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

About arenaflex

arenaflex is a world‑renowned brand that began with a simple mission: to create meaningful connections through every interaction. From the first cup of coffee to the latest digital experience, arenaflex has built a culture that celebrates community, innovation, and the relentless pursuit of excellence. Our partners (employees) are empowered to lead, learn, and grow while delivering unforgettable service to customers around the globe. As a leader in the hospitality and retail space, arenaflex continuously invests in cutting‑edge technology, data‑driven insights, and people‑first strategies to stay ahead of evolving market demands.

Why This Role Matters

The Director of Global Partner & Customer Service Operations is a pivotal leadership position that shapes the strategic direction, operational efficiency, and overall experience of arenaflex’s worldwide contact centers. This role oversees a complex ecosystem of multi‑channel support functions—including retail, human resources, facilities, and technology assistance—ensuring that every partner and customer interaction reflects arenaflex’s core values of connection, quality, and continuous improvement.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive strategy for global contact center operations, aligning with arenaflex’s mission and long‑term business objectives.
• Team Development: Model arenaflex’s values, mentor and coach senior leaders, and foster a high‑performance culture that emphasizes growth, inclusion, and accountability.
• Operational Excellence: Oversee day‑to‑day operations, ensuring service level agreements (SLAs), quality standards, and financial targets are consistently met or exceeded.
• Outsourced Partnerships: Manage relationships with external contact center providers, driving performance through clear contracts, KPIs, and collaborative improvement initiatives.
• Process Innovation: Leverage Lean, Six Sigma, and emerging digital tools to streamline workflows, reduce waste, and enhance both partner and customer experiences.
• Data‑Driven Insight: Utilize analytics and real‑time dashboards to monitor key metrics, identify trends, and implement corrective actions that improve satisfaction and efficiency.
• Change Management: Lead large‑scale transformation projects, ensuring seamless integration of new technologies, processes, and organizational changes across all contact center functions.
• Customer & Partner Advocacy: Champion the voice of the customer and partner, translating feedback into actionable strategies that drive loyalty and brand affinity.
• Budget & Financial Stewardship: Develop and manage multi‑year budgets, forecast financial performance, and drive cost‑optimization initiatives without compromising service quality.
• Cross‑Functional Collaboration: Partner with Marketing, IT, HR, and Product teams to align contact center initiatives with broader corporate campaigns and product launches.

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 delivering results through external partners.
• Demonstrated expertise in designing and implementing world‑class partner and customer experiences using people, process, and technology.
• Strong background in global operations improvement, including experience scaling multi‑regional teams and standardizing processes across diverse markets.
• Hands‑on experience with Lean, Six Sigma, or comparable continuous‑improvement methodologies.
• Exceptional storytelling and communication skills, capable of translating complex concepts into clear, relatable messages for varied audiences.
• Proven ability to lead transformation initiatives, drive cultural change, and sustain high‑impact performance improvements.
• Comfortable thriving in fast‑paced, ambiguous environments while maintaining a focus on strategic objectives.
• Master’s degree in Business Administration, Organizational Development, or a related field is preferred.

Preferred Qualifications & Additional Skills

• Experience with advanced analytics platforms, AI‑driven chatbots, and omnichannel routing technologies.
• Background in retail or hospitality sectors, providing insight into the unique challenges of high‑volume consumer interactions.
• Fluency in multiple languages or experience managing multilingual support teams.
• Demonstrated commitment to diversity, equity, and inclusion (DEI) initiatives, with a history of building inclusive teams.
• Certification in Project Management (PMP) or Change Management (Prosci) is a plus.

Skills & Competencies for Success

• Strategic Vision: Ability to see the big picture, anticipate market shifts, and position arenaflex’s contact center function for long‑term success.
• Leadership Presence: Inspire confidence, motivate teams, and embody arenaflex’s core values in every interaction.
• Analytical Acumen: Deep comfort with data analysis, KPI tracking, and translating insights into actionable plans.
• Customer‑Centric Mindset: Unwavering focus on delivering exceptional experiences that delight both partners and customers.
• Collaboration: Strong partnership skills to work effectively across functions, geographies, and external vendors.
• Adaptability: Thrive amid rapid change, leveraging agility to turn challenges into opportunities.
• Communication: Clear, persuasive, and empathetic communication style, tailored to diverse stakeholder groups.

Career Growth & Learning Opportunities

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

• Executive mentorship programs that connect you with senior arenaflex leaders.
• Leadership development workshops focused on advanced analytics, digital transformation, and global operations management.
• Opportunities to lead high‑visibility, cross‑functional initiatives that shape the future of arenaflex’s customer experience.
• Tuition assistance through the arenaflex Learning Program, covering 100% of eligible coursework.
• Participation in industry conferences, webinars, and networking events to stay at the forefront of contact center innovation.

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:

• A base salary that reflects the seniority and impact of the role, complemented by performance‑based bonuses.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Retirement savings plans with company matching contributions.
• Equity participation through arenaflex’s stock reward program, aligning your success with the company’s growth.
• Generous paid time off, flexible scheduling, and the ability to work remotely up to two days per week for those in eligible locations.
• Wellness resources, including mental‑health support, employee assistance programs, and access to on‑site or virtual fitness classes.
• Employee discount programs and complimentary arenaflex beverages for in‑store partners.

Work Environment & Culture at arenaflex

At arenaflex, culture is more than a buzzword—it’s a lived experience. Our workplaces are built on collaboration, creativity, and a shared purpose to connect people. As a remote leader, you will enjoy:

• A supportive, inclusive community that celebrates diverse perspectives and backgrounds.
• Regular virtual town halls, team‑building events, and cross‑regional meet‑ups to keep connections strong.
• Access to cutting‑edge collaboration tools that enable seamless communication across time zones.
• A focus on work‑life balance, with policies that respect personal commitments and promote well‑being.
• Recognition programs that highlight outstanding contributions and reinforce arenaflex’s core values.

Commitment to Diversity, Equity & Inclusion

arenaflex is dedicated to building a workforce that reflects the communities we serve. We actively seek candidates of all races, ethnicities, genders, sexual orientations, veteran status, and abilities. Our inclusive hiring practices ensure that every qualified applicant receives fair consideration, and we provide reasonable accommodations throughout the recruitment process.

How to Apply

If you are a visionary leader with a passion for delivering world‑class partner and customer experiences, we invite you to join arenaflex’s dynamic team. Click the link below to submit your application and begin a rewarding journey with a company that values connection, innovation, and growth.

Apply Job!

Take the Next Step

Ready to shape the future of global contact center excellence? At arenaflex, you’ll lead a talented, diverse team, drive transformative initiatives, and make a tangible impact on millions of customers worldwide. We look forward to reviewing your application and exploring how your expertise can help us continue to inspire connections, one interaction at a time.