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

About arenaflex – Brewing Connections Worldwide

arenaflex isn’t just a coffee‑centric brand; it’s a global community builder that transforms everyday moments into meaningful connections. With a legacy of pioneering the coffee experience, arenaflex has expanded its reach into digital commerce, retail innovation, and world‑class customer service. Our mission is to inspire and nurture the human spirit—one interaction at a time. As we continue to grow, we need visionary leaders who can shape the future of partner and customer experiences across continents, channels, and cultures.

Position Overview

We are seeking a dynamic, strategic, and hands‑on leader to serve as Director of Global Partner & Customer Service Operations. This remote role will own the end‑to‑end strategy, planning, execution, and continuous improvement of arenaflex’s multi‑disciplinary contact centers. You will guide both in‑house and outsourced teams, leveraging cutting‑edge technology, data‑driven insights, and innovative work methodologies to deliver unparalleled partner and customer experiences.

Key Responsibilities

• Strategic Leadership: Define and execute a 3‑ to 5‑year vision for global contact center operations that aligns with arenaflex’s mission and growth objectives.
• Team Development: Model arenaflex’s core values, coach and mentor a diverse workforce of managers, team leads, and frontline agents, and foster a culture of continuous learning.
• Operational Excellence: Oversee day‑to‑day performance across all channels (voice, chat, email, social, and emerging platforms) ensuring service‑level agreements, quality standards, and financial targets are consistently met.
• Outsourced Partnerships: Manage relationships with third‑party contact center providers, negotiate contracts, and drive performance improvements through clear KPIs and joint innovation initiatives.
• Data & Analytics: Deploy advanced analytics, AI‑driven routing, and real‑time dashboards to surface insights, predict trends, and proactively address pain points for both partners and customers.
• Process Optimization: Lead Lean, Six Sigma, and other continuous‑improvement programs to streamline workflows, reduce waste, and accelerate resolution times.
• Change Management: Champion large‑scale transformation projects, ensuring seamless integration of new technologies, processes, and organizational structures.
• Stakeholder Collaboration: Partner with Retail, Human Resources, Facilities, Technology, and Marketing teams to align contact center initiatives with broader business goals.
• Customer & Partner Advocacy: Serve as the voice of the partner and customer within senior leadership forums, translating feedback into actionable strategies.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact center or customer experience environments.
• At least 5 years managing outsourced contact center operations, preferably with a global footprint.
• Proven track record designing and implementing world‑class partner and customer experiences through people, process, and technology.
• Demonstrated expertise in developing and executing operational improvement strategies for large‑scale, multi‑channel contact centers.
• Strong background in Lean, Six Sigma, or comparable continuous‑improvement methodologies, with measurable results.
• Exceptional storytelling and communication skills—able to translate complex concepts into relatable narratives for diverse audiences.
• Experience building, scaling, and leading large, geographically dispersed teams, including outsourced agents and senior managers.
• Comfortable thriving in fast‑paced, high‑growth environments and adept at managing change at scale.
• Master’s degree in Business Administration, Organizational Development, or a related field is preferred.

Preferred Qualifications & Skills

• Advanced certifications in Lean, Six Sigma (Black Belt or higher), or comparable process‑excellence programs.
• Hands‑on experience with AI‑enabled routing, workforce management platforms, and omnichannel CRM solutions.
• Deep understanding of financial metrics, budgeting, and P&L ownership for contact center operations.
• Fluency in multiple languages or experience managing multilingual support teams is a plus.
• Demonstrated ability to influence senior leadership and drive cross‑functional initiatives.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture while executing tactical details.
• People‑Centric Leadership: Empathy, coaching, and talent development are at the heart of your approach.
• Analytical Acumen: Data‑driven decision‑making with a focus on actionable insights.
• Innovation Mindset: Constantly seeking new technologies and processes to elevate the partner and customer journey.
• Resilience & Agility: Thrive under pressure and adapt quickly to evolving business needs.

Career Growth & Learning Opportunities

At arenaflex, leadership is a journey, not a destination. As Director of Global Partner & Customer Service, you will:

• Gain exposure to senior executives across the global enterprise, positioning you for future C‑suite opportunities.
• Lead high‑visibility transformation programs that shape the future of arenaflex’s digital and physical customer touchpoints.
• Access a robust learning ecosystem, including the arenaflex College Achievement Plan (100% tuition coverage), internal leadership academies, and mentorship from industry pioneers.
• Participate in cross‑functional rotations, allowing you to broaden expertise in retail operations, technology, and human resources.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary & Performance Bonuses: Market‑aligned compensation with annual incentive opportunities tied to operational excellence.
• Equity Participation: Enrollment in the arenaflex Equity Reward Program, enabling partners to share in the company’s long‑term success.
• Comprehensive Health Coverage: Multiple medical, dental, and vision plans to suit individual needs.
• Retirement Savings: 401(k) matching contributions and financial wellness resources.
• Flexible Work Arrangements: Fully remote role with the option to work from a home office; for those in the greater Seattle area, a hybrid model is available (up to two days per week on‑site).
• Paid Time Off & Sabbaticals: Generous vacation, holidays, and paid parental leave.
• Wellness & Lifestyle Benefits: Access to mental‑health resources, employee assistance programs, and a global coffee stipend.
• Continuous Learning: Full tuition reimbursement through the arenaflex College Achievement Plan, plus a library of online courses and certifications.

Work Environment & Culture

arenaflex prides itself on an inclusive, purpose‑driven culture where every voice matters. Our global teams collaborate across time zones, leveraging digital tools to stay connected, innovative, and aligned. We celebrate diversity, champion sustainability, and encourage community involvement. Whether you’re joining from a bustling city or a quiet home office, you’ll be part of a supportive network that values curiosity, authenticity, and impact.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We welcome applicants of all backgrounds, including people of color, women, LGBTQIA+ individuals, veterans, and persons with disabilities. All qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations are available upon request; please contact us at [email protected] or call 206‑318‑0660.

How to Apply

If you are ready to lead a high‑performing, globally distributed team and shape the future of partner and customer experiences at arenaflex, we want to hear from you. Click the link below to submit your application and join a company that inspires with every cup.

Apply Now

Join arenaflex – Inspire With Every Interaction

At arenaflex, every conversation is an opportunity to make a difference. As Director of Global Partner & Customer Service, you will empower thousands of partners and millions of customers worldwide, turning everyday moments into lasting connections. Take the next step in your leadership journey—apply today and become part of a purpose‑driven organization that values your expertise, ambition, and humanity.