Experienced Director of Customer Service – Global Operations and Team Leadership

At arenaflex, we're on a mission to revolutionize the way people experience entertainment and storytelling. As a key member of our global team, you'll play a vital role in shaping the future of customer service and driving exceptional results. We're seeking an exceptional leader to join our ranks as the Director of Customer Service, responsible for overseeing our customer care operations and teams across Mexico, Peru, and Brazil.

About arenaflex

arenaflex is a global entertainment company that produces and distributes original content to millions of subscribers worldwide. Our commitment to innovation, creativity, and customer satisfaction has made us a leader in the industry. We're passionate about creating a workplace culture that values diversity, inclusion, and employee growth.

Job Summary

As the Director of Customer Service, you'll be responsible for leading our customer care teams across Mexico, Peru, and Brazil, driving exceptional results, and shaping the future of our customer service strategy. You'll work closely with our global customer service leadership team to identify opportunities for improvement and implement best practices across the organization.

Key Responsibilities

• Direct current operations in Mexico, Peru, and Brazil, driving ideal execution and efficiency

• Build a culture that upholds our core mission to make the Netflix experience stunningly better
• Develop and maintain a high-performing team culture where employees are highly engaged and motivated
• Collaborate closely with site authorities and global customer service management to deliver unparalleled service and support to Netflix customers while achieving year-over-year cost efficiency
• Lead and drive support projects and new initiatives that enable us to gain insights and identify best practices to share across the global CS organization
• Create, develop, and implement new strategies and work processes to manage operational scale efficiently
• Support your team as a resource for growth and eliminate barriers
• Build strong bridges and tight partnerships with cross-functional partners

Essential Qualifications

• 10+ years of experience leading and managing large-scale operations at a multi-country level (1000+ employees)

• Proven experience creating and driving high-performing teams in a culture of excellence
• History of building strong relationships within CS and cross-functional teams
• Understanding of electronic content and streaming technologies
• Experience managing cross-functional teams (i.e., WFM, Learning and Development, Insights, etc.)
• Strong analytical skills with the ability to interpret and summarize complex performance and customer data patterns to drive meaningful plans that are effective to the business
• Experience presenting reports, trends, and recommendations to the team and senior leadership
• Demonstrated ability to track, measure, and advance multi-cultural and multi-trained tasks teams
• Excellent communication skills with the ability to articulate conclusions and provide feedback
• Strong communication skills in various formats (one-on-one to large all-hands) and configurations (written, casual, or formal presentations, group meetings, etc.)
• You thrive in a fast-paced environment, have a high level of academic curiosity, and possess an objective-driven entrepreneurial mindset
• Ability to collaborate, influence, and partner effectively with senior internal stakeholders
• Demonstrated ability to lead through change, ambiguity, and growth
• Exhibited history of promoting, testing assumptions, and implementing better methodologies

Preferred Qualifications

• Experience working in a customer-centric industry

• Familiarity with customer relationship management (CRM) software
• Experience with data analysis and reporting tools
• Strong problem-solving skills with the ability to think critically and creatively
• Experience leading cross-functional projects and initiatives
• Strong business acumen with the ability to drive business results

What We Offer

• Competitive salary and benefits package

• Opportunity to work with a global leader in the entertainment industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Flexible work arrangements and remote work options
• Access to exclusive arenaflex events and experiences

How to Apply

If you're a motivated and experienced leader looking to join a dynamic team, please submit your application through our website. We can't wait to hear from you! Apply To this Job Apply for this job Apply for this job