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About arenaflex
arenaflex is a national leader in the foodservice distribution industry, delivering fresh, high‑quality products to thousands of restaurants, hotels, and institutional kitchens across the United States. With a heritage of promoting from within, a relentless focus on continuous improvement, and a culture built on collaboration, innovation, and respect, arenaxflex empowers its people to shape the future of foodservice. As a fully remote organization, we enable our talent to thrive from any eligible location in the U.S. while staying deeply connected to our mission of helping customers succeed.
Position Summary
The Remote Director of Customer Contact Operations will lead 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, onboard, and develop 6‑8 managers and 60‑90 individual contributors, creating a pipeline of future leaders.
- Provide continuous feedback, coaching, and performance‑review cycles that align with arenaflex’s core values.
- Design and implement training programs for cross‑training, skill advancement, and standard‑process adoption.
- Establish quantitative and qualitative performance expectations, tracking progress through regular scorecards.
- Foster a culture of accountability, recognize achievements, and celebrate milestones to keep the team motivated.
- Manage a diverse talent pool ranging from entry‑level customer service representatives to seasoned people managers.
- Lead departmental meetings, one‑on‑ones, and strategic communications to keep the team aligned with the broader vision.
Continuous Improvement & Project Management – 30%
- Standardize business processes using automation tools, improving workflow efficiency and data quality.
- Ensure strict adherence to Standard Operating Procedures (SOPs) and monitor compliance across the function.
- Drive technology‑focused projects that align with the strategic roadmap, such as workflow automation, reporting enhancements, and platform integrations.
- Conduct regular effectiveness reviews, gather stakeholder feedback, and refine processes accordingly.
- Lead survey design and analysis for internal and external customers, translating insights into actionable improvement plans.
- Research emerging technologies, pilot new solutions, and benchmark best practices across the industry.
- Develop data‑driven recommendations by analyzing trends, identifying root causes, and proposing remediation strategies.
Strategic Planning – 25%
- Build and nurture a collaborative network across regional presidents, sales leaders, and support functions.
- Serve as a thought leader, representing the voice of the customer in strategic discussions.
- Define, track, and report on key performance indicators (KPIs) that drive excellence and operational health.
- Participate in the annual budgeting process, emphasizing financial fitness and cost‑effective service delivery.
- Craft a talent strategy that addresses hiring, performance management, succession planning, and retention.
- Partner with Learning & Development to design comprehensive onboarding and continuous 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 check‑ins with leadership.
- Engage in arenaflex’s performance management cycle and pursue professional certifications.
- Stay current on industry trends through peer groups, webinars, and self‑directed learning platforms.
- Participate in employee resource groups (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 progressive leadership experience managing large, cross‑functional teams.
- Demonstrated ability to influence senior leaders, build trust, and drive results across complex organizations.
- Exceptional verbal and written communication skills; comfortable presenting to executives and external partners.
- Strong analytical mindset – able 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 within the assigned region.
- Bachelor’s degree or equivalent combination of education and experience.
Preferred Qualifications
- Deep expertise in contact‑center leadership within the foodservice or related hospitality sectors.
- Track record of implementing large‑scale process automation and technology transformation projects.
- Experience with performance‑management frameworks, disciplinary procedures, and talent‑development initiatives.
- Professional certifications in project management (PMP, Six Sigma) or customer experience (CCXP).
Core Skills & Competencies
- Strategic Vision: Ability to see the big picture, set long‑term goals, and align daily operations with corporate strategy.
- Leadership Presence: Inspires confidence, drives consensus, and demonstrates high emotional intelligence.
- Process‑Centric Mindset: Skillful at mapping, documenting, and optimizing end‑to‑end workflows.
- Data Literacy: Comfortable building dashboards, interpreting analytics, and guiding data‑driven decisions.
- Change Management: Proven experience leading teams through transformation, adoption, and continuous‑improvement cycles.
- Customer Obsession: Deep commitment to delivering exceptional experiences for both internal and external customers.
Career Growth & Learning Opportunities
arenaflex invests heavily in its people. As Director of Customer Contact Operations, you will have direct exposure to senior business leaders and will be positioned for future executive roles such as Vice President of Customer Experience or Chief Operations Officer. The organization provides:
- Mentorship programs linking you with senior executives.
- Access to a robust library of online courses, webinars, and industry conferences.
- Tuition reimbursement for advanced degrees or relevant certifications.
- Opportunities to lead 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 via virtual collaboration tools, regular video town‑halls, and regional meet‑ups. The culture emphasizes:
- Ownership – you are empowered to make decisions that impact the business.
- Transparency – open communication channels with leadership at all levels.
- Diversity & Inclusion – active ERGs, inclusive hiring practices, and a safe, respectful workplace.
- Recognition – frequent celebration of individual and team achievements.
- Well‑being – resources that support mental, physical, and financial health.
Compensation, Perks & Benefits
arenaflex offers a competitive total‑reward package designed to attract and retain top talent. While exact compensation will be aligned with experience, education, and location, the anticipated base salary range is $95,000 – $155,000, complemented by an annual performance‑based incentive plan.
Benefits include, but are not limited to:
- Comprehensive medical, dental, and vision coverage starting day 1.
- 401(k) plan with company match and optional profit‑sharing.
- Life, short‑term, and long‑term disability insurance.
- Paid 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 mental‑health resources.
- Professional 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 continuous improvement, arenaflex is the place to amplify your impact. Our remote‑first philosophy, industry‑leading resources, and commitment to employee growth create an environment where you can truly make a difference.
Application Instructions
Ready to take the next step in your career? Click the link below to submit your application through arenaflex’s internal career portal. We look forward to learning how your expertise will help us elevate the customer experience across the nation.
Apply Now – Join arenaflex!
Equal Opportunity Statement
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
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