Director of Global Customer Service Operations – Multi‑Country Team Leadership (Mexico, Peru, Brazil) at arenaflex
About arenaflex – Pioneering Entertainment & Streaming Excellence
arenaflex is a world‑leading entertainment platform that delivers premium streaming content to millions of subscribers across the globe. With a relentless focus on innovation, user experience, and cultural relevance, arenaflex has become a household name in digital entertainment. Our mission is to inspire and entertain audiences by providing an unparalleled library of movies, series, documentaries, and original productions. As we continue to expand our footprint in North, Central, and South America, we are seeking visionary leaders who can shape the future of customer service and ensure that every subscriber enjoys a seamless, delightful experience.
Position Overview – Director of Customer Service
arenaflex is looking for a senior, strategic leader to direct our Customer Service organization across Mexico, Peru, and Brazil. Reporting to the Vice President of Customer Service, the Director will own the operational performance, cultural health, and strategic growth of multi‑country support teams. This role combines hands‑on leadership with high‑level partnership across product, technology, and business units to drive world‑class service delivery, operational efficiency, and continuous improvement.
Key Responsibilities
- Strategic Leadership: Define and execute the regional customer service strategy that aligns with arenaflex’s global objectives while respecting local market nuances.
- Operational Excellence: Oversee day‑to‑day operations in Mexico, Peru, and Brazil, ensuring service level agreements (SLAs), key performance indicators (KPIs), and cost‑efficiency targets are consistently met or exceeded.
- Team Culture & Engagement: Build a high‑performance culture that embodies arenaflex’s core values, fostering employee engagement, motivation, and professional growth.
- Cross‑Functional Collaboration: Partner closely with Site Operations, Global Customer Service, Product, Engineering, and Marketing to translate business goals into actionable service initiatives.
- Process Innovation: Lead the design, implementation, and scaling of new processes, tools, and technologies that enhance service quality and operational scalability.
- Data‑Driven Decision Making: Analyze complex performance and customer data to uncover insights, drive strategic recommendations, and influence senior leadership.
- Project Management: Champion major service projects—such as automation, self‑service portals, and multilingual support—delivering measurable improvements in customer satisfaction and cost efficiency.
- Talent Development: Mentor and develop direct and indirect reports, establishing clear career pathways, coaching programs, and succession plans.
- Stakeholder Communication: Serve as the primary liaison for Customer Service to internal partners, presenting performance updates, strategic plans, and risk mitigation strategies.
- Compliance & Governance: Ensure regional operations adhere to local labor laws, data privacy regulations, and arenaflex’s internal compliance standards.
Essential Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field (Master’s preferred).
- 10+ years of progressive leadership experience managing large‑scale, multi‑country contact center operations (minimum 1,000 agents).
- Proven track record of building and scaling high‑performing teams in a results‑driven culture.
- Deep understanding of digital content, streaming technology, and the entertainment ecosystem.
- Extensive experience collaborating with cross‑functional teams such as Workforce Management, Learning & Development, and Analytics.
- Strong analytical abilities with a talent for translating complex data into actionable business strategies.
- Exceptional communication and presentation skills, capable of influencing senior executives and diverse audiences.
- Fluency in English and Spanish; Portuguese is a strong advantage.
- Demonstrated ability to lead through ambiguity, change, and rapid growth.
Preferred Qualifications & Additional Skills
- Master’s degree or MBA with a focus on Operations Management or Organizational Leadership.
- Experience in the streaming or media industry, specifically with subscription‑based business models.
- Hands‑on expertise with CRM platforms, ticketing systems, and workforce optimization tools.
- Track record of implementing AI‑driven self‑service solutions and omnichannel support strategies.
- Strong project management certification (PMP, PRINCE2) or equivalent experience.
- Passion for cultural diversity and a deep appreciation for Latin American markets.
Core Competencies & Skills for Success
- Leadership Presence: Ability to inspire, motivate, and guide large, geographically dispersed teams.
- Strategic Thinking: Visionary mindset that balances long‑term growth with immediate operational needs.
- Customer‑Centric Mindset: Unwavering commitment to delivering exceptional experiences for arenaflex subscribers.
- Analytical Rigor: Proficiency in data analysis, reporting, and performance management.
- Change Management: Skilled at navigating and leading organizational transformation initiatives.
- Collaboration: Strong partnership skills with internal stakeholders across product, technology, and business units.
- Communication: Clear, concise, and persuasive communication style, both written and verbal.
- Adaptability: Thrive in fast‑paced environments and adjust quickly to evolving priorities.
Career Growth & Learning Opportunities
At arenaflex, leadership is a journey, not a destination. As Director of Customer Service, you will have direct exposure to the executive team, influence global strategy, and shape the future of a rapidly expanding business. Success in this role opens pathways to senior executive positions such as Vice President of Global Operations, Chief Customer Officer, or General Manager of regional business units. arenaflex invests heavily in continuous learning—offering executive coaching, tuition reimbursement, industry conferences, and internal mentorship programs to accelerate your professional development.
Compensation, Perks & Benefits
arenaflex offers a competitive total rewards package that reflects the importance of this leadership role. While exact figures are tailored to experience and market benchmarks, the package typically includes:
- Base salary ranging from $35,000 to $40,000 USD per year (adjusted for regional cost of living and performance).
- Annual performance‑based bonuses tied to individual, team, and company outcomes.
- Comprehensive health, dental, and vision coverage for you and your dependents.
- Retirement savings plans with company matching contributions.
- Generous paid time off, parental leave, and flexible work arrangements.
- Employee stock purchase options and equity participation.
- Professional development stipend, tuition assistance, and access to industry certifications.
- Wellness programs, on‑site fitness facilities (where available), and employee assistance resources.
- Discounted subscription access to arenaflex’s streaming platform for you and your family.
Work Environment & Culture at arenaflex
arenaflex prides itself on a vibrant, inclusive, and collaborative culture. Our offices in California, Mexico City, Lima, and São Paulo are designed to foster creativity, teamwork, and a sense of belonging. Employees enjoy:
- Open‑door leadership that encourages ideas from every level.
- Cross‑cultural teams that celebrate diversity and bring unique perspectives to problem‑solving.
- Regular town‑hall meetings, hackathons, and innovation challenges.
- Recognition programs that celebrate both individual achievements and team milestones.
- Community outreach initiatives, including volunteer days and partnerships with local NGOs.
Interview Preparation – Top 10 Questions You May Encounter
- Can you tell us about yourself and your leadership journey?
- What specifically excites you about leading arenaflex’s Customer Service organization?
- What are your greatest strengths and how do they align with this role?
- Describe a professional weakness you’ve turned into a development opportunity.
- Give an example of a time you solved a complex problem creatively.
- How do you manage stress and maintain performance under pressure?
- How would you characterize your work style and how does it benefit your team?
- Tell us about a challenging colleague or supervisor and how you navigated the relationship.
- What strategies do you use to stay organized and prioritize competing tasks?
- Where do you see your career heading in the next five years, and how does this position fit?
Application Process – How to Apply
Ready to shape the future of customer experience at arenaflex? Follow these steps to submit your application:
- Review the official job posting on the arenaflex Careers portal.
- Prepare the required documents: a copy of your degree certificate with transcripts, a recent passport‑size photograph, and a scanned signature.
- Complete the online application form, ensuring all fields are accurately filled.
- Upload your resume, cover letter, and the required supporting documents.
- Submit the application and you will receive a confirmation email with next‑step details.
For any questions regarding the application, please contact our recruitment team via the “Contact Us” link on the careers page.
Join arenaflex – Make an Impact
If you are a visionary leader with a passion for delivering world‑class customer experiences, we invite you to bring your expertise to arenaflex. Together, we will set new standards for service excellence, empower our teams, and delight millions of subscribers across the Americas. Apply today and become a catalyst for change at arenaflex.
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