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About arenaflex
Welcome to arenaflex, where we believe in the power of community to transform lives and strengthen neighborhoods across America. As the national resource office for a movement of local community organizations dedicated to youth development, healthy living, and social responsibility, we serve as the backbone for a nationwide network of over 2,700 community-based locations reaching millions of people every year. Our mission is to support, connect, and empower local communities to thrive—and we're looking for a visionary leader to help us elevate the customer experience across our entire service delivery system.
At arenaflex, we embrace a remote-first working philosophy that allows our team members to work from the comfort of their home offices anywhere within the continental United States. This flexible approach reflects our broader commitment to innovation, accessibility, and meeting people where they are—whether that's the communities we serve or the talented professionals who join our team.
We're currently seeking an exceptional Director, Network Customer Experience to join our Network Experience Team and lead the transformation of how community members, local partners, and stakeholders engage with our service delivery system. This is a unique opportunity for a seasoned leader who is passionate about building world-class customer experiences, fostering strategic partnerships, and driving organizational excellence across a complex, multi-location network.
Position Overview
The Director, Network Customer Experience will serve as a pivotal leader within our organization, responsible for unifying and equipping our nationwide network to deliver exceptional customer experiences consistently across all touchpoints. This role will oversee the Service Delivery System's centralized intake operations, ensuring that every door to our network provides seamless, high-quality support to community members, local organizations, and partner entities.
You will lead a talented Customer Experience Team, collaborate with department leaders, and work closely with local community organizations across the country to implement best-in-class practices. Your work will directly impact our ability to serve communities effectively, ensuring that strategic priorities around diversity, equity, inclusion, and community engagement are woven into every aspect of our customer experience framework.
Key Responsibilities
Unify and Equip the Network
- Build and maintain strategic relationships with local community organizations across the network to establish credibility and trust in arenaflex's national strategy and support systems
- Align practices, strategies, and outcomes across the network to create shared systems, processes, and goals for engagement and activation of leading practices and strategic solutions
- Develop and implement a comprehensive Customer Experience Framework for arenaflex's Service Delivery System
- Build capacity within the network to support consistent, high-quality customer experience processes
- Ensure all channels of the Service Delivery System are aligned with and support the Practice Leadership Strategy
Lead Centralized Intake for Service Delivery System
- Supervise and mentor the Customer Experience Team, fostering a culture of excellence, collaboration, and continuous improvement
- Advance implementation and dissemination efforts to ensure network partners, service delivery partners, and stakeholders have the resources needed to effectively implement a multi-door Service Delivery System
- Lead the Centralized Customer Experience Team, providing intake support for all areas of the Service Delivery System
- Drive strategy development and execution for the network and department leaders to ensure common customer experience standards
- Lead the implementation and continuous quality improvement of centralized intake functions to support the multiple door strategy
- Develop and maintain a comprehensive product and services menu for network partners
- Create content, process methods, and resources to support customer experience excellence
- Partner with network partners and department leaders to ensure consistent customer experience delivery aligned with organizational priorities
- Manage execution of approaches supporting organizational priorities, including diversity, equity, and inclusion initiatives
Guide Continuous Quality Improvement
- Foster a continuous growth strategy for the Service Delivery System
- Identify opportunities for continued efficiencies in intake and service delivery
- Ensure systems needed to deliver consistent, high-quality customer experiences are in place and utilized with fidelity
- Gather data and analyze trends to inform continuous quality improvement of practices
- Deliver regular and relevant reporting of all system activity
- Identify opportunities for innovation and introduction back into the innovation process
- Ensure alignment and fidelity of the Service Delivery System across all channels
Manage Systems to Support Engagement and Activation
- Ensure that Practice Leaders are equipped to leverage the network to increase adoption and usage of arenaflex-developed products and solutions
- Identify and share bright spots and successful practices across the network
- Provide programmatic support to network partners
- Manage utilization of existing systems to ensure seamless support to the network
Essential Qualifications
- Education: Bachelor's degree is required. Master's Degree in Business, Human Services, Community Engagement, Organizational Development, Organizational Behavior, or Public Policy is strongly preferred.
- Experience: Minimum 10 years of experience working collaboratively and building partnerships with staff of local community organizations or other community-based organizations to implement organizational priorities
- Stakeholder Relations: Minimum 10 years of experience building strong relationships among a wide variety of stakeholders including government officials, community-based organizations, school officials, faith-based institutions, non-profits, and community members
- Industry Experience: Minimum 10 years of experience working within or closely with community-based organizations to reach and support community members in leading practice areas
- Technical Skills: Demonstrated ability to multi-task and manage complex systems with superior technical and project management skills
- Communication: Excellent verbal, written, and interpersonal communication and presentation skills
- Analytical Abilities: Strong analytical and problem-solving skills with the ability to comply with all administrative processes
- Leadership: Demonstrated experience in engaging multiple stakeholders, facilitating, coaching, and mentoring
- Influence: Demonstrated ability to influence others to achieve objectives
- Travel: Ability to travel approximately 20% of the time
- Values Alignment: Requires a commitment to character development values of caring, honesty, respect, and responsibility
Preferred Qualifications
- Experience working within arenaflex's Service Delivery System
- Experience supervising and leading staff
- Project management experience
- At least two of the preferred work experiences and/or preferred education
Skills and Competencies Required for Success
To thrive in this role, you will need to bring a unique blend of strategic vision, operational expertise, and relationship-building capabilities. The ideal candidate will demonstrate:
- Strategic Thinking: Ability to see the big picture while managing detailed implementation across a complex, distributed network
- Customer Experience Expertise: Deep understanding of customer experience design, intake processes, and service delivery optimization
- Change Leadership: Experience leading organizational change initiatives across multiple stakeholders and locations
- Data-Driven Decision Making: Proficiency in gathering, analyzing, and acting on data to drive continuous improvement
- Cross-Functional Collaboration: Ability to work effectively with diverse teams, departments, and external partners
- Coaching and Mentorship: Skills in developing others and building team capacity
- Written and Verbal Mastery: Exceptional communication skills with the ability to tailor messages for various audiences
- Time Management: Strong organizational skills with the ability to manage multiple priorities simultaneously
- Initiative and Proactivity: Self-motivated with the ability to take direction and drive results
Career Growth Opportunities
Joining arenaflex as our Director of Network Customer Experience means becoming part of a dynamic organization that invests in the professional development of our team members. This role offers exceptional opportunities for career advancement and leadership development:
- Executive Visibility: Work directly with senior leadership and department heads, gaining exposure to organizational strategy and decision-making at the highest levels
- Network Expansion: Build and nurture relationships with hundreds of local organizations and community leaders across the country
- Innovation Leadership: Lead initiatives that shape the future of community service delivery and customer experience
- Professional Development: Access ongoing training, conferences, and professional development opportunities
- Cross-Functional Expertise: Gain deep knowledge of multiple functional areas including operations, strategy, program development, and stakeholder engagement
As you demonstrate success in this role, you'll have the opportunity to take on expanded responsibilities, mentor emerging leaders, and contribute to the organization's strategic direction in meaningful ways.
Work Environment & Culture
At arenaflex, we believe that our culture is one of our greatest strengths. Our remote-first work environment reflects our commitment to flexibility, trust, and empowering our team members to do their best work from wherever they are most productive.
- Remote-First Philosophy: Most employees work remotely from home offices within the continental United States
- Collaborative Culture: We value teamwork, open communication, and collective problem-solving
- Mission-Driven Work: Every team member contributes to our mission of strengthening communities and supporting youth development
- Inclusive Environment: We are committed to diversity, equity, and inclusion in our workforce and in the communities we serve
- Work-Life Balance: We support flexible schedules and respect boundaries
Compensation & Benefits
We recognize that our team members are our most valuable asset, and we're committed to providing comprehensive, competitive benefits that support your physical, financial, and emotional well-being.
Posted Salary Range: USD $110,900.00 - USD $147,800.00 per year
Comprehensive Benefits Package Includes:
- Medical, dental, and vision insurance coverage
- Defined benefit retirement savings plan
- 403(b) retirement plan with employer contributions
- Life and disability insurance
- Technology stipend to support your home office setup
- Generous paid time off including vacation, personal days, and holidays
- Professional development opportunities
- Employee assistance program
- Wellness programs and resources
Physical Demands & Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Regularly required to use a computer for extended periods and communicate via computer and phone/smart device
- Frequently required to sit and reach
- Must be able to move around the work environment
- Occasionally lift and/or move up to 10 pounds
- Specific vision abilities required: close vision, distance vision, and ability to adjust focus
- Noise level in work environment is usually moderate
Join Our Team
If you're a strategic leader with a passion for customer experience, community engagement, and driving organizational excellence, we invite you to apply for this transformative opportunity. At arenaflex, you'll have the chance to make a lasting impact on communities across America while building a rewarding career with a team that values your contributions and supports your growth.
We encourage you to bring your unique perspective, experiences, and ideas to our team. Your leadership will help shape the future of community service delivery and ensure that millions of people have access to the resources and support they need to thrive.
Apply today and become part of a movement that's dedicated to building stronger, healthier, more connected communities. Together, we can create meaningful change and deliver world-class experiences to every person who walks through our doors—or reaches out to us across any channel. We look forward to welcoming you to the arenaflex team!