Welcome to arenaflex
At arenaflex, we're driven by a passion to be the most customer-centric organization on earth. Our mission is to deliver unparalleled customer experiences, and we're seeking exceptionally talented, bright, and driven individuals to join our team. arenaflex Customer Service is looking for a seasoned Senior Manager, Global Training Delivery Management to lead our worldwide training delivery teams. This role is a senior operations leader responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific, ensuring that our global workforce is equipped to provide exceptional customer service.
About the Role
The Senior Manager, Global Training Delivery Management will lead a large team of trainers and support staff that deliver thousands of trainings to our global workforce annually, including managing all new hire training for arenaflex Customer Service. This position requires a strategic leader who can partner closely with program leaders, training designers, and operations teams to ensure the quality, productivity, and management of all new hires during their initial weeks at arenaflex. The team will play a critical role in collaborating with training design on process improvements, ensuring that new hires are well-prepared to support customers effectively.
Key Responsibilities
- Lead an organization of 400+ trainers, providing guidance, coaching, and development opportunities to ensure the team's success
- Embody arenaflex's leadership principles, acting as a leader of leaders, and be accountable for establishing and achieving customer service quality goals for trainees over their first 300+ contacts
- Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers, driving business outcomes and customer satisfaction
- Establish and achieve customer service quality goals for trainees, focusing on continuous improvement and excellence
- Improve global trainer productivity by eliminating waste and developing effective mechanisms, ensuring efficient use of resources and maximizing impact
- Report to senior leaders on training completion, quality, and productivity metrics, providing insights and recommendations for improvement
- Develop an emergency response mechanism to provide on-demand training services 24/7/365, ensuring business continuity and customer support
- Own the new-hire associate experience and enable arenaflex to strive to be Earth's Best Employer, fostering a positive and inclusive work environment
Requirements
To be successful in this role, you will need:
- 10+ years' experience in Customer Service operations, training, or program management, with a proven track record of leadership and achievement
- Experience supporting large and distributed employee work groups globally, including a remote workforce, with expertise in managing diverse teams and stakeholders
- Superior analytical skills, with the ability to analyze complex data, identify trends, and inform business decisions
- Expertise in the principles and processes of an inbound contact center, with a deep understanding of customer service operations and best practices
- Bachelor's Degree in a related field, such as Business Administration, Communications, or Education
Nice-to-Haves
While not required, the following skills and experiences are highly desirable:
- 5+ years' experience in training or a related field, with a proven track record of developing and delivering effective training programs
- Proven track record of developing mechanisms to scale globally, with expertise in process improvement and efficiency
- Strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas and insights effectively
What We Offer
At arenaflex, we're committed to providing a comprehensive and competitive benefits package, including:
- Medical, Dental, and Vision Coverage, ensuring you and your family have access to quality healthcare
- Maternity and Parental Leave Options, supporting you through life's milestones and transitions
- Paid Time Off (PTO), providing you with the flexibility and autonomy to manage your work-life balance
- 401(k) Plan, helping you plan and save for your future
Career Growth and Development
At arenaflex, we're dedicated to helping our employees grow and develop in their careers. As a Senior Manager, Global Training Delivery Management, you will have access to:
- Comprehensive training and development programs, designed to enhance your skills and knowledge
- Coaching and mentoring from experienced leaders, providing guidance and support
- Opportunities for career advancement and progression, with a clear path for growth and development
- A culture of innovation and experimentation, encouraging creativity and risk-taking
Work Environment and Culture
At arenaflex, we're proud of our dynamic and inclusive work environment, which is built on our core values of customer obsession, ownership, inventiveness, and frugality. As a Senior Manager, Global Training Delivery Management, you will be part of a team that is:
- Customer-obsessed, with a focus on delivering exceptional customer experiences
- Collaborative and inclusive, with a culture of teamwork and mutual respect
- Innovative and experimental, with a willingness to try new things and take calculated risks
- Committed to excellence, with a focus on continuous improvement and achievement
Conclusion
If you're a motivated and experienced leader, passionate about delivering exceptional customer experiences and developing high-performing teams, we encourage you to apply for the Senior Manager, Global Training Delivery Management role at arenaflex. With a comprehensive benefits package, opportunities for career growth and development, and a dynamic and inclusive work environment, this is an exciting opportunity to join a team that is shaping the future of customer service. Apply now and take the first step towards an exciting and rewarding career at arenaflex!