Experienced Sr. Manager, Global Training Delivery Management – Customer Service Excellence at arenaflex
At arenaflex, we're committed to revolutionizing the way we deliver exceptional customer experiences. As a global leader in e-commerce, we're constantly pushing the boundaries of innovation and excellence. Our Customer Service team is at the forefront of this mission, and we're seeking a highly skilled and experienced Sr. Manager, Global Training Delivery Management to lead our worldwide training delivery teams.
About arenaflex
arenaflex is a customer-obsessed company that strives to be the most customer-centric organization on earth. We're a global leader in e-commerce, with a relentless focus on innovation, customer satisfaction, and employee engagement. Our Customer Service team is a critical component of our success, and we're committed to providing the best possible experience for our customers.
The Role
As a Sr. Manager, Global Training Delivery Management, you'll be responsible for leading a large team of trainers and support staff located across the Americas, Europe, India, and Asia Pacific. Your primary objective will be to oversee the delivery of 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.
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
Why Join arenaflex?
* Opportunity to work with a global leader in e-commerce
- Collaborative and dynamic work environment
- Comprehensive benefits package
- Career growth opportunities and learning benefits
- Chance to make a meaningful impact on customer experiences
What We Offer
* A dynamic and fast-paced work environment
- Opportunities for professional growth and development
- Collaborative and supportive team culture
- Recognition and rewards for outstanding performance
- Comprehensive benefits package, including medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan
How to Apply
If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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