Experienced Director of Customer Service – Global Operations and Strategy

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving business growth and improving operational efficiency in a fast-paced, dynamic environment? If so, we want to hear from you! arenaflex is seeking an experienced Director of Customer Service to join our team and help shape the future of our customer service strategy.

About arenaflex

arenaflex is a leading global entertainment company that is revolutionizing the way people consume media. With a diverse range of content and a commitment to innovation, we are constantly pushing the boundaries of what is possible. Our customer service team is at the heart of our business, and we are looking for a talented leader to help us deliver exceptional experiences to our customers.

The Role

As Director of Customer Service, you will be responsible for leading our customer service operations across Mexico, Peru, and Brazil. You will work closely with our global customer service leadership team to identify opportunities for improvement and implement strategies to drive business growth and operational efficiency. Your expertise will be essential in shaping our customer service strategy and ensuring that we deliver exceptional experiences to our customers.

Key Responsibilities

* Direct current operations in Mexico, Peru, and Brazil, driving ideal execution and efficiency

• Build a culture that upholds our mission to make the arenaflex experience stunningly better
• Develop and maintain a high-performing team culture where employees are highly engaged and motivated
• Collaborate closely with site authority and global customer service management to deliver unparalleled service and support to arenaflex customers while achieving year-over-year cost efficiency
• Lead and drive support projects and new initiatives that enable us to gain insights and identify best practices to share across the global CS organization
• Create, develop, and implement new techniques and work processes to manage operational scale efficiently
• Support your team as a resource for heightening and eliminating barriers
• Build strong bridges and tight partnerships with cross-functional partners

Requirements

* 10+ years of experience leading and managing large-scale operations at a multi-country level (1000+ employees)

• Demonstrated experience creating and driving high-performing teams in a culture of excellence
• History of building strong relationships within CS and cross-functional teams
• Understanding of electronic content and streaming technologies
• Knowledge of and experience managing cross-functional teams (i.e., WFM, Learning and Development, Insights, etc.)
• Strong analytical skills with the ability to interpret and summarize complex performance and customer data patterns to drive meaningful plans that are effective to the business
• Experience presenting reports, trends, and recommendations to the team and senior leadership
• Demonstrated ability to track, measure, and advance multi-talented - multicultural team operations
• Excellent communication skills with the ability to voice opinions and provide feedback
• Strong communication skills in multiple formats (one-on-one to large all-hands) and configurations (written, casual, or formal presentations, team meetings, etc.)
• You thrive in a fast-paced environment, have a high level of academic interest, and have an objective-oriented entrepreneurial mindset
• Ability to collaborate, influence, and partner effectively with senior internal stakeholders
• Demonstrated ability to lead through change, ambiguity, and growth
• Exhibited history of advancing, testing assumptions, and executing better methodologies

What We Offer

* Competitive salary package commensurate with experience

• Opportunity to work with a global entertainment company that is revolutionizing the way people consume media
• Collaborative and dynamic work environment
• Professional development opportunities to help you grow your career
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off

How to Apply

If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. Apply for this job