Senior Director of Customer Care & Service Recovery – North America Contact Center Operations, Loyalty Growth, and Revenue Optimization Leader at arenaflex

About arenaflex – Pioneering Mobility Solutions

arenaflex is a global leader in mobility services, offering a portfolio of rental, leasing, and subscription solutions that empower millions of travelers each year. With a heritage of innovation and a commitment to sustainability, arenaflex operates a vast network of locations across North America, Europe, Asia, and beyond. Our brand is synonymous with reliability, convenience, and exceptional customer experiences. As we continue to evolve in a rapidly changing transportation landscape, we are looking for visionary leaders who can turn operational excellence into strategic growth.

Why This Role Matters

The Senior Director of Customer Care & Service Recovery is more than a managerial position—it is a catalyst for revenue generation, cost efficiency, and brand loyalty. In this role you will own the end‑to‑end customer experience after the transaction, shaping how millions of renters perceive arenaflex at the most critical touchpoint: when something goes wrong. Your leadership will directly influence top‑line performance, drive measurable improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT), and embed a culture where service recovery is a profit center rather than a cost center.

Key Responsibilities

1. Omni‑Channel Contact Center Leadership

• Direct the strategy, execution, and continuous improvement of phone, live chat, email, and agency‑driven support channels serving millions of customers across the United States, Canada, and Mexico.
• Set and monitor performance against critical metrics such as Service Level Agreements (SLAs), CSAT, cost‑per‑contact, and first‑call resolution.
• Manage vendor relationships, workforce planning, and technology roadmaps, ensuring the contact center platform remains cutting‑edge and scalable.
• Oversee revenue‑generating service interactions, including upsell of insurance replacements, rental extensions, and value‑added services.
• Coordinate with third‑party partners—body shops, insurance carriers, and logistics providers—to streamline the vehicle‑recovery journey and maximize fleet utilization.
• Develop and present regular financial reports that capture both cost savings and revenue impact, providing clear insight to senior leadership.

2. Service Recovery Transformation

• Design, pilot, and scale recovery workflows that turn problem resolution into repeat business and advocacy.
• Implement a data‑driven feedback loop that surfaces the most critical pain points, prioritizes fixes, and measures the impact on NPS and retention.
• Partner with product, sales, and finance teams to close service gaps, empower agents with decision‑making authority, and embed empathy into every interaction.
• Build talent development programs, incentive structures, and technology tools that make service recovery a high‑performance function.

3. Strategic Business Alignment

• Collaborate closely with the VP of Customer Experience, Revenue Management, Operations, and Product to align service initiatives with broader corporate objectives.
• Lead cross‑functional projects that integrate loyalty segmentation, predictive analytics, and personalized outreach to increase customer lifetime value.
• Champion a culture of continuous improvement, encouraging experimentation, rapid learning, and scalable best practices across distributed teams.

Essential Qualifications

• 10+ years of progressive leadership experience in high‑volume contact center, customer support, or loyalty program environments.
• Proven track record of delivering measurable improvements in both cost efficiency (e.g., reduced cost‑per‑contact) and revenue generation (e.g., upsell conversion rates).
• Deep understanding of customer segmentation, journey mapping, and the economics of service recovery.
• Strong analytical mindset with the ability to translate complex data sets into actionable strategies and clear business outcomes.
• Demonstrated success managing remote, distributed, and BPO‑partnered teams across multiple time zones.
• Expertise with modern contact center platforms (e.g., Genesys, NICE, Five9), CRM systems (e.g., Salesforce), and automation tools (e.g., chatbots, RPA).
• Exceptional communication and influencing skills—comfortable presenting to executive leadership and coaching front‑line staff.

Preferred Qualifications

• Experience in the automotive rental or mobility‑as‑a‑service industry, preferably with a legacy brand undergoing digital transformation.
• Advanced degree in Business Administration, Operations Management, or a related field.
• Certification in Six Sigma, Lean, or other process‑improvement methodologies.
• Hands‑on experience designing and launching AI‑driven self‑service solutions.
• Track record of launching loyalty or retention programs that achieved double‑digit growth in repeat usage.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture, anticipate market shifts, and position arenaflex as a leader in post‑transaction experience.
• Operational Excellence: Mastery of KPI management, workforce optimization, and vendor governance.
• Customer‑Centric Mindset: Deep empathy for the customer, coupled with a relentless drive to turn complaints into brand advocates.
• Data‑Driven Decision Making: Proficiency in analytics tools, dashboard creation, and translating insights into concrete actions.
• Leadership & Influence: Talent for building high‑performing teams, fostering collaboration, and navigating complex organizational dynamics.
• Technology Savvy: Comfort with emerging contact‑center technologies, automation, and integration architectures.

Culture & Work Environment at arenaflex

arenaflex prides itself on an inclusive, innovative, and fast‑moving culture. Our teams are empowered to experiment, learn quickly, and make an impact from day one. We celebrate diversity of thought, background, and experience, believing that a broad range of perspectives fuels better decision‑making and stronger customer connections. Flexible work arrangements, remote‑first options, and a supportive leadership team ensure you can thrive both professionally and personally.

Compensation, Benefits & Perks

• Competitive base salary starting at $175,000, with performance‑based annual bonus and profit‑sharing opportunities.
• Generous vehicle allowance for personal and professional use, plus up to 40% discount on arenaflex rentals.
• Comprehensive health, dental, and vision plans with multiple plan options.
• 401(k) retirement plan with employer matching contributions.
• Paid parental leave, adoption assistance, and flexible paid time off policies.
• Employee Assistance Program (EAP) for you and your family, covering counseling, legal, and financial services.
• Education reimbursement, professional development grants, and access to industry conferences.
• Voluntary insurance options—including pet, critical illness, and identity theft coverage.
• Exclusive discounts on theme‑park tickets, gym memberships, and a variety of lifestyle partners.

Career Growth & Development

At arenaflex, leadership is a journey, not a title. As Senior Director, you will be positioned to influence board‑level strategy, mentor emerging leaders, and shape the future of customer experience across a global enterprise. You will have access to executive coaching, cross‑functional rotation programs, and a clear pathway to senior vice‑presidential roles. Our commitment to continuous learning means you will stay at the forefront of CX innovation, AI‑driven automation, and data analytics.

Application Process

If you are a visionary leader who thrives at the intersection of operational rigor and customer empathy, we want to hear from you. Join arenaflex and help us redefine how millions of people experience mobility every day. To apply, please click the link below and submit your resume, cover letter, and any supporting materials that showcase your impact on service recovery and revenue growth.

Apply Now – Senior Director of Customer Care & Service Recovery

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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 applicable law.