Director, Global Partner & Customer Experience Operations – Remote Contact Center Leadership

Now Brewing – A Visionary Leader for arenaflex

At arenaflex, excellence is more than a goal — it is a daily practice. We are a forward-thinking, globally connected organization that believes meaningful relationships sit at the heart of every great business. From the very beginning, arenaflex set out to redefine what partnership truly means, building a culture where service, connection, and innovation intersect to create extraordinary experiences for both customers and the people who serve them. We are known for nurturing exceptional leaders who carry that purpose forward, and today we are searching for our next great one.

arenaflex is currently seeking a Director, Partner & Customer Service to lead the strategy, planning, operations, delivery, programs, financial stewardship, and continuous improvement of world-class partner and customer experiences across our multi-disciplinary global contact center ecosystem. This is a rare opportunity to shape the future of customer service at scale, overseeing both internal teams and outsourced operations while leveraging innovative work methodologies, process improvements, emerging technologies, and deep analytics to deliver operational excellence that exceeds expectations.

If you are energized by the challenge of leading transformation in a complex, global environment, and you are inspired by the idea of building experiences that genuinely make a difference in people's lives, we invite you to bring your talents to arenaflex.

About the Role

As the Director of Partner & Customer Service at arenaflex, you will own the full operational and strategic lifecycle of our global contact center organization. This includes oversight of outsourced contact center functions and the integration of digital capabilities, data-driven insights, and standardized processes that enable us to scale without sacrificing the human warmth that defines our brand. Your portfolio will span multiple service channels supporting a wide range of categories including retail, customer relations, human resources, facilities and equipment, and technology support — all while preparing services and operations to grow and scale alongside the evolving needs of our business.

Key Responsibilities

• Lead with Purpose and Integrity: Model leadership behaviors that are firmly grounded in arenaflex's Mission and Values. Drive engagement, development, and performance across all team members. Set ambitious goals and actively provide partners with coaching, constructive feedback, and meaningful development opportunities that accelerate career growth.
• Shape and Execute Strategic Vision: Identify, understand, and align with customer and partner needs to develop comprehensive strategy, operational plans, and budgets. Deliver world-class operations and services that exceed expectations while establishing, measuring, and continuously improving key metrics across customer experience, partner experience, service levels, quality, and financial performance.
• Champion Continuous Improvement: 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 and seamlessly integrate business changes into all aspects of contact center operations.
• Build and Scale High-Performing Teams: Inspire, develop, and lead large, distributed teams — including outsourced agents and onshore/offshore leaders. Create a culture of accountability, empowerment, and continuous learning where every team member can thrive.
• Drive Transformation: Lead large-scale transformation and continuous improvement initiatives, applying Lean, Six Sigma, or similar methodologies to deliver measurable improvements in efficiency, quality, and customer satisfaction.
• Communicate with Impact: Translate complex ideas and concepts into relatable, compelling narratives for diverse audiences. Adjust your communication style as needed to build alignment, gain collaboration, and influence stakeholders at all levels of the organization.
• Manage Outsourced Operations: Provide strategic oversight of outsourced contact center functions, ensuring partners deliver against service-level agreements, quality standards, and brand expectations.
• Leverage Data and Technology: Harness analytics, insights, and emerging technologies to inform decisions, anticipate trends, and proactively enhance the partner and customer experience.

What You Bring to arenaflex

Essential Experience and Qualifications

• Deep Contact Center Leadership: A minimum of 10 years of progressive experience leading contact centers and/or customer experience centers, with a demonstrated track record of delivering results and meaningful improvements.
• Outsourced Environment Expertise: At least 5 years of experience leading contact centers in an outsourced environment, with strong vendor management capabilities.
• Strategic Design and Implementation: Progressive experience in designing and implementing world-class partner and customer experiences through the thoughtful integration of people, process, and technology.
• Global Operations Acumen: Proven experience developing and implementing operations improvement strategies for global contact centers, with the ability to navigate complexity across geographies, cultures, and time zones.
• Change Management Mastery: Comfortable operating in a fast-paced, evolving environment and experienced in leading all aspects of change management — from initial concept through full adoption.
• Team Building and Leadership Development: Progressive experience in building, scaling, and leading large teams (including outsourced agents), with a passion for developing leaders and managers who can multiply your impact across the organization.
• Transformation Leadership: Demonstrated success leading transformation and continuous improvement initiatives that delivered measurable, sustainable outcomes.
• Storytelling and Communication: Progressive experience communicating complex ideas and concepts, with the ability to adjust your style to create relatable content for diverse audiences and gain collaboration across functions.
• Methodology Expertise: Hands-on experience leveraging Lean, Six Sigma, or similar methodologies to drive operational excellence.
• Results Orientation: A demonstrated track record of delivering results, improving performance, and exceeding targets.
• Educational Background: A Master's degree is preferred.

Skills and Competencies for Success

• Visionary Thinking: The ability to see the big picture, anticipate future trends, and translate strategic vision into actionable plans.
• Inspirational Leadership: A natural ability to inspire, motivate, and empower teams to achieve extraordinary outcomes.
• Operational Excellence: Deep expertise in contact center operations, performance management, and continuous improvement methodologies.
• Analytical Acumen: Strong data-driven decision-making skills, with the ability to translate insights into action.
• Customer Obsession: A genuine passion for understanding and exceeding customer and partner expectations.
• Collaboration and Influence: Exceptional ability to build relationships, influence without authority, and collaborate effectively across functions and geographies.
• Adaptability and Resilience: Comfort with ambiguity, change, and the pace of a dynamic, global organization.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we believe that great leaders never stop learning — and we invest deeply in the growth of our people. As Director, Partner & Customer Service, you will have access to a robust suite of development opportunities designed to expand your skills, broaden your perspective, and accelerate your career trajectory. From executive coaching and leadership development programs to conference attendance, certification support, and cross-functional project opportunities, we are committed to helping you become the very best version of your professional self. Many of our senior leaders have grown from within arenaflex, and we are proud to cultivate an environment where ambition meets opportunity.

Work Environment and Company Culture

arenaflex is a place where people come to do their best work and grow their careers. Our culture is grounded in mutual respect, collaboration, and a shared commitment to our Mission and Values. We celebrate diversity in all its forms and believe that inclusive teams build better solutions. Whether you are collaborating in person or connecting from a remote location, you will find a supportive, energetic, and fun team environment that values your contributions and encourages you to bring your authentic self to work every day. We work hard, we support one another, and we take pride in building experiences that matter.

Compensation, Perks, and Benefits

arenaflex is proud to offer a comprehensive compensation and benefits package designed to support the whole person. Our benefits typically include competitive base pay with performance-based bonus opportunities, comprehensive health coverage with multiple plan options, generous paid time off, flexible scheduling arrangements, equity or stock-based programs, and professional development support. We also offer unique perks that reflect our culture of care, connection, and continuous learning. Specific offerings vary by location and role, but our commitment to providing meaningful, valuable benefits remains constant. We invite you to discuss the full details of our package during the interview process.

How We Work

arenaflex embraces a flexible, hybrid work model for team members located in or near our primary hubs, and we welcome remote candidates from across the country for many of our roles. Partners in the greater Seattle area, for example, may work remotely up to two days per week. Our approach to flexibility is rooted in trust, accountability, and a focus on outcomes — we care about the results you deliver, not where or when you deliver them. We provide the tools, resources, and support you need to thrive, wherever work happens best for you.

Our Commitment to Diversity, Equity, and Inclusion

arenaflex is committed to building a diverse, equitable, and inclusive workplace that reflects the communities we serve. We believe that when people from a wide range of backgrounds, experiences, and perspectives come together, we are better able to fulfill our mission and live our values. We welcome applications from people of color, women, members of the LGBTQIA+ community, veterans, and individuals with disabilities. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex is also committed to providing reasonable accommodations to job applicants with disabilities — please reach out to our accommodations team if you need support during the application process.

Join arenaflex and Shape the Future of Customer Experience

If you are a seasoned contact center leader with a passion for operational excellence, a heart for service, and the vision to drive transformation at scale, we would love to hear from you. This is your opportunity to join a company that genuinely values its people, invests in its leaders, and is committed to building experiences that make a difference. Bring your expertise, your energy, and your ideas to arenaflex, and help us write the next chapter of our story. Apply today and let’s build something extraordinary together.