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

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

arenaflex is more than a global brand; it is a cultural movement that blends the timeless ritual of coffee with a deep commitment to human connection. From its humble beginnings, arenaflex has cultivated a reputation for pioneering innovative service models, championing sustainability, and empowering its partners (employees) to deliver unforgettable experiences to millions of customers worldwide. Our mission is to inspire every interaction, whether it occurs in a bustling storefront, a digital channel, or a remote contact center. As we continue to expand our footprint, we are seeking a visionary leader who can shape the future of partner and customer service across a complex, multi‑disciplinary global network.

Why This Role Matters – The Strategic Impact of the Director, Partner & Customer Service

In the fast‑evolving landscape of omnichannel support, the Director of Partner & Customer Service at arenaflex will be the architect of world‑class experiences. This senior leadership position is responsible for defining strategy, overseeing operations, managing financial performance, and driving continuous improvement across all contact center functions—both in‑house and outsourced. The role is pivotal in ensuring that every partner and customer interaction reflects arenaflex’s core values of connection, inclusion, and excellence.

Key Responsibilities

• Strategic Leadership: Craft and execute a comprehensive service strategy that aligns with arenaflex’s mission, values, and growth objectives.
• Operational Oversight: Direct the day‑to‑day management of global contact centers, covering retail support, customer relations, human resources, facilities, and technology assistance.
• Outsourced Partnerships: Govern outsourced contact center relationships, ensuring seamless integration, consistent quality, and cost‑effective delivery.
• Performance Management: Establish, monitor, and continuously refine key performance indicators (KPIs) such as service levels, quality scores, partner experience metrics, and financial targets.
• Continuous Improvement: Lead initiatives that identify root causes of pain points, implement Lean, Six Sigma, or similar methodologies, and embed digital capabilities to scale operations.
• Talent Development: Model arenaflex’s leadership behaviors, coach and mentor managers, and create development pathways for a diverse, high‑performing workforce.
• Change Management: Drive transformational projects, communicate complex ideas through compelling storytelling, and ensure smooth adoption of new processes and technologies.
• Collaboration & Culture: Foster a collaborative, energetic team environment that celebrates diversity, encourages innovation, and upholds arenaflex’s guiding principles.

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.
• Demonstrated expertise in designing and implementing world‑class partner and customer experiences through people, process, and technology.
• Proven track record of developing and executing operational improvement strategies for large‑scale, multi‑channel contact centers.
• Strong analytical mindset with the ability to translate data insights into actionable business outcomes.
• Experience leading large, geographically dispersed teams, including the recruitment, development, and retention of high‑performing managers.
• Hands‑on experience with Lean, Six Sigma, or comparable continuous improvement frameworks.
• Exceptional communication and storytelling skills, capable of tailoring messages for diverse audiences and driving cross‑functional collaboration.
• Comfortable thriving in fast‑paced, change‑driven environments and adept at managing complex transformation initiatives.
• Master’s degree in Business Administration, Organizational Development, or a related field is preferred.

Preferred Qualifications & Additional Skills

• Certification in Lean, Six Sigma (Green Belt, Black Belt) or equivalent.
• Experience with advanced analytics platforms, AI‑driven chatbots, and omnichannel routing technologies.
• Background in retail or hospitality service models, providing insight into the unique demands of consumer‑facing operations.
• Demonstrated commitment to diversity, equity, and inclusion (DEI) initiatives, with a history of building inclusive teams.
• Fluency in multiple languages is a plus, given arenaflex’s global customer base.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture while executing detailed operational plans.
• Leadership Presence: Inspire confidence, model arenaflex’s values, and cultivate a high‑trust culture.
• Analytical Acumen: Leverage data to drive decisions, forecast trends, and measure impact.
• Customer‑Centric Mindset: Deep empathy for both partners and customers, translating insights into superior service experiences.
• Change Agility: Navigate ambiguity, champion innovation, and lead teams through transformation.
• Collaboration: Build strong partnerships across technology, HR, finance, and external vendors.
• Communication Excellence: Articulate complex concepts clearly, influence stakeholders, and foster alignment.

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 leaders across the organization.
• Continuous learning platforms offering courses in advanced analytics, digital transformation, and leadership.
• Opportunities to lead high‑visibility, cross‑functional projects that shape the future of arenaflex’s global service model.
• Participation in industry conferences, workshops, and networking events focused on contact center innovation.
• A clear pathway to senior executive roles, such as Vice President of Global Operations or Chief Customer Officer.

Work Environment & Culture at arenaflex

Our culture is built on the belief that great service starts with great people. arenaflex fosters an inclusive, collaborative, and energetic environment where partners feel empowered to bring their authentic selves to work. Highlights of our workplace include:

• Remote Flexibility: This role is fully remote, with the option to work from a home office or a flexible coworking space. Partners in the greater Seattle area may enjoy a hybrid schedule, working on‑site up to two days per week.
• Community Impact: arenaflex encourages partners to engage in community service, sustainability initiatives, and social responsibility programs.
• Well‑Being Programs: Comprehensive health plans, mental‑health resources, and wellness stipends support a balanced lifestyle.
• Recognition & Rewards: Competitive compensation, performance bonuses, and equity participation through the arenaflex Stock program.
• Learning Benefits: 100% tuition reimbursement through the arenaflex College Achievement Plan, enabling partners to pursue higher education without financial burden.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a market‑competitive salary package complemented by a robust benefits suite designed to attract and retain top talent. While exact figures will be discussed during the interview process, candidates can expect:

• Base salary aligned with senior leadership benchmarks in the industry.
• Performance‑based annual bonuses tied to operational and financial targets.
• Equity awards through the arenaflex Stock program, allowing partners to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage with multiple plan options.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible scheduling and remote‑work allowances.
• Professional development funds, mentorship, and tuition reimbursement.
• Employee assistance programs, wellness resources, and mental‑health support.

Commitment to Diversity, Equity & Inclusion

arenaflex is proud to be an equal‑opportunity employer. We celebrate the richness of diverse perspectives and are dedicated to building a workforce that reflects the communities we serve. 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. We actively encourage candidates from underrepresented groups—including people of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities—to apply.

Application Process & Next Steps

If you are a dynamic, results‑driven leader with a passion for creating exceptional partner and customer experiences, we invite you to join arenaflex’s mission‑driven team. To apply, click the link below and submit your resume, cover letter, and any supporting materials that showcase your achievements in contact center leadership.

Apply Now – Director of Partner & Customer Service

Join arenaflex – Inspire Every Interaction

At arenaflex, your work will have a tangible impact on millions of lives, shaping how people connect over a shared love of coffee and community. We look forward to learning how your expertise can help us elevate partner and customer experiences to new heights. Apply today and become a catalyst for meaningful change.