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

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 touchstone that connects people across the globe through shared moments, community, and a commitment to sustainability. With a legacy of innovation, arenaflex continuously redefines what it means to deliver exceptional service, both to its customers and to the partners who bring the brand to life. The company’s mission—to inspire and nurture the human spirit—drives every strategic decision, especially in the realm of customer and partner experience.

As a forward‑thinking organization, arenaflex invests heavily in technology, data‑driven insights, and people‑first leadership. The contact center ecosystem is a critical pillar of this strategy, serving as the front line for retail inquiries, human resources support, facilities management, and technology assistance. This is where the Global Director of Partner & Customer Service Operations will make a transformative impact.

Why This Role Matters

The contact center landscape is evolving at breakneck speed. Customers expect instant, personalized, and seamless interactions across every channel—phone, chat, email, social media, and emerging digital platforms. Partners (arenaflex employees) need robust tools, clear processes, and supportive leadership to meet these expectations while maintaining operational excellence. The Director will own the end‑to‑end strategy, planning, execution, and continuous improvement of these global contact center functions, ensuring that every interaction reflects arenaflex’s core values of connection, inclusion, and excellence.

Key Responsibilities

Strategic Leadership & Vision

• Define and articulate a multi‑year vision for global partner and customer service that aligns with arenaflex’s mission and growth objectives.
• Develop comprehensive roadmaps that integrate technology, process, and people initiatives to deliver world‑class experiences.
• Partner with senior leadership across retail, HR, facilities, and technology to synchronize service delivery and business priorities.

Operational Excellence & Continuous Improvement

• Oversee day‑to‑day operations of multi‑channel contact centers, ensuring service level agreements (SLAs), quality standards, and financial targets are consistently met.
• Leverage advanced analytics, AI‑driven insights, and real‑time dashboards to monitor performance, identify trends, and drive data‑backed decisions.
• Implement Lean, Six Sigma, and other continuous‑improvement methodologies to eliminate root‑cause issues and streamline processes.
• Manage outsourced contact center partners, establishing clear governance, performance metrics, and escalation protocols.

People Development & Culture Building

• Model arenaflex’s mission‑driven leadership behaviors, fostering an inclusive, high‑performance culture that celebrates diversity of thought.
• Coach, mentor, and develop a global team of managers, team leads, and frontline agents—including outsourced staff—to achieve their full potential.
• Design and execute robust onboarding, training, and career‑path programs that accelerate skill development and retention.
• Champion employee engagement initiatives, gathering feedback through pulse surveys, focus groups, and one‑on‑one sessions.

Innovation & Technology Enablement

• Drive adoption of next‑generation contact center platforms, omnichannel routing, chatbots, and self‑service portals.
• Collaborate with IT and product teams to integrate CRM, workforce management, and knowledge‑base solutions that empower partners and customers.
• Stay ahead of industry trends—such as conversational AI, predictive analytics, and hyper‑personalization—to keep arenaflex at the forefront of service innovation.

Financial Stewardship & Reporting

• Own budgeting, forecasting, and cost‑optimization for all contact center operations, balancing investment in technology with measurable ROI.
• Prepare executive‑level reports that translate complex data into clear narratives, highlighting successes, challenges, and strategic recommendations.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact center or customer experience environments, with a proven track record of scaling operations globally.
• At least 5 years of experience managing outsourced contact center functions, including vendor selection, contract negotiation, and performance oversight.
• Demonstrated expertise in designing and implementing world‑class partner and customer experiences through people, process, and technology.
• Strong background in operational improvement strategies, with measurable outcomes in service quality, efficiency, and cost reduction.
• Hands‑on experience applying Lean, Six Sigma, or comparable continuous‑improvement frameworks to drive systematic change.
• Exceptional storytelling and communication skills—able to translate complex concepts into compelling narratives for diverse audiences.
• Comfortable thriving in fast‑paced, matrixed environments and adept at leading change management initiatives.

Preferred Qualifications

• Master’s degree in Business Administration, Organizational Development, or a related field.
• Experience with advanced analytics platforms (e.g., Tableau, Power BI) and AI‑enabled contact center solutions.
• Background in retail or consumer‑focused industries, particularly those with high‑volume, multi‑channel service models.
• Proven ability to build and nurture high‑performing, culturally diverse teams across multiple geographies.
• Certification in Lean, Six Sigma (Green Belt or higher) or comparable process‑excellence credentials.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and align service strategies with corporate goals.
• Data‑Driven Decision Making: Proficiency in interpreting complex data sets, extracting actionable insights, and presenting findings to senior leadership.
• People Leadership: Talent for coaching, developing, and inspiring large, distributed teams—including remote and outsourced staff.
• Customer‑Centric Mindset: Deep empathy for both external customers and internal partners, translating insights into tangible service improvements.
• Change Management: Expertise in guiding organizations through transformation, mitigating resistance, and ensuring sustainable adoption.
• Technology Acumen: Familiarity with modern contact center platforms, CRM systems, AI chatbots, and workforce management tools.
• Financial Acumen: Ability to manage budgets, forecast expenses, and drive cost efficiencies without compromising service quality.

Career Growth & Learning Opportunities

arenaflex is committed to investing in its leaders. In this role, you will have access to:

• Executive mentorship programs that connect you with senior leaders across the organization.
• Continuous learning pathways, including tuition reimbursement through the arenaflex College Achievement Plan, leadership development workshops, and certifications in emerging technologies.
• Opportunities to lead high‑visibility, cross‑functional transformation projects that shape the future of global service delivery.
• A clear promotion trajectory toward senior vice‑presidential roles, global operations leadership, or strategic advisory positions within arenaflex.

Work Environment & Culture at arenaflex

At arenaflex, the workplace is built on inclusion, flexibility, and a shared sense of purpose. Whether you are based in a bustling metropolitan hub or working remotely from a home office, you will experience:

• A hybrid work model that allows up to two days per week of remote work for employees located in the greater Seattle area, with full remote flexibility for other regions.
• A collaborative, high‑energy team culture that celebrates creativity, encourages bold ideas, and rewards results.
• Employee resource groups (ERGs) that foster community for people of color, women, LGBTQIA+ members, veterans, and individuals with disabilities.
• Regular “Coffee Connect” sessions—virtual or in‑person—where partners share stories, celebrate milestones, and reinforce arenaflex’s core values.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support the whole person:

• Base salary commensurate with experience, plus performance‑based bonuses tied to service excellence and operational metrics.
• Comprehensive health, dental, and vision coverage with a range of plan options to suit diverse needs.
• 100% tuition reimbursement through the arenaflex College Achievement Plan, empowering partners to pursue higher education.
• Equity participation through the arenaflex equity reward program, allowing partners to share in the company’s long‑term success.
• Generous paid time off, flexible scheduling, and holiday pay to promote work‑life balance.
• Wellness resources, including mental‑health counseling, fitness subsidies, and employee assistance programs.
• Discounted arenaflex merchandise and complimentary beverages at participating locations worldwide.

How to Apply

If you are a visionary leader who thrives on building world‑class service experiences, driving operational excellence, and empowering diverse teams, we want to hear from you. Join arenaflex and help shape the future of global partner and customer service.

To submit your application, please click the link below and follow the instructions. We look forward to reviewing your credentials and exploring how your expertise can contribute to arenaflex’s mission of inspiring connection, one cup at a time.

Apply Now – Become a Leader at arenaflex

Equal Opportunity & Inclusion Statement

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, veteran status, or any other characteristic protected by law. We are dedicated to creating a diverse and welcoming workplace that reflects the communities we serve. Candidates with criminal histories will be considered in accordance with applicable federal, state, and local regulations. If you require accommodation during the application process, please contact us at 206‑318‑0660 or email [email protected].