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, continuous improvement, and a culture that champions promotion from within, arenaflex has become a trusted partner across the United States. Our mission is simple: to empower food‑service professionals with reliable products, superior service, and technology‑driven solutions that keep kitchens humming and customers delighted.
As we expand our reach, we’re looking for visionary leaders who can shape the future of our Customer Contact organization. If you thrive in a fast‑paced, data‑rich environment and want to make a measurable impact on the customer experience for millions of diners nationwide, 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, onboard, and train a diverse group of customer‑contact professionals.
- Provide continuous feedback, coaching, and career‑path development aligned with arenaflex’s core values.
- Set clear quantitative and qualitative performance expectations; lead 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.
- Continuous Improvement & Project Management (≈30 %)
- Standardize business processes using automation tools; identify opportunities for workflow efficiency.
- Ensure SOP adoption, compliance, and continuous 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, benchmark best practices, and propose data‑driven recommendations.
- Lead 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 pathways—that align with arenaflex’s future vision.
- Partner with Learning & Development to create robust onboarding and continuous‑education programs.
- Develop 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 check‑ins.
- Participate in arenaflex’s performance‑management cycle and pursue industry‑benchmarking activities.
- Leverage internal learning platforms, professional networks, and employee resource groups for continuous 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 Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) and familiarity with cloud‑based CRM/ERP platforms (replaceable with arenaflex’s proprietary ordering system).
- Willingness to travel up to 50 % within 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 within the food‑service industry.
- Experience with large‑scale technology implementations, automation initiatives, and process‑standardization projects.
- Prior exposure to continuous‑improvement frameworks such as Lean, Six Sigma, or Kaizen.
- Certification in project management (PMP, Agile) or relevant leadership programs.
Core Skills & Competencies
- Leadership Presence: Inspire confidence, foster collaboration, and drive consensus across multifunctional teams.
- Customer‑Centric Mindset: Champion the voice of the customer in every decision.
- Data‑Driven Decision Making: Leverage analytics to troubleshoot, improve, and predict outcomes.
- Change Management: Navigate complex organizational shifts while maintaining morale and performance.
- Emotional Intelligence: Build strong interpersonal relationships and resolve conflicts with professionalism.
- Strategic Planning: Develop long‑term roadmaps that align with business objectives and market dynamics.
Career Growth & Learning Opportunities
At arenaflex, your development is a priority. As Director of Customer Contact, you will:
- Gain 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 lead 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 Now
Equal Opportunity Employer
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, disability, or any other characteristic protected by law.
Take the next step in your leadership journey—join arenaflex and help us deliver exceptional service to the people who feed America.
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