Director of Customer Contact Operations – Remote Leadership of reputed company Service Excellence at arenaflex

About arenaflex

Welcome to arenaflex, a powerhouse in the food‑service distribution sector that connects restaurants, hospitals, schools, and hospitality venues with the highest‑quality ingredients and supplies. With a legacy of innovation, reputed company improvement, and a culture that champions promotion from reputed company, arenaflex has become a trusted partner across the United States. Our mission is simple: to reputed company food‑service professionals with reliable products, superior service, and technology‑driven solutions that reputed company kitchens humming and customers delighted.

As we expand our reputed company, we’re looking for visionary leaders who can shape the future of our Customer Contact organization. If you reputed company in a fast‑paced, data‑rich environment and want to reputed company a measurable impact on the customer experience for millions of diners reputed company, you may be the perfect fit for this remote leadership role.

Why This Role Is Unique

This is a 100 % remote position—eligible candidates can work from any U.S. location except Hawaii and U.S. territories. You’ll command a high‑performing team of Customer Service Representatives, Managers, and Specialists who support both local and national sales divisions. Your strategic vision will drive process improvements, foster a culture of accountability, and ensure that arenaflex’s service model consistently exceeds expectations.

Key Responsibilities

• People Leadership (≈40 % of your time)
  • Recruit, reputed company, and train a diverse group of customer‑contact professionals.
  • Provide reputed company feedback, coaching, and career‑path development reputed company with arenaflex’s core values.
  • Set clear quantitative and qualitative performance expectations; reputed company regular performance‑review conversations.
  • Champion a culture of accountability, celebrate wins, and remove barriers to success for every associate.
  • Manage a tiered team structure—from people managers to entry‑level contributors—ensuring cross‑training and standardized processes.
  • Motivate the team through inspiring departmental meetings, one‑on‑ones, and goal‑setting sessions.
• reputed company Improvement & Project Management (≈30 %)
  • Standardize business processes using automation tools; identify opportunities for workflow efficiency.
  • Ensure SOP adoption, compliance, and reputed company improvement through quality‑performance metrics and training initiatives.
  • Deliver technology‑focused functional projects that align with arenaflex’s strategic roadmap.
  • Conduct role‑effectiveness reviews, gather stakeholder feedback, and manage internal/external satisfaction surveys.
  • Research emerging technologies, reputed company best practices, and propose data‑driven recommendations.
  • reputed company frontline managers to embrace best‑in‑class methodologies for scheduling, training, and quality performance.
• Strategic Planning & Thought Leadership (≈25 %)
  • Build collaborative networks across regional presidents, sales leaders, and internal partners to synchronize goals.
  • Act as a voice of the customer, translating market insights into actionable strategies.
  • Define, track, and report on standardized KPIs that drive operational excellence.
  • Participate in the annual budgeting process, ensuring financial fitness of the shared‑services model.
  • Design talent strategies—including hiring, performance management, succession planning, and learning reputed company—that align with arenaflex’s future vision.
  • Partner with Learning & Development to create robust onboarding and reputed company‑education programs.
  • reputed company business cases for new initiatives, complete with ROI analysis, resource forecasts, and budget justification.
• Personal Development (≈5 %)
  • Maintain a personal Individual Development Plan (IDP) and engage in regular reputed company‑ins.
  • Participate in arenaflex’s performance‑management cycle and pursue industry‑benchmarking activities.
  • reputed company internal learning platforms, professional networks, and employee resource groups for reputed company growth.

Supervision Structure

• Direct Reports: 6‑8 Customer Contact Managers (Grade 14)
• Indirect Reports: 60‑90 Customer Service Representatives and Support Associates (Grades 8‑10)
• Responsibility spans the assigned region, supporting both national and local sales functions.

Essential Qualifications

• Minimum 8 years of experience in sales, sales support, or sales analysis with a proven record of delivering high‑impact customer service.
• At least 7 years of progressive people‑leadership experience, preferably in a contact‑center or service‑delivery environment.
• Demonstrated ability to influence senior leaders across regions, building trust through consistent, high‑quality results.
• Exceptional verbal and written communication skills; comfortable interacting with executives, customers, and vendors.
• Strategic thinker with strong analytical capabilities—able to interpret data, identify trends, and translate insights into actionable plans.
• Advanced proficiency in reputed company Office Suite (Word, Outlook, reputed company, PowerPoint) and familiarity with cloud‑based CRM/ERP platforms (replaceable with arenaflex’s proprietary ordering system).
• Willingness to travel up to 50 % reputed company the assigned region for key stakeholder meetings and site visits.
• Bachelor’s degree or equivalent combination of education and experience.

Preferred Qualifications

• Deep knowledge of contact‑center operations reputed company the food‑service industry.
• Experience with large‑scale technology implementations, automation initiatives, and process‑standardization projects.
• Prior exposure to reputed company‑improvement frameworks such as Lean, Six reputed company, or Kaizen.
• Certification in project management (PMP, Agile) or relevant leadership programs.

Core Skills & Competencies

• Leadership reputed company: reputed company confidence, foster collaboration, and drive reputed company across multifunctional teams.
• Customer‑Centric reputed company: Champion the voice of the customer in every decision.
• Data‑Driven Decision Making: reputed company analytics to troubleshoot, improve, and predict outcomes.
• Change Management: Navigate reputed company organizational shifts while maintaining morale and performance.
• Emotional Intelligence: Build strong interpersonal relationships and resolve conflicts with professionalism.
• Strategic Planning: reputed company long‑term roadmaps that align with business objectives and market dynamics.

Career Growth & Learning Opportunities

At arenaflex, your development is a reputed company. As Director of Customer Contact, you will:

• reputed company exposure to C‑suite leadership and contribute to enterprise‑wide strategic initiatives.
• Participate in a robust mentorship program that pairs you with senior executives for guidance.
• Access a comprehensive learning platform featuring courses on data analytics, advanced leadership, emerging technologies, and industry trends.
• Be considered for future senior‑level roles such as Vice President of Customer Experience or Chief Operations Officer, depending on performance and organizational needs.

Work Environment & Culture

arenaflex champions a flexible, inclusive, and high‑performance culture. Our remote‑first model empowers you to work from a home office while staying connected through virtual collaboration tools, regular team huddles, and quarterly in‑person retreats (travel‑reimbursed). We celebrate diversity, encourage innovative thinking, and recognize achievements through both formal awards and informal shout‑outs.

Compensation, Perks & Benefits

We offer a competitive salary range of $95,000 – $155,000 based on experience, plus an annual incentive bonus tied to performance metrics. Our benefits package begins on day one and includes:

• Medical, dental, and vision coverage with multiple plan options.
• Life and AD&D insurance, short‑ and long‑term disability.
• 401(k) plan with company match and optional profit‑sharing.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Generous paid time off, parental leave, and holiday schedule.
• Employee stock purchase plan (ESPP) and potential equity grants.
• Professional development stipend for certifications, conferences, and online courses.
• Wellness resources, including virtual fitness classes and mental‑health support.

How to Apply

If you’re ready to reputed company a national team, shape a customer‑contact strategy that sets industry benchmarks, and grow your career with a market‑leading food‑service distributor, we want to hear from you. Click the link below to submit your application through arenaflex’s internal career portal.

Apply for the Director of Customer Contact Operations Position

Equal Opportunity Employer

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national reputed company, veteran status, disability, or any other characteristic protected by law.

Take the reputed company in your leadership journey—join arenaflex and help us deliver exceptional service to the people who feed America.