Director of Global Partner & Customer Experience Operations – Remote Leadership Opportunity for a Visionary Contact Center Innovator
About arenaflex
At arenaflex, we believe that extraordinary customer experiences begin with extraordinary people. From our earliest days, arenaflex set out to be a different kind of organization—one that celebrates human connection, honors tradition, and is powered by passionate leaders who are driven by their commitment to service. Today, arenaflex stands as a global leader in delivering innovative, human-centered experiences across multiple channels, and we are proud to cultivate a culture where leaders inspire teams, partners thrive, and customers feel genuinely valued.
Our mission is rooted in connection, community, and continuous reinvention. As we expand our global footprint and scale our world-class contact center operations, we are searching for a transformative leader to join us as our next Director of Global Partner & Customer Experience Operations. This is a rare opportunity to shape the future of customer service at a company that is redefining what it means to lead with purpose.
Position Overview
The Director of Global Partner & Customer Experience Operations is a senior leadership role responsible for the end-to-end strategy, planning, execution, financial stewardship, and continuous improvement of arenaflex's multi-disciplinary global contact center ecosystem. This includes oversight of outsourced contact center partnerships, leveraging innovative work methodologies, process excellence, cutting-edge technology, and advanced analytics to deliver unparalleled partner and customer experiences.
Reporting to senior leadership, this role is accountable for the operational performance of global contact centers supporting multiple business categories, including retail, customer relations, human resources, facilities and equipment support, and technology services. The Director will play a pivotal role in scaling operations, driving transformation, and preparing the organization for sustainable growth in a dynamic, fast-paced environment.
Key Responsibilities
Strategic Leadership & Vision
- Define and execute the long-term vision, strategy, and roadmap for global partner and customer service operations, aligning with arenaflex's mission, values, and business objectives.
- Develop comprehensive operational plans, budgets, and forecasts that support scalable growth and continuous innovation across all contact center functions.
- Identify, understand, and proactively align with evolving customer and partner needs, translating insights into actionable strategies that elevate the experience.
Operational Excellence & Performance Management
- Establish, measure, and continuously improve key performance metrics, including customer and partner experience scores, service levels, quality benchmarks, and financial performance.
- Lead initiatives to identify and eliminate root causes of customer and partner pain points, driving sustainable improvements through standardized processes and industry-leading digital capabilities.
- Oversee outsourced contact center functions, ensuring alignment with arenaflex's standards for quality, performance, and brand experience.
- Seamlessly integrate business changes, new technologies, and process improvements into all aspects of contact center operations.
People Leadership & Development
- Model leadership behaviors grounded in arenaflex's mission and values, fostering an inclusive, engaged, and high-performing team culture.
- Drive the engagement, development, and performance of all team members, setting clear goals and actively providing coaching, feedback, and meaningful development opportunities.
- Build, scale, and lead large teams, including outsourced agents, developing future leaders and managers who embody arenaflex's leadership principles.
- Promote a collaborative, energetic, and fun team environment that drives the business forward while upholding arenaflex's guiding principles.
Innovation, Transformation & Continuous Improvement
- Champion transformation initiatives that leverage Lean, Six Sigma, or similar methodologies to drive operational excellence.
- Identify and implement emerging technologies, digital capabilities, and innovative work methodologies that enhance efficiency and elevate the partner and customer experience.
- Utilize analytics and insights to inform decision-making, identify trends, and continuously refine operational strategies.
- Lead change management efforts with confidence and agility, ensuring smooth transitions in a fast-paced, evolving environment.
Communication & Stakeholder Engagement
- Serve as a compelling storyteller and communicator, translating complex ideas and concepts into relatable content for diverse audiences.
- Adjust communication style to effectively engage stakeholders at all levels, building trust, gaining collaboration, and influencing outcomes.
- Partner cross-functionally with leaders across the organization to align contact center operations with broader business priorities.
Qualifications & Experience
Essential Qualifications
- 10+ years of progressive experience leading contact centers and/or customer experience centers at scale, with a proven track record of delivering world-class results.
- 5+ years of experience leading contact center operations in an outsourced environment, with demonstrated success in vendor management and partnership optimization.
- Progressive experience in designing and implementing exceptional partner and customer experiences through the integration of people, process, and technology.
- Proven expertise in developing and implementing operations improvement strategies for global contact centers, driving measurable outcomes.
- Extensive experience building, scaling, and leading large teams, including outsourced agents, with a demonstrated ability to develop leaders and managers.
- Strong background in leading transformation and continuous improvement initiatives, with a results-driven approach.
- Comfortable thriving in a fast-paced environment with demonstrated agility in change management.
- Progressive experience with storytelling and communicating complex ideas, with the ability to adjust style for diverse audiences and gain collaboration.
- Hands-on experience leveraging Lean, Six Sigma, or similar methodologies to drive operational excellence.
- Demonstrated track record of delivering results and improvements that have had meaningful business impact.
- Master's degree preferred (or equivalent combination of education and experience).
Preferred Attributes
- A genuine passion for service excellence, leadership development, and creating meaningful connections with customers and partners.
- A collaborative, energetic, and innovative mindset with the ability to inspire teams and drive cultural transformation.
- Strong analytical skills with the ability to leverage data, insights, and technology to inform strategy and drive continuous improvement.
- Exceptional emotional intelligence, communication skills, and the ability to lead with empathy, integrity, and accountability.
Skills & Competencies for Success
- Strategic Thinking: Ability to see the big picture while maintaining a focus on operational details that drive performance.
- Operational Mastery: Deep expertise in contact center operations, performance management, and vendor oversight.
- Leadership Excellence: Proven ability to inspire, develop, and lead large, diverse teams across geographies and functions.
- Change Agility: Skilled at leading transformation, managing ambiguity, and driving results in dynamic environments.
- Innovation Mindset: Forward-thinking approach to leveraging technology, digital capabilities, and emerging trends.
- Communication Mastery: Exceptional verbal and written communication skills, with the ability to influence and engage diverse stakeholders.
- Analytical Acumen: Strong data-driven decision-making skills, with the ability to translate insights into action.
- Collaboration: A team-oriented leader who thrives in highly collaborative environments and builds strong partnerships across the organization.
Career Growth & Learning Opportunities
At arenaflex, we are deeply committed to the growth and development of our leaders. As the Director of Global Partner & Customer Experience Operations, you will have access to:
- Executive coaching and leadership development programs designed to accelerate your career trajectory.
- Tuition reimbursement and continuous learning opportunities to support ongoing education and skill-building.
- Mentorship from senior leaders and exposure to enterprise-wide strategic initiatives.
- Opportunities to lead high-impact transformation projects that shape the future of arenaflex's global operations.
- A clear path for advancement within a growing, dynamic organization that values internal talent development.
Work Environment & Company Culture
arenaflex is more than a workplace—it is a community of passionate, purpose-driven individuals who believe in the power of connection and service. Our culture is built on collaboration, inclusivity, innovation, and a shared commitment to excellence. We celebrate diversity in all its forms and believe that varied perspectives make us stronger, smarter, and more creative.
This role offers a remote-first work environment with the flexibility to work from home. For leaders based in the greater Seattle area, arenaflex also offers a flexible hybrid model, allowing partners to work remotely up to two days per week. We believe in empowering our leaders with the autonomy, tools, and support they need to do their best work—wherever that may be.
Our team is energetic, fun, and driven by a shared mission to inspire with every interaction. We move fast, embrace change, and are guided by principles that put people first.
Compensation, Perks & Benefits
arenaflex is proud to offer a comprehensive compensation and benefits package designed to support the well-being, growth, and financial security of our partners. Benefits include:
- Competitive compensation with performance-based incentives and annual reviews.
- Comprehensive health coverage with a variety of medical, dental, and vision plans to choose from.
- Stock and savings programs, including equity reward opportunities that allow you to share in arenaflex's success.
- Generous paid time off and flexible scheduling to support work-life balance.
- Industry perks and partner discounts, plus the occasional surprise that makes coming to work a little more delightful.
- Wellness programs and resources to support your physical, mental, and emotional well-being.
- Retirement planning with company-matching contributions to help you build a secure future.
Our Commitment to Diversity, Equity & Inclusion
arenaflex is an equal opportunity employer committed to creating a diverse, inclusive, and welcoming workplace. We believe that a workforce rich in diverse backgrounds, experiences, and perspectives enables us to better serve our customers, partners, and communities around the world.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by applicable law. We welcome and encourage applications from people of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. arenaflex is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation during the application process, please contact our accommodations team.
Join Us and Shape the Future of Customer Experience at arenaflex
If you are a visionary leader with a passion for operational excellence, customer experience innovation, and developing high-performing global teams, we want to hear from you. This is your opportunity to make a meaningful impact at a company that values connection, celebrates leadership, and is committed to building a better future—one experience at a time.
Bring your expertise, your passion, and your drive to arenaflex. Help us redefine what world-class partner and customer service looks like on a global scale. Bring your leadership to a team that is energized, collaborative, and united by a shared mission to inspire with every interaction.