Director, Partner & Customer Service – Remote Global Contact Center Leader at arenaflex

About arenaflex – A Culture of Connection and Innovation

arenaflex is a world‑renowned brand that began with a simple mission: to create meaningful connections through every cup of coffee. Over the decades, the company has evolved into a global leader not only in specialty beverages but also in delivering exceptional customer and partner experiences. At arenaflex, we believe that great service starts with inspired people, and we invest heavily in developing leaders who embody our core values of respect, inclusion, and continuous improvement.

Our contact centers span the globe, supporting retail operations, human resources, facilities, technology, and more. By leveraging cutting‑edge technology, data‑driven insights, and a culture of collaboration, arenaflex consistently sets the benchmark for service excellence. As we continue to expand, we are looking for a visionary leader to shape the future of our Partner & Customer Service organization.

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

The Director, Partner & Customer Service will own the end‑to‑end strategy, planning, operations, and continuous improvement of arenaflex’s multi‑disciplinary global contact centers. This senior leadership role is responsible for delivering world‑class experiences to both our customers and internal partners, overseeing outsourced functions, and driving operational excellence through innovative methodologies, technology, and analytics.

Key Responsibilities

• Strategic Leadership: Define and execute a multi‑year vision for global contact center operations that aligns with arenaflex’s mission and growth objectives.
• Team Development: Model leadership behaviors rooted in arenaflex’s values, mentor and coach managers, and foster a high‑performance culture across both in‑house and outsourced teams.
• Operational Excellence: Establish, track, and continuously improve core metrics such as service level agreements (SLAs), first‑contact resolution, quality scores, and financial performance.
• Customer & Partner Insight: Deeply understand evolving customer and partner needs, translating insights into actionable strategies, budgets, and service enhancements.
• Process Innovation: Lead initiatives to eliminate root causes of pain points, standardize processes, and embed industry‑leading digital capabilities across all channels.
• Outsourced Management: Oversee outsourced contact center partners, ensuring alignment with arenaflex standards, performance targets, and compliance requirements.
• Change Management: Drive large‑scale transformation projects, guiding teams through change while maintaining service continuity and employee engagement.
• Storytelling & Communication: Craft compelling narratives that simplify complex concepts for diverse audiences, securing buy‑in and collaboration across the organization.
• Continuous Improvement: Apply Lean, Six Sigma, or comparable methodologies to identify efficiencies, reduce waste, and accelerate performance gains.
• Collaboration: Partner with technology, product, HR, and finance teams to integrate new tools, platforms, and processes that enhance the overall experience ecosystem.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact center or customer experience environments.
• At least 5 years of experience managing outsourced contact center operations, preferably within a global context.
• Proven track record designing and implementing world‑class partner and customer experiences through people, process, and technology.
• Demonstrated expertise in developing and executing operational improvement strategies for large‑scale contact centers.
• Strong background in change management, with the ability to thrive in fast‑paced, dynamic environments.
• Experience building, scaling, and leading sizable teams (including remote and outsourced agents) and developing future leaders.
• Hands‑on experience leading transformation and continuous improvement initiatives, with measurable results.
• Exceptional storytelling and communication skills, capable of tailoring messages for varied stakeholder groups.
• Proficiency with Lean, Six Sigma, or similar process‑optimization frameworks.
• Master’s degree in Business Administration, Operations Management, or a related field is preferred.

Preferred Qualifications & Skills

• Advanced certifications such as Lean Six Sigma Black Belt, PMP, or ITIL.
• Experience with AI‑driven contact center platforms, omnichannel routing, and advanced analytics tools.
• Background in retail or hospitality service environments, providing insight into the unique challenges of those sectors.
• Fluency in multiple languages to support arenaflex’s diverse global customer base.
• Demonstrated ability to influence senior leadership and drive cross‑functional initiatives.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture while executing detailed operational plans.
• People‑First Leadership: Commitment to coaching, developing, and empowering team members.
• Data‑Driven Decision Making: Comfort interpreting complex data sets to inform strategy.
• Innovation Mindset: Passion for leveraging emerging technologies to enhance service delivery.
• Resilience & Adaptability: Capacity to navigate ambiguity and maintain momentum during change.
• Collaboration: Strong partnership skills across functions, geographies, and external vendors.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As Director of Partner & Customer Service, you will have access to:

• Executive mentorship programs that connect you with senior arenaflex leaders.
• Leadership development courses, including advanced Lean Six Sigma training and digital transformation workshops.
• Opportunities to lead high‑visibility, enterprise‑wide initiatives that shape the future of arenaflex’s global service model.
• Cross‑functional rotations that broaden your expertise across technology, product, and operations.
• Support for industry certifications and continued education through a tuition reimbursement program.

Work Environment & Culture at arenaflex

Our culture is built on the belief that great ideas come from diverse perspectives. arenaflex fosters an inclusive environment where every partner feels valued, heard, and empowered to contribute. Highlights of our workplace include:

• Hybrid Flexibility: Remote work is fully supported, with the option to work from home up to two days per week for those based in the greater Seattle area.
• Collaborative Energy: Teams operate in an energetic, fun atmosphere that encourages creativity and shared success.
• Diversity & Inclusion: arenaflex is committed to building a workforce that reflects the communities we serve, actively recruiting people of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities.
• Well‑Being Programs: Comprehensive health plans, mental‑health resources, and wellness initiatives are available to all partners.
• Community Impact: Employees are encouraged to participate in volunteer projects and sustainability efforts that align with arenaflex’s social responsibility goals.

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:

• Competitive 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 arenaflex’s education assistance program.
• Equity participation through arenaflex’s stock reward program, allowing partners to share in the company’s success.
• Retirement savings plans with company matching contributions.
• Employee discounts on arenaflex products and services worldwide.
• Access to wellness resources, including mental‑health counseling and fitness subsidies.

Why Join arenaflex?

At arenaflex, you will be part of a purpose‑driven organization that values innovation, community, and personal growth. As the Director of Partner & Customer Service, you will shape the experience of millions of customers and partners worldwide, driving operational excellence while championing a culture of empathy and inclusion. If you thrive in a dynamic, globally‑connected environment and are passionate about leading high‑performing teams to deliver extraordinary service, we want to hear from you.

Application Process

Ready to make an impact? Click the link below to submit your application and start your journey with arenaflex.

Apply Job!

Commitment to Equal Opportunity

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

Accommodations

If you require an accommodation during the application or interview process, please contact us at 206‑318‑0660 or email [email protected]. We will work with you to ensure a fair and accessible experience.