**Director, Global Customer Care Operations (Remote Eligible) at arenaflex**

At arenaflex, we're revolutionizing the way teams and millions of people worldwide deliver their very best work. As a leading cloud-based platform for work execution, we empower organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. We're now seeking an exceptional leader to join our team as a Director, Global Customer Care Operations. This role is a unique opportunity to shape the future of customer care at arenaflex and drive operational excellence across our global customer operations. **About arenaflex** arenaflex was founded in 2005 on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we're a leading provider of cloud-based work execution platforms, empowering organizations to achieve more with less. Our mission is to help teams and organizations work smarter, not harder, and to deliver exceptional results. We're committed to fostering an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members, who represent the diverse needs of our customers. **Job Summary** We're seeking a highly experienced and strategic leader to drive the evolution of our customer care organization globally. As a Director, Global Customer Care Operations, you'll be responsible for setting and executing on a customer service strategy across arenaflex's global customer operations, managing external vendors, leading an internal team, and building out a customer success-inspired operationally efficient global organization. You'll be the voice of the customer, providing insight and metrics on historic and anticipated challenges, and driving continuous improvement and operational excellence. **Key Responsibilities** • Lead care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs • Establish and evolve reporting on SLAs, KPIs, and other relevant insights; regularly present data to leadership • Manage customer care vendors and SaaS tool relationships • Drive case management processes and automation for tiered support in case management system and across the organization • Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency • Manage and grow global workforce management, scheduling, and forecasting function for global support organization • Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals • Oversee the deployment of technology and features that improve the customer experience, alleviate the burden on our agents, and facilitate efficient operations • Act as a change agent, systematically driving continuous improvement and operational excellence • Stay abreast of overall business targets, schedules, and activities • Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges • Lead other groups to address customer-impacting issues, armed with clear, data-driven business cases • Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities • Create and manage process and training for encouraging retention in all customer communications • Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc building a sustainable estimation model • Manage the appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs • Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations as well as ongoing training needs • Ensure full compliance with all regulations, compliance, and audit reports • Oversee the Quality and change management processes across the global care organization to ensure best customer experience **Essential Qualifications** • A minimum of a Bachelor's degree is preferred. Master's or other advanced degree is preferred • 10+ years of customer service, call center operations, and/or consulting experience • 5+ years of experience in a management role preferred • 5+ years of experience managing BPO/customer service/call-center vendors preferred • Experience presenting to senior leadership, partnering cross-functionally, and driving change • Complete understanding of call center operations, vendor management, Workforce management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony • Demonstrated leadership and ability to work independently with minimal direction • Demonstrated ability to establish a positive working environment, coach and guide teams • Manage quarterly planning process for team goals and initiatives • Manage PMO driving methodology, workspace and oversee overall projects for global support organization across different functions • Own and drive global Support monthly, quarterly and annual business reviews, offsites and team building activities • Own employee engagement and retention initiatives with rewards programs, career progression, etc • Demonstrated ability developing streamlined onboarding and training programs • Established competency in creating and rolling out customer service processes, policies, and procedures • Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements • Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects from concept to deployment **Preferred Qualifications** • Experience working in a cloud-based environment • Experience with customer relationship management (CRM) software • Experience with call center software tools and cloud-based telephony • Experience with workforce management and scheduling software • Experience with project management methodologies and tools • Experience with data analysis and reporting tools • Experience with customer service process improvement and optimization • Experience with employee engagement and retention initiatives • Experience with change management and organizational development **Skills and Competencies** • Strong leadership and management skills • Excellent communication and interpersonal skills • Strong analytical and problem-solving skills • Ability to work independently with minimal direction • Ability to establish a positive working environment and coach and guide teams • Strong knowledge of call center operations, vendor management, Workforce management, operating procedures, and performance metrics • Strong knowledge of CRM, call center software tools, and cloud-based telephony • Ability to prioritize and manage multiple priorities successfully • Proven ability to manage improvement projects from concept to deployment • Strong problem-solving skills and sound decision-making • Highly developed analytical experience and ability to analyze data, identify issues, and implement process improvements **Career Growth Opportunities and Learning Benefits** • Opportunities for professional growth and development, including access to Audible for Business and LinkedIn Learning online courses • Collaborative and inclusive work environment that encourages learning and growth • Opportunities to work on high-impact projects and initiatives that drive business results • Regular feedback and coaching to support career development and growth • Opportunities to develop and improve skills and competencies through training and development programs **Work Environment and Company Culture** • arenaflex is a remote-friendly company, offering flexible work arrangements and teleworking options • Collaborative and inclusive work environment that encourages learning and growth • Opportunities to work on high-impact projects and initiatives that drive business results • Regular feedback and coaching to support career development and growth • Opportunities to develop and improve skills and competencies through training and development programs • arenaflex is committed to fostering an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members, who represent the diverse needs of our customers **Compensation, Perks, and Benefits** • 100% employer-paid medical, dental, and vision coverage for full-time employees • Equity - Restricted Stock Units (RSUs) Equity with all offers • Lucrative Employee Stock Purchase Program (15% discount) • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) • Monthly stipend to support your work and productivity • 15 days PTO to start, plus Flexible Sick Leave • Teleworking options from any registered location in the U.S. (role specific) • Up to 24 weeks of Parental Leave • Personal paid Volunteer Day to support our community • Opportunities for professional growth and development, including access to Audible for Business and LinkedIn Learning online courses • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal arenaflex account **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. **How to Apply** If you're a motivated and experienced leader who is passionate about delivering exceptional customer care, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job