At arenaflex, we pride ourselves on our commitment to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our team, the Director of Customer Service Excellence will play a vital role in shaping the future of customer service at arenaflex. If you're passionate about delivering world-class customer experiences and have a proven track record of success in a leadership role, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading organization that values innovation, collaboration, and customer-centricity. Our mission is to develop leaders who advance technology and improve the human condition. We strive for excellence in everything we do, and our commitment to diversity, equity, and inclusion is unwavering. At arenaflex, we believe that our employees are our greatest asset, and we're dedicated to creating a work environment that fosters growth, learning, and well-being.
**Job Summary**
In this critical role, you will be responsible for designing, implementing, and overseeing the customer relationship between campus customers and the Administrative Services Center (ASC) at arenaflex. You will provide assistance with administrative transactions, provide information to Institute callers (internal and external), and ensure the successful and timely resolution of customer inquiries. You will also be responsible for implementing and managing the ASC KPIs, service level agreements, and operating level agreements with customers, in coordination with senior directors of ASC functional areas.
**Responsibilities**
As the Director of Customer Service Excellence, you will be responsible for the following key duties:
* **Leads ASC Customer Service Strategy**: Manage campus partnership agreements, meet and communicate directly with customers to identify needs and opportunities, and ensure all aspects of the ASC customer service experience are focused on providing best-in-class customer service excellence, user-friendly, cost-effective, timely, and expert support.
* **Leads and Directs Daily Operations**: Supports direct staff to ensure that work teams are appropriately focused on achieving targeted performance levels by leveraging performance reports, implementation of continuous improvement initiatives, and effective use of the ASC knowledge management system.
* **Leads and Manages Unit Personnel**: Hire, perform, budget, and other duties as assigned for unit personnel.
* **Plans and Manages Organizational Metrics**: In partnership with senior leadership, plans and manages to organizational metrics and performance measures and goals; identifies and reports on scorecard results and trends; analyzes performance data and conducts sustained continuous improvement activities to achieve higher service levels throughout the center.
* **Promotes a Learning Organization**: Facilitate development of functional expertise, quality management, and customer service.
* **Performs Other Related Duties**: Perform other related duties as assigned.
**Required Qualifications**
* **Educational Requirements**: Bachelor's Degree in Business Administration or related field or equivalent combination of education and experience.
* **Required Experience**: Six to eight years of job-related experience.
* **Preferred Qualifications**: Master's Degree in Business or Public Administration or related field; eight to ten years of customer service management experience; experience in supervising people leaders with supervisory responsibilities.
**Knowledge, Skills, & Abilities**
* **Specialized Skills**: Experience in customer support, customer service, call centers, or equivalent field; experience with using customer support management tools (e.g., ServiceNow).
* **Specialized Skills Preferred**: Experience in a shared services environment; progressively responsible experience in finance, procurement, human resources, IT, or research administration; experience working in an enterprise resource planning (ERP) system (e.g., Workday); experience working in a higher education environment.
**Work Environment and Culture**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to creating a culture that fosters growth, learning, and well-being. As a hybrid employee, you will have the flexibility to work from home or in our office, depending on your needs and preferences.
**Compensation and Benefits**
arenaflex offers a competitive salary range of $130,640 - $143,000, depending on experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
**How to Apply**
If you're passionate about delivering world-class customer experiences and have a proven track record of success in a leadership role, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, diverse, and supportive. arenaflex prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions.
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