Experienced Sr. Manager, Global Training Delivery Management – Customer Service Excellence at arenaflex
At arenaflex, we're dedicated to revolutionizing the way we deliver exceptional customer experiences. As a leader in the industry, 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.
As a Sr. Manager, Global Training Delivery Management at arenaflex, you'll be responsible for leading a large team of trainers and support staff across the Americas, Europe, India, and Asia Pacific. Your team will play a critical role in delivering 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 in their first 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 mechanisms.
* Report to senior leaders on training completion, quality, and productivity.
* Develop emergency response mechanisms to provide on-demand training services 24/7/365.
* Own new-hire associate experience and enable arenaflex to strive to be Earth's Best Employer.
A Day in the Life:
If you're passionate about this role and want to make an impact on a global scale, please apply! At arenaflex, we value people with unique backgrounds, experiences, and skillsets. We're not just looking for someone who checks all the boxes; we're looking for someone who is driven, innovative, and passionate about delivering exceptional customer experiences.
Benefits Summary:
arenaflex offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
* Medical, Dental, and Vision Coverage
* Maternity and Parental Leave Options
* Paid Time Off (PTO)
* 401(k) Plan
Essential Qualifications:
* 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
Preferred Qualifications:
* 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.
arenaflex is an Equal Opportunity Employer:
arenaflex is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our website.
Compensation:
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $123,900/year in our lowest geographic market up to $204,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
How to Apply:
If you're ready to join a team that's passionate about delivering exceptional customer experiences, please apply via our internal or external career site. This position will remain posted until filled.
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About arenaflex
At arenaflex, we're dedicated to revolutionizing the way we deliver exceptional customer experiences. As a leader in the industry, we're constantly pushing the boundaries of innovation and excellence.
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 mechanisms.
- Report to senior leaders on training completion, quality, and productivity.
- Develop emergency response mechanisms to provide on-demand training services 24/7/365.
- Own new-hire associate experience and enable arenaflex to strive to be Earth's Best Employer.
A Day in the Life
If you're passionate about this role and want to make an impact on a global scale, please apply! At arenaflex, we value people with unique backgrounds, experiences, and skillsets.
Benefits Summary
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
Essential Qualifications
- 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
Preferred Qualifications
- 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.
arenaflex is an Equal Opportunity Employer
arenaflex is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Compensation
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $123,900/year in our lowest geographic market up to $204,900/year in our highest geographic market.
How to Apply
If you're ready to join a team that's passionate about delivering exceptional customer experiences, please apply via our internal or external career site.
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