Experienced Senior Manager, Global Training Delivery Management for Customer Service Operations – Leading Worldwide Training Teams and Driving Customer Satisfaction

Introduction to arenaflex

At arenaflex, we are driven by a relentless passion to be the most customer-centric organization on the planet. Our mission is to continuously innovate and improve our customer service operations, ensuring that every interaction with our brand is nothing short of exceptional. To achieve this ambitious goal, we need talented, driven, and visionary leaders who can inspire and guide our global teams towards excellence. arenaflex Customer Service is now seeking a seasoned Senior Manager, Global Training Delivery Management to spearhead our worldwide training delivery teams. This critical role is a senior operations leadership position responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific, ensuring that our global workforce is equipped with the skills and knowledge necessary to deliver outstanding customer experiences.

About the Role

The Senior Manager, Global Training Delivery Management will lead a large and diverse 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, a critical component of our customer-centric strategy. 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 collaborative approach will enable the team to play a pivotal role in driving process improvements, ensuring that new hires are well-prepared to support customers effectively and embody the high standards of arenaflex.

Key Responsibilities

• Lead an organization of 400+ trainers, providing strategic direction, coaching, and development opportunities to ensure the team's success and growth.
• Embody arenaflex's leadership principles, acting as a leader of leaders who inspires, motivates, and empowers their team to achieve exceptional results.
• Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new hires are trained and ready to support customers, driving seamless integration into our global customer service operations.
• Establish and achieve customer service quality goals for trainees over their first 300+ contacts, ensuring that our new hires are equipped to deliver outstanding customer experiences from day one.
• Improve global trainer productivity by eliminating waste and developing effective mechanisms, leveraging data-driven insights and best practices to optimize training delivery and impact.
• Report to senior leaders on training completion, quality, and productivity metrics, providing actionable recommendations to drive continuous improvement and excellence in our customer service operations.
• Develop an emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our global workforce is always equipped to respond to customer needs and expectations.
• Own the new-hire associate experience, enabling arenaflex to strive to be Earth's Best Employer by delivering world-class training, support, and development opportunities that foster growth, engagement, and retention.

Requirements and Qualifications

To be successful in this critical role, you will need:

• 10+ years' experience in Customer Service operations, training, or program management, with a proven track record of leading large and distributed teams globally, including remote workforces.
• Superior analytical skills, with the ability to leverage data-driven insights to drive decision-making, optimize processes, and improve outcomes.
• Expertise in the principles and processes of an inbound contact center, with a deep understanding of customer service operations and the critical role that training plays in delivering exceptional customer experiences.
• A Bachelor's Degree in a relevant field, with a strong educational foundation in business, operations, or a related discipline.

Nice-to-Haves

While not essential, the following qualifications and experiences are highly desirable:

• 5+ years' experience in training or a related field, with a proven track record of developing mechanisms to scale globally and drive impact.
• A strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas, strategies, and recommendations in a clear, concise, and compelling manner.

Career Growth and Development Opportunities

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 wide range of career development opportunities, including:

• Leadership development programs, designed to help you build your skills, knowledge, and expertise as a senior leader.
• Training and development opportunities, including workshops, conferences, and online courses, to help you stay up-to-date with the latest trends, technologies, and best practices in customer service operations and training.
• Cross-functional projects and collaborations, providing opportunities to work with different teams, build your network, and drive business outcomes.
• Performance management and feedback, with regular check-ins, coaching, and development planning to help you achieve your goals and aspirations.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our dynamic, inclusive, and supportive work environment. Our company culture is built on a foundation of:

• Customer obsession, with a relentless focus on delivering exceptional customer experiences and driving customer satisfaction.
• Ownership, with a culture of accountability, empowerment, and autonomy, where employees are encouraged to take ownership of their work and drive outcomes.
• Invent and simplify, with a commitment to innovation, simplicity, and continuous improvement, where employees are encouraged to think creatively, challenge assumptions, and drive change.
• Are right, a lot, with a culture of data-driven decision-making, where employees are encouraged to leverage insights, analytics, and best practices to drive business outcomes.
• Learn and be curious, with a commitment to learning, development, and growth, where employees are encouraged to stay curious, seek feedback, and drive their own development.
• Hire and develop the best, with a focus on attracting, retaining, and developing top talent, where employees are encouraged to build their skills, knowledge, and expertise.
• Insist on the highest standards, with a culture of excellence, quality, and attention to detail, where employees are encouraged to strive for excellence in everything they do.
• Think big, with a commitment to innovation, experimentation, and calculated risk-taking, where employees are encouraged to think creatively, challenge assumptions, and drive growth.
• Frugality, with a culture of efficiency, effectiveness, and cost-consciousness, where employees are encouraged to leverage resources, optimize processes, and drive value.
• Earn trust, with a commitment to integrity, transparency, and accountability, where employees are encouraged to build trust, demonstrate integrity, and drive outcomes.
• Dive deep, with a culture of expertise, specialization, and continuous learning, where employees are encouraged to develop their skills, knowledge, and expertise.
• Have backbone; disagree and commit, with a culture of open communication, constructive feedback, and collaborative decision-making, where employees are encouraged to speak up, share their perspectives, and drive outcomes.
• Deliver results, with a focus on driving business outcomes, achieving goals, and delivering results, where employees are encouraged to prioritize, focus, and deliver.

Compensation, Perks, and Benefits

At arenaflex, we offer a comprehensive compensation and benefits package, designed to attract, retain, and reward top talent. This includes:

• Competitive salary and bonus structure, with opportunities for growth, development, and recognition.
• Medical, Dental, and Vision Coverage, with a range of options to support your health and wellbeing.
• Maternity and Parental Leave Options, with a commitment to supporting your family and career goals.
• Paid Time Off (PTO), with a generous allowance to support your work-life balance and personal needs.
• 401(k) Plan, with a range of investment options to support your retirement goals and financial security.

Conclusion

If you are a seasoned customer service operations leader, with a passion for training, development, and excellence, we encourage you to apply for this exciting opportunity to join arenaflex as a Senior Manager, Global Training Delivery Management. With your expertise, experience, and leadership skills, you will play a critical role in driving our customer-centric strategy, delivering exceptional customer experiences, and enabling arenaflex to strive to be Earth's Best Employer. Don't miss this chance to join our dynamic, inclusive, and supportive team, and to take your career to the next level with a global leader in customer service operations.