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

About arenaflex – A Visionary Leader in the Coffee‑Inspired Experience Economy

arenaflex is more than a global brand; it is a cultural movement that blends the art of coffee with the science of human connection. From humble beginnings to a worldwide presence, arenaflex has built a reputation for delivering unforgettable experiences that go beyond a beverage. Our mission is to inspire and nurture the human spirit—one person, one cup, and one interaction at a time. As we continue to expand our footprint, we are looking for visionary leaders who can shape the future of partner and customer service across a network of sophisticated, technology‑driven contact centers.

Why This Role Matters

The Director of Partner & Customer Service is a cornerstone position that drives the strategic, operational, and financial excellence of arenaflex’s global contact center ecosystem. This role oversees both in‑house and outsourced functions, harnesses cutting‑edge analytics, and champions continuous improvement to ensure every partner (employee) and customer interaction reflects arenaflex’s core values of connection, quality, and innovation.

Key Responsibilities

• Strategic Leadership: Define and execute a multi‑year roadmap for global partner and customer service, aligning with arenaflex’s mission and growth objectives.
• Operational Excellence: Direct day‑to‑day operations of multi‑channel contact centers—including voice, chat, email, social, and emerging platforms—ensuring service level agreements (SLAs) are consistently met or exceeded.
• Financial Stewardship: Own budgeting, forecasting, and cost‑control for all contact center activities, delivering measurable improvements in profitability and cost‑to‑serve.
• Outsourced Partnerships: Manage relationships with third‑party service providers, negotiating contracts, monitoring performance, and integrating outsourced agents seamlessly into the arenaflex culture.
• Continuous Improvement: Lead Lean, Six Sigma, and other process‑optimization initiatives to eliminate root‑cause pain points, streamline workflows, and elevate both partner and customer satisfaction scores.
• Technology Enablement: Champion the adoption of AI‑driven routing, workforce management tools, and advanced analytics platforms to drive efficiency and predictive insights.
• Talent Development: Model arenaflex’s leadership behaviors, coach managers, and create development pathways that empower partners to thrive and advance.
• Metrics & Reporting: Establish a robust KPI framework covering experience, quality, productivity, and financial health; present actionable insights to senior leadership.
• Change Management: Orchestrate large‑scale transformation projects, ensuring smooth adoption of new processes, technologies, and cultural initiatives across global teams.
• Collaboration: Partner with Marketing, HR, IT, Retail Operations, and other functions to deliver a unified, omnichannel experience for customers and partners alike.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact center or customer experience environments.
• At least 5 years managing outsourced contact center operations, with a proven track record of driving performance through vendor partnerships.
• Demonstrated expertise in designing and implementing world‑class partner and customer experiences using people, process, and technology.
• Strong background in operational improvement strategies for global, multi‑site contact centers.
• Hands‑on experience applying Lean, Six Sigma, or comparable continuous‑improvement methodologies.
• Proven ability to lead large, diverse teams—including remote and outsourced agents—and develop high‑performing managers.
• Exceptional storytelling and communication skills, capable of translating complex concepts into relatable narratives for varied audiences.
• Comfortable thriving in fast‑paced, change‑driven environments with a focus on agility and resilience.
• Master’s degree in Business Administration, Organizational Development, or a related field is preferred.

Preferred Qualifications & Additional Skills

• Experience with AI‑enabled contact center platforms (e.g., chatbots, predictive routing, sentiment analysis).
• Background in retail or consumer‑goods industries, especially those with high‑volume customer interactions.
• Familiarity with global compliance standards (GDPR, CCPA, PCI‑DSS) and data‑privacy regulations.
• Track record of delivering measurable improvements in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR).
• Ability to influence senior stakeholders and drive cross‑functional initiatives without direct authority.

What You’ll Gain – Career Growth & Learning Opportunities

At arenaflex, leadership is a journey, not a destination. You will:

• Lead a global organization of thousands of partners, shaping the future of contact center excellence.
• Work directly with C‑suite executives, gaining visibility and strategic influence across the enterprise.
• Access a robust learning ecosystem, including executive coaching, leadership academies, and certifications in emerging technologies.
• Participate in high‑impact transformation projects that accelerate your career trajectory toward VP‑level roles.
• Benefit from mentorship programs that pair you with seasoned arenaflex leaders who champion your professional growth.

Culture & Work Environment at arenaflex

arenaflex thrives on a culture of inclusion, curiosity, and purposeful collaboration. Our remote‑first philosophy empowers partners to work from anywhere while staying connected through virtual coffee chats, digital town halls, and interactive learning sessions. We celebrate diversity, encourage bold ideas, and recognize achievements through a transparent rewards system.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support the whole person:

• Base Salary & Performance Bonuses: Market‑aligned compensation with annual incentive opportunities tied to measurable outcomes.
• Comprehensive Health Coverage: Medical, dental, vision, and mental‑health benefits with multiple plan options.
• arenaflex College Achievement Plan: 100% tuition reimbursement for eligible partners pursuing higher education.
• Equity Reward Program: Stock‑based incentives that align your success with arenaflex’s growth.
• Flexible Work Arrangements: Remote work flexibility, hybrid office options, and generous paid time off.
• Wellness & Lifestyle Benefits: Employee assistance programs, wellness stipends, and access to on‑site or virtual fitness classes.
• Community Impact: Paid volunteer days and matching gift programs that enable you to give back to the communities you serve.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate the richness of diverse perspectives and are dedicated to building a workforce that reflects the communities we serve. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

How to Apply

If you are ready to lead a dynamic, global team and drive transformative customer experiences, we want to hear from you. Click the link below to submit your application and begin your next great adventure with arenaflex.

Apply Now

Join arenaflex – Inspire Every Interaction

At arenaflex, every conversation is an opportunity to create a lasting impression. As the Director of Partner & Customer Service, you will shape the future of how millions of partners and customers connect with our brand. Bring your passion, expertise, and vision to a place where your impact is measured in smiles, loyalty, and shared success. Apply today and become a catalyst for connection.