Experienced Full Stack Customer Service Director – Global Operations and Strategic Leadership

At arenaflex, we're on a mission to revolutionize the way people experience entertainment and storytelling. As a pioneer in the industry, we're constantly pushing the boundaries of innovation and excellence. We're now seeking a highly skilled and experienced Full Stack Customer Service Director to join our team and lead our global operations and strategic leadership efforts.

About arenaflex

arenaflex is a global entertainment company that produces and distributes original content to millions of subscribers worldwide. Our mission is to create a world where everyone can enjoy the best entertainment, anywhere, anytime. We're committed to innovation, creativity, and excellence in everything we do.

Job Summary

We're looking for a seasoned leader to oversee our customer service operations across multiple regions, including Mexico, Peru, and Brazil. As a Full Stack Customer Service Director, you'll be responsible for driving business growth, improving customer satisfaction, and developing high-performing teams that embody arenaflex's unique culture and values.

Key Responsibilities

* Direct current operations in Mexico, Peru, and Brazil, ensuring optimal performance and efficiency

• Build a culture that supports our core mission to make the Netflix experience stunningly better
• Develop and maintain a high-performing team culture where employees are highly engaged and motivated
• Collaborate closely with site authorities and global customer service management to deliver exceptional service and support to Netflix customers while achieving year-over-year cost efficiency
• Lead and drive support projects and new initiatives that enable us to gain insights and identify best practices to share across the global CS organization
• Create, develop, and implement new strategies and work processes to manage operational scale efficiently
• Support your team as a resource for growth and eliminate barriers
• Build strong bridges and tight partnerships with cross-functional partners

Essential Qualifications

* 10+ years of experience leading and managing large-scale operations at a multi-country level (1000+ employees)

• Proven experience building and driving high-performing teams in a high-performance culture
• History of building strong relationships within CS and cross-functional teams
• Understanding of electronic content and streaming technologies
• Knowledge of and experience managing cross-functional teams (i.e., WFM, Learning and Development, Insights, etc.)
• Strong analytical skills with the ability to interpret and summarize complex performance and customer data patterns to drive meaningful plans that are effective to the business
• Experience presenting reports, trends, and recommendations to the team and senior leadership
• Demonstrated ability to track, measure, and advance multi-skilled - multicultural team performance
• Excellent communication skills with the ability to articulate opinions and provide feedback
• Strong communication skills in multiple formats (one-on-one to large all-hands meetings) and configurations (written, informal, or formal presentations, group meetings, etc.)
• You thrive in a fast-paced environment, have a high level of academic interest, and have an objective-oriented entrepreneurial mindset
• Ability to collaborate, influence, and partner effectively with senior internal stakeholders
• Demonstrated ability to lead through change, ambiguity, and growth
• Exhibited history of advancing, testing assumptions, and executing better methodologies

Preferred Qualifications

* Experience working in a customer-facing role, preferably in the entertainment or streaming industry

• Familiarity with arenaflex's products and services
• Strong understanding of customer service principles and best practices
• Experience with data analysis and reporting tools (e.g., Tableau, Power BI)
• Certification in customer service or a related field (e.g., CSM, CSAT)

What We Offer

* Competitive salary package commensurate with experience

• Opportunity to work with a global leader in the entertainment industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Access to arenaflex's innovative products and services

How to Apply

If you're a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume, cover letter, and any relevant documents. We can't wait to hear from you! Apply Now

Are You the One We're Looking For?

If you believe you have what it takes to join our team and lead our customer service operations, submit your application without delay. We're eager to hear from talented candidates like you. Apply for this job