Experienced Senior Learning Specialist – Driving Exceptional Training Experiences at arenaflex

At arenaflex, we're on a mission to revolutionize the way we learn and grow. As a leading innovator in the industry, we're seeking an exceptional Senior Learning Specialist to join our Amazon Business Customer Service (ABCS) Learning Delivery team. As a key member of our team, you'll have the opportunity to make a lasting impact on the lives of our Customer Support Associates and drive business success through innovative training solutions.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's passionate about empowering our employees to reach their full potential. We're committed to fostering a culture of innovation, collaboration, and continuous learning, and we're looking for like-minded individuals to join our team. As a Senior Learning Specialist, you'll be part of a global team that's dedicated to delivering exceptional training experiences that drive business results.

Job Summary

We're seeking a highly skilled and experienced Senior Learning Specialist to lead and support a team of up to 30 Customer Support Associates. As a Senior Learning Specialist, you'll be responsible for creating an optimal adult learning environment that encourages long-term success. You'll design and deliver programs of diverse modalities, including self-directed, instructor-led, virtual, and experiential learning. You'll also be responsible for coaching, developing, and engaging your Associates, and driving initiatives and programs that continuously improve the training experience.

Key Responsibilities

As a Senior Learning Specialist, you'll perform the following tasks:

• Supervise structured learning metrics and oversee results: You'll be responsible for monitoring and analyzing learning metrics for the assigned territory and region, and identifying areas for improvement.
• Manage live performance metrics end to end: You'll oversee the performance of Customer Support Associates, including metrics such as first contact resolution, average handling time, and customer satisfaction.
• Conduct learning sessions and deliver training courses: You'll design and deliver training programs on new processes, continuous learning, new hire batches, transfer batches, and other topics as required.
• Maintain data and analysis through reports: You'll use Excel to analyze data and create reports on learning metrics, performance metrics, and other key indicators.
• Ensure completion of new hire training program and coaching: You'll ensure that new hires complete the required training program and coaching, and provide ongoing support and guidance as needed.
• Partner with operational stakeholders: You'll work closely with operational stakeholders to ensure that the Learning Experience team is aligned with business objectives and priorities.
• Identify and certify learning coaches: You'll identify and certify learning coaches who can support the development of Customer Support Associates.
• Lead individual improvement projects: You'll lead projects to enhance business performance, including initiatives to improve customer satisfaction, reduce average handling time, and increase first contact resolution.
• Drive quality and learning metrics: You'll work to improve quality and learning metrics, including metrics such as customer satisfaction, first contact resolution, and average handling time.
• Conduct chime sessions and classroom sessions: You'll conduct sessions with stakeholders to discuss learning metrics, performance metrics, and other key indicators.

Requirements

To be successful in this role, you'll need:

• 2+ years of experience in training delivery roles: You'll have experience designing and delivering training programs, and a strong understanding of adult learning principles.
• 1 year experience in Customer Service or customer service-related work experience: You'll have experience working in a customer-facing role, and a strong understanding of customer service principles and best practices.
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software: You'll be proficient in using Microsoft Office Suite and instructional software, and able to create reports and analyze data using Excel.
• Highly accurate and fluent in Japanese and English: You'll be highly accurate and fluent in both Japanese and English, and able to communicate effectively with stakeholders.
• Flexible to work within a 24/7 x 365 days global team across a variety of time zones: You'll be flexible and able to work within a global team that operates across multiple time zones.
• Knowledge of adult learning, content design, and facilitation: You'll have a strong understanding of adult learning principles, content design, and facilitation techniques.
• Experience as a trainer, corporate training specialist, or related position: You'll have experience as a trainer, corporate training specialist, or in a related role, and a strong understanding of training principles and best practices.
• Project management skills with the ability to supervise multiple projects: You'll have experience managing multiple projects simultaneously, and be able to prioritize tasks and meet deadlines.
• Strong ability to multi-task: You'll be able to multitask and prioritize tasks effectively, and able to work in a fast-paced environment.

What We Offer

As a Senior Learning Specialist at arenaflex, you'll have the opportunity to:

• Work with a global team: You'll be part of a global team that operates across multiple time zones, and will have the opportunity to work with colleagues from diverse backgrounds and cultures.
• Drive business results: You'll have the opportunity to drive business results through innovative training solutions, and make a lasting impact on the lives of our Customer Support Associates.
• Develop your skills: You'll have the opportunity to develop your skills and knowledge in areas such as adult learning, content design, and facilitation.
• Enjoy a competitive compensation package: You'll receive a competitive compensation package, including a salary, benefits, and perks.
• Work in a dynamic and forward-thinking organization: You'll be part of a dynamic and forward-thinking organization that's passionate about empowering our employees to reach their full potential.

How to Apply

If you're a motivated and experienced Senior Learning Specialist who is passionate about driving exceptional training experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job