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

About arenaflex – Pioneering Connection Through Service

arenaflex is a world‑renowned brand that began with a simple mission: to create meaningful connections over a shared love of coffee. Over the decades, the company has evolved into a global leader not only in specialty beverages but also in delivering exceptional partner and customer experiences. At arenaflex, every interaction is an opportunity to inspire, to listen, and to build community. Our culture is built on the pillars of purpose, partnership, and continuous improvement, and we are looking for visionary leaders who embody these values.

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

As the Director of Partner & Customer Service at arenaflex, you will own the end‑to‑end strategy, planning, operations, and financial stewardship of our multi‑disciplinary global contact centers. This senior leadership position is responsible for shaping world‑class experiences for both our internal partners (employees) and external customers across a variety of channels—including retail support, human resources, facilities, technology assistance, and more. You will drive continuous improvement through innovative methodologies, data‑driven insights, and cutting‑edge technology while overseeing both in‑house and outsourced service functions.

Key Responsibilities

• Strategic Leadership: Define and execute a long‑term vision for global contact center operations that aligns with arenaflex’s mission and values.
• Team Development: Model leadership behaviors rooted in arenaflex’s core principles, mentor and coach managers, and foster a high‑performance culture across all partner teams.
• Operational Excellence: Establish, track, and continuously improve key performance indicators (KPIs) such as service levels, quality scores, partner satisfaction, and financial metrics.
• Customer‑Centric Innovation: Identify root causes of pain points, implement scalable process improvements, and integrate industry‑leading digital capabilities to elevate the partner and customer journey.
• Outsourced Function Management: Oversee outsourced contact center partners, ensuring seamless collaboration, consistent quality, and alignment with arenaflex’s standards.
• Change Management: Lead transformation initiatives, manage change across large, geographically dispersed teams, and communicate complex concepts in relatable ways.
• Data‑Driven Decision Making: Leverage analytics, Lean, Six Sigma, and other continuous‑improvement tools to drive operational efficiencies and cost savings.
• Cross‑Functional Collaboration: Partner with technology, retail, HR, facilities, and finance teams to ensure integrated service delivery and business alignment.
• Budget & Financial Oversight: Develop and manage budgets, forecast financial performance, and ensure fiscal responsibility while delivering superior service.

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 (preferred).
• Proven track record of designing and implementing world‑class partner and customer experiences through people, process, and technology.
• Demonstrated expertise in developing and executing operational improvement strategies for global, multi‑channel contact centers.
• Strong background in change management, with the ability to thrive in fast‑paced, dynamic environments.
• Experience building, scaling, and leading large, diverse teams—including remote and outsourced agents.
• Hands‑on experience with Lean, Six Sigma, or comparable continuous‑improvement methodologies.
• Exceptional storytelling and communication skills, capable of translating complex ideas into clear, actionable messages for varied audiences.
• Evidence of delivering measurable results and sustained performance improvements.

Preferred Qualifications

• Master’s degree in Business Administration, Organizational Development, or a related field.
• Advanced certifications in Lean, Six Sigma, or other process‑excellence frameworks.
• Experience in the specialty food & beverage industry or a similarly consumer‑focused sector.
• Familiarity with modern contact center technologies such as AI‑driven chatbots, omnichannel routing platforms, and advanced analytics suites.
• Prior involvement in large‑scale digital transformation initiatives.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent while fostering an inclusive, high‑engagement culture.
• Strategic Thinking: Visionary mindset with the capacity to translate strategic goals into operational plans.
• Analytical Acumen: Strong data‑analysis skills, comfortable interpreting complex metrics to drive decisions.
• Customer Obsession: Deep empathy for both internal partners and external customers, ensuring every touchpoint adds value.
• Collaboration: Proven ability to work cross‑functionally, breaking down silos to achieve shared objectives.
• Technology Savvy: Familiarity with modern contact center platforms, CRM systems, and emerging digital tools.
• Communication: Clear, concise, and persuasive communicator, adept at storytelling and influencing stakeholders.
• Adaptability: Comfortable navigating ambiguity and leading teams through rapid change.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As a senior director, you will have access to:

• Executive mentorship programs that pair you with seasoned arenaflex leaders.
• Leadership development curricula focused on strategic innovation, digital transformation, and people management.
• Opportunities to lead high‑visibility, enterprise‑wide initiatives that shape the future of arenaflex’s global service model.
• Support for advanced certifications (e.g., Lean Six Sigma Black Belt, PMP) and continuous education.
• Cross‑regional exposure, allowing you to collaborate with teams in North America, Europe, Asia‑Pacific, and beyond.

Work Environment & Culture at arenaflex

Our culture is built on the belief that great ideas can come from anyone, anywhere. At arenaflex you will experience:

• Flexibility: A remote‑first work model with the option to work from home up to two days per week, complemented by a hybrid office space for those in the greater Seattle area.
• Inclusivity: A diverse, welcoming workplace where partners of all backgrounds—people of color, women, LGBTQIA+, veterans, and persons with disabilities—are celebrated and empowered.
• Collaboration: An energetic, fun team environment that encourages open dialogue, creative problem‑solving, and shared success.
• Purpose‑Driven Mission: Every day, you’ll contribute to arenaflex’s broader goal of fostering connection and community through exceptional service.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, wealth, and well‑being:

• Competitive base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Generous paid time off, flexible scheduling, and remote‑work allowances.
• Full tuition reimbursement through the arenaflex College Achievement Plan (100% coverage).
• Equity participation through the arenaflex Stock Reward Program, allowing you to share in the company’s success.
• Wellness programs, employee assistance resources, and a robust employee discount on arenaflex products.
• Retirement savings options with company matching contributions.

Application Process & Next Steps

If you are a visionary leader ready to shape the future of global partner and customer service, we invite you to apply today. Submit your resume and a compelling cover letter that highlights your relevant experience, leadership philosophy, and why you are excited to join arenaflex.

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, or veteran status. We are committed to creating a diverse and welcoming workplace that reflects the communities we serve.

Applicants with criminal histories will be considered in accordance with applicable federal, state, and local laws. arenaflex provides reasonable accommodations for candidates with disabilities. If you require assistance or an accommodation, please contact us at [email protected] or call 206‑318‑0660.

Ready to Inspire with Every Interaction?

Take the next step in your leadership journey and help arenaflex deliver unforgettable experiences to partners and customers worldwide. Apply Job!