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

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

arenaflex has built a reputation as more than just a coffee brand; it is a cultural catalyst that connects people across the globe through shared moments, meaningful conversations, and a commitment to sustainability. With a heritage rooted in community, creativity, and a relentless pursuit of excellence, arenaflex continuously redefines what it means to deliver outstanding service—both to its customers and its internal partners. As the company expands its footprint, the need for visionary leaders who can shape world‑class contact center operations has never been greater. This is your opportunity to join a forward‑thinking organization that values innovation, diversity, and the power of a great cup of coffee to spark connection.

Why This Role Matters

In today’s hyper‑connected world, the contact center is the front line of brand experience. As Director of Partner & Customer Service, you will own the end‑to‑end strategy, planning, execution, and continuous improvement of arenaflex’s global contact center ecosystem. Your leadership will directly influence how millions of customers and partners experience the arenaflex brand, ensuring every interaction is seamless, supportive, and memorable.

Key Responsibilities

• Strategic Leadership: Define and drive the long‑term vision for global contact center operations, aligning with arenaflex’s mission and values.
• Team Development: Model leadership behaviors grounded in arenaflex’s core principles, mentor and coach managers, and cultivate a high‑performance culture across both in‑house and outsourced teams.
• Operational Excellence: Oversee day‑to‑day operations across multiple channels (voice, chat, email, social, and emerging platforms) for retail, HR, facilities, technology support, and more.
• Financial Stewardship: Develop budgets, forecast financial performance, and manage cost‑to‑serve metrics while ensuring service quality and profitability.
• Technology & Analytics: Leverage advanced analytics, AI‑driven insights, and cutting‑edge contact‑center technology to drive efficiency, predictive routing, and personalized experiences.
• Process Innovation: Identify root causes of pain points, implement Lean, Six Sigma, and other continuous‑improvement methodologies to streamline processes and eliminate waste.
• Outsourced Partnerships: Manage relationships with third‑party vendors, ensuring alignment with arenaflex standards, performance SLAs, and compliance requirements.
• Change Management: Lead large‑scale transformation initiatives, guiding the organization through change while maintaining service continuity.
• Stakeholder Collaboration: Partner with product, marketing, HR, and technology teams to embed a customer‑centric mindset throughout the organization.
• Metrics & Reporting: Establish, track, and continuously improve key performance indicators (KPIs) such as Net Promoter Score (NPS), First Contact Resolution (FCR), Average Handle Time (AHT), and employee engagement scores.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact center or customer experience environments.
• At least 5 years managing contact center operations within an outsourced or multi‑vendor model.
• 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, capable of navigating fast‑paced, ambiguous environments.
• Experience building, scaling, and leading large, diverse teams—including remote and outsourced agents—and developing future leaders.
• Hands‑on experience leading transformation and continuous‑improvement initiatives, preferably using Lean, Six Sigma, or similar methodologies.
• Exceptional storytelling and communication skills, with the ability to translate complex concepts into relatable narratives for varied audiences.
• Master’s degree in Business Administration, Organizational Development, or a related field (preferred but not required).

Preferred Qualifications & Additional Skills

• Certification in Lean, Six Sigma (Green Belt, Black Belt) or equivalent process‑improvement credentials.
• Familiarity with modern contact‑center platforms (e.g., Genesys, NICE, Five9) and emerging AI‑driven tools.
• Experience with workforce management, capacity planning, and forecasting in a global context.
• Demonstrated ability to influence senior leadership and drive cross‑functional collaboration.
• Passion for fostering inclusive cultures and championing diversity, equity, and inclusion initiatives.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture while executing detailed operational plans.
• People‑First Leadership: Empathy, coaching, and talent development are central to your management style.
• Data‑Driven Decision Making: Comfort with analytics, dashboards, and performance metrics to inform strategy.
• Innovation Mindset: Eagerness to experiment with new technologies and process improvements.
• Resilience & Agility: Thrive in dynamic environments and guide teams through change.
• Communication Excellence: Clear, persuasive storytelling that aligns stakeholders around common goals.

Career Growth & Learning Opportunities

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

• Executive mentorship programs and leadership coaching.
• Continuous learning subscriptions, including industry conferences, certifications, and online courses.
• Opportunities to lead high‑visibility, cross‑functional initiatives that shape the future of the brand.
• Pathways to senior executive roles such as Vice President of Global Operations or Chief Customer Experience Officer.

Work Environment & Culture at arenaflex

Our culture is built on the pillars of connection, inclusion, and purpose. At arenaflex you will experience:

• Flexibility: This role is fully remote, with the freedom to work from anywhere while staying connected through collaborative digital tools.
• Community: A vibrant global community of partners who share a love for coffee, creativity, and meaningful impact.
• Diversity & Inclusion: A commitment to hiring and developing talent from all backgrounds, ensuring a rich tapestry of perspectives.
• Well‑Being: Programs that support mental, physical, and financial health, including wellness stipends and employee assistance resources.
• Purpose‑Driven Mission: Every day, you’ll contribute to arenaflex’s broader goal of fostering human connection and sustainability.

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:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to operational and strategic outcomes.
• 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).
• Retirement savings options, including a matching contribution program.
• Equity participation through the arenaflex Stock reward program, allowing partners to share in the company’s success.
• Employee discounts on arenaflex products and partner experiences worldwide.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment where every partner feels valued. 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 a strategic, people‑centric leader ready to shape the future of global partner and customer service, we want to hear from you. Click the link below to submit your application and begin your journey with arenaflex.

Apply Now – Join arenaflex and Inspire with Every Cup

Take the Next Step

At arenaflex, your impact will be measured not only in metrics but in the smiles of millions of customers and the growth of countless partners worldwide. Bring your expertise, passion, and vision to a company that believes in the power of connection. Apply today and become a catalyst for extraordinary experiences.