At arenaflex, we're on a mission to revolutionize the way teams and organizations work together to deliver their best work. As a leader in cloud-based work execution, we empower millions of people worldwide to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. We're now seeking a highly skilled and experienced Director, Global Customer Care Operations to join our team and help us take our customer care organization to the next level.
**About arenaflex**
arenaflex was founded in 2005 on the idea that teams and individuals deserve a better way to deliver their best work. Today, we're a leading provider of cloud-based work execution solutions, with a platform that enables organizations to plan, capture, track, automate, and report on work at scale. Our mission is to empower teams and organizations to work more efficiently, effectively, and collaboratively, resulting in better business outcomes and a more fulfilling work experience.
**Job Summary**
We're looking for a seasoned leader with deep customer care and business operations experience to help us evolve our customer care organization internally and externally, globally. As a Director, Global Customer Care Operations, you'll be responsible for setting and executing on a customer service strategy across our global customer operations, managing external vendors contracts, leading an internal team, and building out and expanding our care organization into 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 across our global care organization.
**Key Responsibilities**
As a Director, Global Customer Care Operations, you'll be responsible for:
* Leading care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs
* Establishing and evolving reporting on SLAs, KPIs, and other relevant insights; regularly presenting data to leadership
* Managing customer care vendors and SaaS tool relationships
* Driving case management processes and automation for tiered support in case management system and across the organization
* Evaluating existing systems and processes and implementing redesigns to improve KPIs and efficiency
* Managing and growing global workforce management, scheduling, and forecasting function for global support organization
* Establishing clear and measurable goals for the customer service teams; developing applicable metrics and tracking achievement of goals
* Overseeing the deployment of technology and features that improve the customer experience, alleviate the burden on our agents, and facilitate efficient operations
* Acting as a change agent, systematically driving continuous improvement and operational excellence
* Staying abreast of overall business targets, schedules, and activities
* Working closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges
* Leading other groups to address customer-impacting issues, armed with clear, data-driven business cases
* Following emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities
* Creating and managing process and training for encouraging retention in all customer communications
* Preparing forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc building a sustainable estimation model
* Managing the appropriate budgets and ensuring staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs
* Overseeing the training and development of current/new hires to provide the level of service that exceeds customer expectations as well as ongoing training needs
* Ensuring full compliance with all regulations, compliance, and audit reports
* Overseeing the Quality and change management processes across the global care organization to ensure best customer experience
**Essential Qualifications**
To be successful in this role, you'll need:
* A minimum of a Bachelor's degree (Master's or other advanced degree preferred)
* 10+ years of customer service, call center operations, and/or consulting experience
* 5+ years of experience in a management role (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**
While not required, the following qualifications would be a plus:
* Experience working in a cloud-based environment
* Familiarity with arenaflex's products and services
* Experience working with global teams and managing cross-functional projects
* Certification in customer service, call center operations, or a related field
**What We Offer**
As a Director, Global Customer Care Operations at arenaflex, you'll enjoy a comprehensive benefits package, including:
* 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 with a passion for customer care and business operations, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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