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 global leader in e-commerce, we're constantly pushing the boundaries of innovation and customer-centricity. Our Customer Service team is at the forefront of this mission, and we're seeking a highly skilled and experienced Senior Manager, Global Training Delivery Management to lead our worldwide training delivery teams. In this pivotal role, you'll have the opportunity to make a lasting impact on the lives of our new hires and the customers they serve. As a senior operations leader, you'll oversee teams located across the Americas, Europe, India, and Asia Pacific, ensuring that our global workforce is equipped with the skills and knowledge needed to deliver world-class customer service. Your expertise will be instrumental in shaping the new-hire associate experience, enabling arenaflex to strive for its vision of being Earth's Best Employer.

About arenaflex

arenaflex is a global leader in e-commerce, committed to delivering exceptional customer experiences through innovative solutions and cutting-edge technology. Our Customer Service team is at the heart of this mission, working tirelessly to ensure that every customer interaction is a positive and memorable one. With a passion for customer-centricity and a commitment to excellence, we're constantly pushing the boundaries of what's possible in the world of e-commerce.

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, and partnering closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers. Your key responsibilities will include:

• Leading a large team of trainers and support staff: You'll oversee the daily operations of our global training delivery teams, ensuring that our new hires are equipped with the skills and knowledge needed to deliver world-class customer service.
• Embodying arenaflex's leadership principles: As a leader of leaders, you'll embody arenaflex's leadership principles, inspiring and motivating your team to achieve excellence in all aspects of their work.
• Partnering with cross-functional teams: You'll work closely with Workforce Staffing, Capacity Planning, and Operations to ensure that our new hires are trained and ready to support customers, and that our training programs are aligned with business objectives.
• Establishing and achieving customer service quality goals: You'll establish and achieve customer service quality goals for trainees over their first 300+ contacts, ensuring that our new hires are equipped to deliver exceptional customer experiences.
• Improving global trainer productivity: You'll identify areas for improvement and develop effective mechanisms to eliminate waste and increase productivity, ensuring that our training programs are efficient and effective.
• Reporting to senior leaders: You'll report to senior leaders on training completion, quality, and productivity metrics, providing insights and recommendations for improvement.
• Developing emergency response mechanisms: You'll develop an emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our new hires are equipped to handle any situation that may arise.
• Owning the new-hire associate experience: You'll own the new-hire associate experience, ensuring that our new hires are equipped with the skills and knowledge needed to deliver world-class customer service and achieve their full potential.

Requirements

To be successful in this role, you'll need to possess the following qualifications and skills:

• 10+ years' experience in Customer Service operations, training, or program management: You'll have a proven track record of success in leading teams and developing training programs that drive business results.
• Experience supporting large and distributed employee work groups globally: You'll have experience working with remote teams and developing strategies to engage and motivate employees across different regions and time zones.
• Superior analytical skills: You'll be able to analyze complex data and develop insights that inform business decisions.
• Expert in the principles and processes of an inbound contact center: You'll have a deep understanding of the principles and processes of an inbound contact center, including customer service quality metrics and training programs.
• Bachelor's Degree: You'll have a Bachelor's Degree in a relevant field, such as Business Administration, Education, or Communications.

Nice-to-haves

While not required, the following qualifications and skills would be highly desirable:

• 5+ years' experience in training or a related field: You'll have a proven track record of success in developing training programs that drive business results.
• Proven track record of developing mechanisms to scale globally: You'll have experience developing strategies to scale training programs globally, ensuring that they are effective and efficient.
• Strong writing skills and experience presenting to senior leaders: You'll be able to communicate complex ideas and insights in a clear and concise manner, and present to senior leaders with confidence and poise.

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 are healthy and well.
• Maternity and Parental Leave Options: We offer generous maternity and parental leave options, ensuring that our employees can balance work and family responsibilities.
• Paid Time Off (PTO): We offer a generous PTO policy, ensuring that our employees have time to rest and recharge.
• 401(k) Plan: We offer a 401(k) plan, allowing our employees to save for their future and achieve their long-term financial goals.

How to Apply

If you're a motivated and experienced professional with a passion for customer-centricity and a commitment to excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job