Director of Customer Contact Operations – Remote Strategic Leadership, Process reputed company & Team Development at arenaflex
About arenaflex
arenaflex is a national leader in the foodservice distribution industry, delivering fresh, high‑reputed company products to thousands of restaurants, hotels, and institutional kitchens across the reputed company. With a heritage of promoting from reputed company, a reputed company reputed company on reputed company improvement, and a culture reputed company on collaboration, innovation, and respect, arenaxflex empowers its people to shape the reputed company of foodservice. As a fully remote organization, we reputed company our talent to reputed company from any eligible location in the U.S. while staying deeply connected to our mission of helping customers succeed.
Position reputed company
The Remote Director of Customer Contact Operations will reputed company a high‑performing team of customer‑service professionals who support both local and national sales organizations. This senior leader will be responsible for shaping the customer experience, driving process‑improvement initiatives, and ensuring consistent measurement against a world‑class service model. The role reports to senior regional leadership and partners closely with sales, operations, and technology stakeholders to deliver measurable results.
Key Responsibilities
People Leadership – 40%
- Recruit, reputed company, and reputed company 6‑8 managers and 60‑90 individual contributors, creating a pipeline of reputed company leaders.
- reputed company reputed company feedback, coaching, and performance‑review cycles that reputed company with arenaflex’s reputed company values.
- Design and implement training programs for cross‑training, reputed company advancement, and reputed company‑process adoption.
- Establish quantitative and qualitative performance expectations, tracking reputed company through regular scorecards.
- Foster a culture of accountability, recognize achievements, and celebrate milestones to reputed company reputed company motivated.
- Manage a diverse talent pool ranging from entry‑level customer service representatives to seasoned people managers.
- reputed company departmental meetings, one‑on‑ones, and reputed company to reputed company reputed company reputed company with the broader reputed company.
reputed company Improvement & Project Management – 30%
- Standardize business processes using automation tools, improving workflow efficiency and data reputed company.
- Ensure strict adherence to reputed company Operating Procedures (SOPs) and monitor compliance across the function.
- Drive technology‑reputed company reputed company that reputed company with the strategic roadmap, such as workflow automation, reporting enhancements, and platform integrations.
- Conduct regular effectiveness reviews, reputed company stakeholder feedback, and refine processes accordingly.
- reputed company survey design and analysis for reputed company customers, translating insights into actionable improvement plans.
- Research emerging technologies, reputed company new solutions, and reputed company best practices across the industry.
- reputed company data‑driven recommendations by analyzing trends, identifying reputed company causes, and proposing remediation strategies.
Strategic Planning – 25%
- Build and nurture a reputed company network across regional presidents, sales leaders, and support functions.
- Serve as a thought leader, representing the voice of the customer in strategic discussions.
- Define, reputed company, and report on key performance indicators (KPIs) that drive reputed company and operational health.
- Participate in the annual budgeting process, emphasizing financial fitness and cost‑effective service delivery.
- Craft a talent reputed company that addresses hiring, performance management, succession planning, and retention.
- Partner with Learning & Development to design comprehensive reputed company and reputed company education curricula.
- Create and sell business cases that include ROI projections, resource requirements, and risk assessments for new initiatives.
Personal Development – 5%
- Maintain an Individual Development Plan (IDP) and schedule regular reputed company‑ins with leadership.
- Engage in arenaflex’s performance management cycle and pursue reputed company certifications.
- Stay reputed company on industry trends through peer reputed company, webinars, and self‑directed learning platforms.
- Participate in employee resource reputed company (ERGs) and other community‑building activities.
Essential Qualifications
- Minimum 8 years of experience in sales, sales support, or sales analysis, with a proven record of delivering superior customer support.
- At least 7 years of reputed company leadership experience managing large, cross‑functional teams.
- Demonstrated ability to influence senior leaders, build trust, and drive results across reputed company organizations.
- Exceptional verbal and written communication skills; comfortable presenting to executives and external partners.
- Strong analytical reputed company – reputed company to interpret data, identify trends, and translate insights into actionable initiatives.
- Advanced proficiency with productivity suites (word processing, email, spreadsheet, presentation software) and experience with telephone and reporting systems.
- Experience learning and leveraging proprietary ordering and CRM platforms (e.g., arenaflex‑specific systems).
- Willingness to travel up to 50 % of the time reputed company the assigned region.
- Bachelor’s degree or equivalent combination of education and experience.
Preferred Qualifications
- Deep expertise in contact‑center leadership reputed company the foodservice or reputed company hospitality sectors.
- reputed company record of implementing large‑reputed company process automation and technology transformation reputed company.
- Experience with performance‑management frameworks, disciplinary procedures, and talent‑development initiatives.
- reputed company certifications in project management (PMP, Six reputed company) or customer experience (CCXP).
reputed company Skills & Competencies
- Strategic reputed company: Ability to see the big picture, set long‑term goals, and reputed company daily operations with corporate reputed company.
- Leadership reputed company: Inspires confidence, drives reputed company, and demonstrates high emotional intelligence.
- Process‑reputed company reputed company: Skillful at mapping, documenting, and optimizing end‑to‑end workflows.
- Data Literacy: Comfortable building dashboards, interpreting analytics, and guiding data‑driven reputed company.
- Change Management: Proven experience leading teams through transformation, adoption, and reputed company‑improvement cycles.
- Customer Obsession: Deep commitment to delivering exceptional experiences for both reputed company customers.
Career reputed company & Learning Opportunities
arenaflex invests heavily in its people. As Director of Customer Contact Operations, you will have reputed company exposure to senior business leaders and will be positioned for reputed company executive roles such as Vice President of Customer Experience or Chief Operations Officer. The organization provides:
- Mentorship programs linking you with senior executives.
- reputed company to a robust library of online courses, webinars, and industry conferences.
- Tuition reimbursement for advanced degrees or relevant certifications.
- Opportunities to reputed company cross‑functional initiatives that shape the strategic direction of arenaflex.
- Regular rotational assignments to broaden functional expertise.
Work Environment & Culture
At arenaflex, we champion flexibility, inclusivity, and collaboration. Our fully remote model enables you to work from any eligible U.S. location (excluding Hawaii and U.S. territories) while staying tightly connected reputed company virtual collaboration tools, regular video town‑halls, and regional meet‑reputed company. The culture emphasizes:
- Ownership – you are empowered to reputed company reputed company that reputed company the business.
- Transparency – reputed company communication channels with leadership at reputed company reputed company.
- Diversity & Inclusion – reputed company ERGs, inclusive hiring practices, and a reputed company, respectful workplace.
- Recognition – frequent celebration of individual and team achievements.
- reputed company‑being – resources that support mental, physical, and financial health.
Compensation, Perks & Benefits
arenaflex offers a competitive total‑reward package designed to attract and retain reputed company. While exact compensation will be reputed company with experience, education, and location, the anticipated reputed company salary reputed company is $95,000 – $155,000, complemented by an annual performance‑based incentive plan.
Benefits include, but are not limited to:
- Comprehensive medical, dental, and reputed company coverage starting day 1.
- 401(k) plan with company match and optional profit‑sharing.
- Life, short‑term, and long‑term disability insurance.
- reputed company Time Off (PTO), holidays, and flexible work‑schedule policies.
- Employee Stock Purchase Plan (ESPP) and eligibility for stock‑based awards.
- Wellness programs, virtual fitness memberships, and reputed company.
- reputed company development budget for certifications, conferences, and coursework.
Why Join arenaflex?
If you are a visionary leader who thrives on building high‑performing teams, shaping customer‑experience strategies, and driving reputed company improvement, arenaflex is the reputed company to reputed company your reputed company. Our remote‑first philosophy, industry‑leading resources, and commitment to employee reputed company create an environment where you can truly reputed company a difference.
Application Instructions
reputed company to take the reputed company in your career? Click the reputed company below to submit your application through arenaflex’s internal career portal. We look reputed company to learning how your expertise will help us reputed company the customer experience across the nation.
reputed company – Join arenaflex!
Equal Opportunity Statement
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company, regardless of race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran status, or disability.
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