Experienced Full Stack Customer Service Director – Global Operations and Strategy

At arenaflex, we're on a mission to revolutionize the way people experience entertainment and storytelling. As a leader in the streaming industry, we're constantly pushing the boundaries of innovation and excellence. We're now seeking a seasoned and visionary Director of Customer Service to join our team and drive our customer care strategy forward.

About arenaflex

arenaflex is a global entertainment powerhouse that has disrupted the traditional television and film industries. With a vast library of content, cutting-edge technology, and a passionate community of subscribers, we're committed to delivering an unparalleled viewing experience. Our customer-centric approach has earned us a reputation for excellence, and we're now looking for a talented leader to help us take our customer service to the next level.

Job Summary

We're seeking an experienced and results-driven Director of Customer Service to lead our customer care operations across Mexico, Peru, and Brazil. As a key member of our global customer service team, you'll be responsible for driving exceptional customer experiences, building high-performing teams, and shaping our customer service strategy to meet the evolving needs of our business. If you're a seasoned leader with a passion for customer service, a track record of driving business growth, and a commitment to excellence, we want to hear from you.

Key Responsibilities

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

• Build a culture that upholds our core mission to make the Netflix experience stunningly better
• Develop and maintain a high-performing presentation 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 Netflix customers while achieving YoY 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 functional scale efficiently
• Support your team as a resource for heightening and eliminating barriers
• Build strong bridges and tight partnerships with cross-functional partners

Essential Qualifications

* 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 superior execution culture
• 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 teams
• Excellent interpersonal 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, informal or formal presentations, group meetings, etc.)
• You thrive in a fast-paced environment, have a high level of academic interest, and have an objective-driven entrepreneurial mentality
• Ability to collaborate, influence, and partner effectively with senior internal stakeholders
• Demonstrated ability to lead through change, uncertainty, and growth
• Exhibited history of advancing, testing assumptions, and executing better methodologies

Preferred Qualifications

* Experience working in a customer-centric organization with a strong focus on customer experience and satisfaction

• Knowledge of and experience with customer relationship management (CRM) systems
• Familiarity with data analytics and business intelligence tools
• Experience leading and managing teams in a matrixed organization
• Strong understanding of the streaming industry and its trends

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Director of Customer Service, you'll have access to a range of learning and development opportunities, including:

• Regular training and development programs to enhance your skills and knowledge
• Opportunities to work on high-profile projects and initiatives
• Collaborative and dynamic work environment with a talented team of professionals
• Recognition and rewards for outstanding performance and contributions
• Opportunities for career advancement and professional growth

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We're committed to creating a work environment that's inclusive, supportive, and empowering. As a Director of Customer Service, you'll be part of a global team that's passionate about delivering exceptional customer experiences. Our company culture is built on the following values:

• Customer obsession: We're obsessed with delivering an unparalleled customer experience
• Innovation: We're constantly pushing the boundaries of innovation and excellence
• Collaboration: We work together to achieve our goals and objectives
• Inclusion: We value diversity, equity, and inclusion in all aspects of our business
• Accountability: We're accountable for our actions and our results

Compensation, Perks, and Benefits

As a Director of Customer Service at arenaflex, you'll receive a competitive salary and benefits package, including:

• Base salary: $35-$40/hour
• Bonus and incentive programs
• Comprehensive health insurance
• Retirement savings plan
• Paid time off and holidays
• Access to a range of employee benefits and perks

How to Apply

If you're a seasoned leader with a passion for customer service, a track record of driving business growth, and a commitment to excellence, we want to hear from you. To apply for this role, please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply To this Job Apply for this job Apply for this job