Director of Global Partner & Customer Experience Operations – Remote Contact Center Leadership
About arenaflex
At arenaflex, we believe that exceptional experiences are the foundation of every meaningful connection. arenaflex is a forward-thinking, values-driven organization that has built its reputation by putting people first — both the customers we serve and the partners (employees) who make it all possible. Our culture is rooted in collaboration, continuous learning, and an unwavering commitment to excellence. We are passionate about blending human warmth with cutting-edge digital innovation, creating environments where ideas flourish, careers accelerate, and impact is felt across every touchpoint.
As a global organization operating at the intersection of service, technology, and human connection, arenaflex has cultivated a workplace where leadership isn’t just about oversight — it’s about inspiring transformation. Our contact centers and customer experience hubs span the globe, serving millions of customers and partners each year. We are proud of our diverse, inclusive workforce and our dedication to making every interaction a positive one. If you’re a visionary leader who thrives on building world-class operations and empowering high-performing teams, arenaflex is where your next chapter begins.
The Opportunity
We are now seeking a dynamic, strategic, and results-oriented Director of Partner & Customer Experience Operations to join our remote leadership team. Reporting to senior leadership, this pivotal role will own the end-to-end strategy, planning, operations, delivery, and continuous improvement of our global customer and partner experience through multi-disciplinary contact centers and related support functions. You will oversee outsourced contact center operations while championing innovative work methodologies, process excellence, advanced technology adoption, and data-driven insights that deliver exceptional experiences and operational mastery.
This is more than a leadership role — it is an opportunity to shape the future of how arenaflex serves its global community. If you are passionate about driving transformation at scale, developing extraordinary leaders, and building customer experiences that set industry benchmarks, we want to hear from you.
Key Responsibilities
- Strategic Leadership & Vision: Develop and execute a comprehensive multi-year strategy for global contact center and customer experience operations, aligning with arenaflex’s mission, values, and business objectives. Establish a clear roadmap for growth, scalability, and digital transformation.
- Operational Excellence: Oversee the day-to-day operations of global contact centers across multiple channels (voice, chat, email, social, and self-service). Ensure service levels, quality benchmarks, and financial targets are consistently met or exceeded.
- Outsourced Partner Management: Lead the strategy, governance, and performance management of outsourced contact center partners. Build strong vendor relationships, negotiate contracts, and ensure alignment with arenaflex standards and expectations.
- People Leadership & Development: Model arenaflex’s leadership behaviors in every interaction. Drive engagement, performance, and professional development for a large, distributed team including direct reports, managers, and outsourced agents. Provide coaching, feedback, and growth opportunities that cultivate the next generation of leaders.
- Customer & Partner Experience Strategy: Identify, understand, and anticipate customer and partner needs. Design and deliver world-class experiences through standardized processes, industry-leading digital capabilities, and continuous service improvement.
- Metrics, Analytics & Insights: Establish, measure, and continuously refine key performance indicators across customer satisfaction (CSAT), net promoter score (NPS), service level, quality, employee engagement, and financial performance. Leverage analytics to drive informed decision-making.
- Continuous Improvement & Transformation: Lead initiatives to identify and eliminate root causes of customer and partner pain points. Champion Lean, Six Sigma, and other process improvement methodologies to drive sustainable, scalable results.
- Change Management: Lead complex, enterprise-wide change initiatives with confidence and empathy. Seamlessly integrate business transformation into all aspects of contact center operations, ensuring minimal disruption and maximum adoption.
- Cross-Functional Collaboration: Partner with Technology, HR, Retail Operations, Facilities, and other internal stakeholders to deliver integrated solutions and ensure a unified experience across all customer and partner touchpoints.
- Financial Stewardship: Develop and manage multi-million-dollar operating budgets. Drive cost efficiency while maintaining exceptional service quality and experience standards.
- Storytelling & Influence: Craft compelling narratives and presentations that communicate complex ideas effectively to diverse audiences — from frontline partners to executive leadership. Build consensus and drive alignment across stakeholders.
Essential Qualifications
- 10+ years of progressive leadership experience leading contact centers and/or customer experience operations at a global, enterprise scale.
- 5+ years of experience leading contact centers in an outsourced environment, including vendor selection, performance management, and contract governance.
- Demonstrated success in designing and implementing world-class customer and partner experiences through the strategic integration of people, process, and technology.
- Proven experience developing and executing operations improvement strategies for global, multi-site contact centers.
- Track record of building, scaling, and leading large, distributed teams — including outsourced agents — with a focus on developing high-performing leaders and managers.
- Extensive experience leading large-scale transformation, change management, and continuous improvement initiatives.
- Strong financial acumen with experience managing complex budgets and delivering on financial targets.
- Exceptional communication and storytelling skills, with the ability to translate complex ideas into relatable, engaging content for diverse audiences.
- Hands-on experience leveraging Lean, Six Sigma, or similar process improvement methodologies to drive measurable results.
- Comfortable thriving in a fast-paced, dynamic, and evolving environment.
- Master’s degree preferred (MBA or related field ideal); equivalent combination of education and experience will be considered.
Preferred Qualifications & Differentiators
- Experience with global, multi-language contact center operations.
- Familiarity with modern CCaaS (Contact Center as a Service) platforms such as Genesys, Five9, NICE, or Amazon Connect.
- Background in implementing AI-driven customer experience solutions, chatbots, or intelligent automation.
- Six Sigma Black Belt or Lean Master certification.
- Multilingual capabilities (a plus, but not required).
Core Competencies for Success
- Strategic Thinking: Ability to see the big picture while executing with precision at the operational level.
- Emotional Intelligence: Skilled at building trust, developing people, and navigating complex interpersonal dynamics.
- Results Orientation: Relentless focus on delivering measurable outcomes and continuous improvement.
- Innovation Mindset: Curiosity and courage to challenge the status quo and embrace emerging technologies.
- Resilience & Adaptability: Thrives in ambiguity and leads with confidence through change.
- Inclusivity: Committed to fostering a diverse, equitable, and inclusive workplace where every voice is valued.
Why Join arenaflex?
At arenaflex, we don’t just offer jobs — we build careers. We believe that when our partners thrive, our customers thrive, and our business thrives. Here’s what you can expect when you join our team:
Compensation & Financial Rewards
- Competitive base salary commensurate with experience and market benchmarks.
- Performance-based annual bonus opportunities.
- Equity participation programs that allow you to share in arenaflex’s long-term success.
- Comprehensive retirement and savings plans.
Health & Wellness Benefits
- Comprehensive medical, dental, and vision insurance for you and your eligible dependents.
- Mental health and wellness resources, including access to counseling and meditation apps.
- Generous paid time off, holidays, and parental leave programs.
- Disability and life insurance coverage.
Learning & Development
- Tuition reimbursement and continuous education support.
- Leadership development programs and executive coaching.
- Access to industry conferences, certifications, and professional memberships.
- Mentorship opportunities with senior leaders across arenaflex.
Work Environment & Flexibility
- Fully remote work opportunity with flexible scheduling.
- For those who prefer hybrid work, optional access to collaborative workspace hubs.
- A culture that values outcomes over hours and trust over micromanagement.
- State-of-the-art collaboration tools and technology to support distributed teams.
Culture & Community
arenaflex is committed to building a workplace where every partner feels seen, heard, and empowered. We celebrate diversity in all its forms and believe that inclusive teams build better products and serve customers more compassionately. Our values guide everything we do — from how we lead, to how we collaborate, to how we serve.
Our Commitment to Diversity, Equity & Inclusion
arenaflex is an equal opportunity employer. We are proud to be a company that values diversity and is committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. We actively encourage applications from people of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities. Qualified applicants with criminal histories will be considered in accordance with all federal, state, and local ordinances.
arenaflex is also committed to providing reasonable accommodations to job applicants with disabilities. If you require an accommodation during the application or interview process, please reach out to our accommodations team for support.
Your Next Chapter Starts Here
If you are a transformative leader ready to make a global impact, arenaflex is ready for you. Bring your vision, your experience, and your passion for building world-class customer and partner experiences — and join a team that is redefining what service leadership looks like in the modern era. Together, we will set the standard for excellence, innovation, and human connection.