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 talented Senior Manager, Global Training Delivery Management to lead our worldwide training delivery teams.
As a Senior Manager, Global Training Delivery Management, you'll be responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific. Your primary objective will be to 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. 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.
**About arenaflex**
arenaflex is a customer-obsessed company that strives to be the most customer-centric company on earth. We're committed to delivering exceptional customer experiences through innovative solutions, cutting-edge technology, and a passion for excellence. Our Customer Service team is a critical component of this mission, and we're seeking a talented Senior Manager, Global Training Delivery Management to lead our worldwide training delivery teams.
**Responsibilities**
As a Senior Manager, Global Training Delivery Management, you'll be responsible for:
* Leading an organization of 400+ trainers, embodying arenaflex's leadership principles to be a leader of leaders.
* Partnering closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
* Establishing and achieving customer service quality goals for trainees over their first 300+ contacts.
* Improving global trainer productivity by eliminating waste and developing effective mechanisms.
* Reporting to senior leaders on training completion, quality, and productivity metrics.
* Developing an emergency response mechanism to provide on-demand training services 24/7/365.
* Owning the new-hire associate experience and enabling arenaflex to strive to be Earth's Best Employer.
**Requirements**
To be successful in this role, you'll need:
* 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.
* Expertise in the principles and processes of an inbound contact center.
* A Bachelor's Degree.
**Nice-to-haves**
While not required, the following skills and experience would be beneficial:
* 5+ years' experience in training or a related field.
* A proven track record of developing mechanisms to scale globally.
* Strong writing skills and experience presenting to senior leaders.
**Benefits**
As a valued member of the arenaflex team, you'll enjoy a comprehensive benefits package, including:
* 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 dynamic and supportive work environment that fosters growth, innovation, and excellence. As a Senior Manager, Global Training Delivery Management, you'll have the opportunity to:
* Lead a large team of trainers and support staff, shaping the future of customer service excellence.
* Collaborate with cross-functional teams to drive business results and improve customer experiences.
* Develop and implement innovative training solutions to improve global trainer productivity.
* Own the new-hire associate experience, enabling arenaflex to strive to be Earth's Best Employer.
**How to Apply**
If you're a motivated and experienced leader with a passion for customer service excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.
Apply Now
**Join the arenaflex Team**
At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive. We believe that our differences are what make us stronger, and we're dedicated to fostering a culture of innovation, creativity, and excellence. If you're passionate about customer service, leadership, and innovation, we invite you to join our team and be a part of something amazing.
Apply Now