Experienced Senior Manager, Global Training Delivery Management – Customer Service Excellence at arenaflex

At arenaflex, we're committed to revolutionizing the way we deliver exceptional customer experiences. To achieve this ambitious goal, we're seeking a highly skilled and visionary Senior Manager, Global Training Delivery Management to lead our worldwide training delivery teams. This pivotal role is a senior operations leader responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific, driving the success of our global workforce through world-class training and development programs.

About arenaflex

arenaflex is a global leader in customer-centric innovation, dedicated to making a positive impact on the lives of our customers and employees alike. Our mission is to be the most customer-centric company on earth, and we're working tirelessly to achieve this vision. With a strong focus on employee development and growth, we're committed to creating a workplace culture that inspires innovation, collaboration, and excellence.

Job Summary

As a Senior Manager, Global Training Delivery Management, you'll be responsible for leading 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. You'll 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. Your 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, embodying arenaflex's leadership principles to be a leader of leaders.

• Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
• Establish and achieve customer service quality goals for trainees over their first 300+ contacts.
• Improve global trainer productivity by eliminating waste and developing effective mechanisms.
• Report to senior leaders on training completion, quality, and productivity metrics.
• Develop an emergency response mechanism to provide on-demand training services 24/7/365.
• Own the new-hire associate experience and enable arenaflex to strive to be Earth's Best Employer.

Requirements

* 10+ years' experience in Customer Service operations, training, or program management.

• Experience supporting large and distributed employee work groups globally, including a remote workforce.
• Superior analytical skills.
• Expert in the principles and processes of an inbound contact center.
• Bachelor's Degree.

Nice-to-haves

* 5+ years' experience in training or a related field.

• Proven track record of developing mechanisms to scale globally.
• Strong writing skills and experience presenting to senior leaders.

Benefits

* Medical, Dental, and Vision Coverage

• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

What We Offer

At arenaflex, we're committed to providing a comprehensive benefits package that supports the well-being of our employees. Our benefits include:

• Medical, Dental, and Vision Coverage: We offer a range of medical, dental, and vision plans to ensure our employees have access to quality healthcare.
• Maternity and Parental Leave Options: We believe in supporting our employees through life's milestones, offering generous maternity and parental leave options.
• Paid Time Off (PTO): Our employees enjoy a generous PTO policy, allowing them to recharge and spend time with loved ones.
• 401(k) Plan: We offer a 401(k) plan to help our employees save for their future.

Why Join arenaflex?

At arenaflex, we're passionate about creating a workplace culture that inspires innovation, collaboration, and excellence. We believe in:

• Empowering our employees to make a positive impact on the lives of our customers and employees alike.
• Fostering a culture of continuous learning and development.
• Encouraging open communication, collaboration, and feedback.
• Celebrating diversity, equity, and inclusion.

How to Apply

If you're a motivated and experienced professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. Apply Now! Apply for this job