture where every partner feels valued, supported, and inspired to do their best work. Our team is energetic, collaborative, and fun — we celebrate wins together, support one another through challenges, and never lose sight of the human connections that make our work meaningful. As a remote-first organization, we have mastered the art of staying connected across distances, with regular virtual team gatherings, annual in-person summits, and digital collaboration tools that make distributed teamwork feel seamless and engaging. We are committed to building a diverse, inclusive, and welcoming workplace where partners from all backgrounds, identities, and experiences can thrive.
Compensation, Perks, and Benefits
arenaflex is proud to offer a comprehensive compensation and benefits package designed to support the whole person — professionally, financially, and personally. Our benefits include competitive base pay with performance-based bonuses, comprehensive health coverage with multiple plan options, equity participation programs, generous paid time off, flexible scheduling arrangements, and professional development stipends. Eligible partners also enjoy retirement savings plans with company match, wellness programs, mental health resources, and exclusive partner discounts. We believe that when our partners thrive, our customers and our business thrive alongside them.
Our Commitment to Diversity and Inclusion
arenaflex is an equal opportunity employer committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this diversity enables us to better serve our customers and communities throughout the world. We strongly encourage applications from people of color, women, LGBTQIA+ individuals, veterans, persons with disabilities, and all qualified candidates who share our passion for connection, service, and excellence.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all applicable federal, state, and local ordinances. arenaflex is committed to offering reasonable accommodations to job applicants with disabilities — please contact our accommodations team if you need assistance during the application process.
How to Apply
If you are a transformative leader ready to shape the future of global customer and partner experience operations, we invite you to bring your passion, expertise, and vision to arenaflex. This is more than a job — it is an opportunity to lead with purpose, inspire extraordinary teams, and create experiences that genuinely make a difference in people's lives. Join us and help write the next chapter of our story.