Welcome to arenaflex
At arenaflex, we are driven by a passion to be the most customer-centric organization on the planet. Our mission is to exceed customer expectations and provide an unparalleled level of service. To achieve this ambitious goal, we need talented, driven, and innovative individuals who share our vision. arenaflex Customer Service is seeking an experienced Senior Manager, Global Training Delivery Management to lead our global training delivery teams. This senior operations leader role is responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific, ensuring that our customer service representatives are equipped to deliver exceptional service to our customers worldwide.
About the Role
The Senior Manager, Global Training Delivery Management, will play a critical role in leading a large team of trainers and support staff who deliver thousands of trainings to our global workforce annually. This includes managing all new hire training for arenaflex Customer Service, ensuring that our new hires are well-prepared to support customers effectively from day one. The successful candidate will 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. This role requires a strong leader who can embody arenaflex's leadership principles, acting as a leader of leaders, and who is accountable for establishing and achieving customer service quality goals for trainees over their first 300+ contacts.
Key Responsibilities
- Lead an organization of 400+ trainers, providing guidance, support, and development opportunities to ensure their success.
- Embody arenaflex's leadership principles to be a leader of leaders, fostering a culture of excellence, innovation, and customer obsession.
- Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers, driving customer satisfaction and loyalty.
- Establish and achieve customer service quality goals for trainees over their first 300+ contacts, ensuring that our customers receive exceptional service from our representatives.
- Improve global trainer productivity by eliminating waste and developing effective mechanisms, driving efficiency and effectiveness in our training delivery.
- Report to senior leaders on training completion, quality, and productivity metrics, providing insights and recommendations to drive continuous improvement.
- Develop an emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our customers receive uninterrupted support.
- Own the new-hire associate experience and enable arenaflex to strive to be Earth's Best Employer, creating a positive and engaging work environment that fosters growth, development, and success.
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 delivering results in a fast-paced, dynamic environment.
- Experience supporting large and distributed employee work groups globally, including a remote workforce, with a strong understanding of the challenges and opportunities of managing global teams.
- Superior analytical skills, with the ability to analyze complex data, identify trends, and develop insights that drive business decisions.
- Expertise in the principles and processes of an inbound contact center, with a deep understanding of customer service operations and the importance of delivering exceptional customer experiences.
- A Bachelor's Degree in a relevant field, such as Business, Communications, or Education.
Nice-to-Haves
While not essential, the following skills and experiences are highly desirable:
- 5+ years' experience in training or a related field, with a strong understanding of adult learning principles, instructional design, and training delivery.
- A proven track record of developing mechanisms to scale globally, with experience in process improvement, change management, and implementation.
- Strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas, insights, and recommendations in a clear, concise, and compelling manner.
Skills and Competencies
To succeed in this role, you will need to possess a range of skills and competencies, including:
- Leadership: The ability to lead, motivate, and inspire a large team of trainers and support staff, fostering a culture of excellence, innovation, and customer obsession.
- Communication: Excellent communication skills, with the ability to communicate complex ideas, insights, and recommendations to senior leaders, stakeholders, and team members.
- Analytical: Superior analytical skills, with the ability to analyze complex data, identify trends, and develop insights that drive business decisions.
- Problem-Solving: Strong problem-solving skills, with the ability to identify problems, develop solutions, and implement changes that drive continuous improvement.
- Collaboration: The ability to 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.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth, development, and success of our employees. As a Senior Manager, Global Training Delivery Management, you will have access to a range of career growth opportunities and learning benefits, including:
- Professional development programs, such as leadership development, coaching, and mentoring.
- Training and certification programs, such as project management, instructional design, and adult learning principles.
- Opportunities to work on high-visibility projects, driving business results and delivering exceptional customer experiences.
- A culture of innovation, experimentation, and continuous improvement, with a focus on driving growth, development, and success.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive, dynamic, and inclusive work environment. Our company culture is built on a set of core values, including:
- Customer Obsession: We are passionate about delivering exceptional customer experiences, driving customer satisfaction and loyalty.
- Ownership: We are owners, not just employees, with a focus on driving growth, development, and success.
- Invent and Simplify: We are innovators, always looking for ways to improve, simplify, and streamline our processes and operations.
- Are Right, A Lot: We are committed to making good decisions, with a focus on driving business results and delivering exceptional customer experiences.
- Learn and Be Curious: We are lifelong learners, always looking for ways to grow, develop, and improve.
Compensation, Perks, and Benefits
At arenaflex, we offer a range of compensation, perks, and benefits, including:
- Competitive salary and bonus structure, with opportunities for growth and development.
- Comprehensive benefits package, including medical, dental, and vision coverage, maternity and parental leave options, and paid time off (PTO).
- 401(k) plan, with a focus on saving for the future and securing your financial well-being.
- Opportunities for professional development, training, and certification, with a focus on driving growth, development, and success.
Conclusion
If you are a motivated, driven, and innovative individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Senior Manager, Global Training Delivery Management role at arenaflex. This is a unique opportunity to join a dynamic, fast-paced organization that is committed to growth, development, and success. As a Senior Manager, Global Training Delivery Management, you will play a critical role in driving customer satisfaction, loyalty, and growth, while developing your skills, knowledge, and expertise in a supportive, inclusive, and innovative environment. Apply now to join our team and start your journey to success at arenaflex!