Experienced Senior 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 seeking a highly skilled and driven Senior Manager, Global Training Delivery Management to join our team. This pivotal role is responsible for overseeing our worldwide training delivery teams, ensuring that our global workforce is equipped with the knowledge and skills necessary to provide outstanding customer service.

About arenaflex

arenaflex is a customer-centric company that strives to be the most customer-centric organization on earth. We're committed to delivering exceptional experiences that exceed our customers' expectations. Our Customer Service team is at the forefront of this mission, and we're seeking a Senior Manager, Global Training Delivery Management to lead our training delivery teams.

Job Summary

As a Senior Manager, Global Training Delivery Management, you will be responsible for leading a large team of trainers and support staff located across the Americas, Europe, India, and Asia Pacific. You 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. Your team will play a critical role in collaborating with training design on process improvements, ensuring that new hires are well-prepared to support customers effectively.

Responsibilities

As a Senior Manager, Global Training Delivery Management, your key responsibilities will include:

• Leading a team of 400+ trainers: You will be responsible for leading a large team of trainers and support staff, providing guidance, coaching, and development opportunities to ensure their success.
• Embodying arenaflex's leadership principles: You will embody arenaflex's leadership principles, acting as a leader of leaders, and will be accountable for establishing and achieving customer service quality goals for trainees over their first 300+ contacts.
• Partnering with Workforce Staffing, Capacity Planning, and Operations: You will partner 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: You will establish and achieve customer service quality goals for trainees over their first 300+ contacts, ensuring that new hires are well-prepared to support customers effectively.
• Improving global trainer productivity: You will improve global trainer productivity by eliminating waste and developing effective mechanisms, ensuring that our training delivery teams are efficient and effective.
• Reporting to senior leaders: You will report to senior leaders on training completion, quality, and productivity metrics, providing insights and recommendations for improvement.
• Developing an emergency response mechanism: You will develop an emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our customers receive exceptional service even in the most challenging situations.
• Owning the new-hire associate experience: You will own the new-hire associate experience, ensuring that our new hires are well-prepared to support customers and are set up for success in their roles.

Requirements

To be successful in this role, you will need:

• 10+ years' experience in Customer Service operations, training, or program management: You will have a proven track record of success in customer service operations, training, or program management, with a strong understanding of the principles and processes of an inbound contact center.
• Experience supporting large and distributed employee work groups globally: You will have experience supporting large and distributed employee work groups globally, including a remote workforce, and will be able to provide guidance and support to teams located across the Americas, Europe, India, and Asia Pacific.
• Superior analytical skills: You will have superior analytical skills, with the ability to collect, analyze, and interpret data to inform decision-making and drive improvement.
• Bachelor's Degree: You will have a Bachelor's Degree in a relevant field, such as business, education, or communications.

Nice-to-haves

While not required, the following qualifications would be beneficial:

• 5+ years' experience in training or a related field: You will have a strong understanding of training principles and practices, with experience in developing and delivering training programs.
• Proven track record of developing mechanisms to scale globally: You will have a proven track record of developing mechanisms to scale globally, with experience in implementing large-scale training programs.
• Strong writing skills and experience presenting to senior leaders: You will have strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas and data insights in a clear and concise manner.

Benefits

arenaflex offers a comprehensive benefits package, including:

• Medical, Dental, and Vision Coverage: We offer a range of medical, dental, and vision coverage options to ensure that our employees and their families have access to quality healthcare.
• Maternity and Parental Leave Options: We offer generous maternity and parental leave options, ensuring that our employees can balance their work and family responsibilities.
• Paid Time Off (PTO): We offer a generous PTO policy, allowing our employees to take time off when they need it.
• 401(k) Plan: We offer a 401(k) plan, providing our employees with a secure retirement savings option.

How to Apply

If you're a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Apply for this job