Experienced Senior Manager, Global Training Delivery Management – Customer Service Excellence at arenaflex

At arenaflex, we're committed 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 excellence. 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 be responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific, driving the quality, productivity, and management of all new hires during their initial weeks at arenaflex. You'll partner closely with program leaders, training designers, and operations teams to ensure that new hires are well-prepared to support customers effectively. Your team will play a critical role in collaborating with training design on process improvements, ensuring that new hires are equipped with the skills and knowledge needed to excel in their roles.

About arenaflex

arenaflex is a customer-obsessed company that's dedicated to making a positive impact on the lives of our customers and employees. We're committed to creating a workplace culture that's inclusive, diverse, and supportive, where our employees can grow and thrive. Our leadership principles are built on a foundation of trust, ownership, and customer obsession, and we're looking for a Senior Manager who embodies these values and is passionate about delivering exceptional customer experiences.

Responsibilities

As a Senior Manager, Global Training Delivery Management, you'll be responsible for:

• Leading an organization of 400+ trainers: You'll oversee a large team of trainers and support staff, providing guidance, coaching, and development opportunities to ensure they're equipped to deliver high-quality training programs.
• Embodying arenaflex's leadership principles: You'll act as a leader of leaders, embodying our leadership principles and inspiring your team to do the same.
• Partnering with Workforce Staffing, Capacity Planning, and Operations: You'll work closely with these teams to ensure that new hires are trained and ready to support customers, driving the quality, productivity, and management of all new hires during their initial weeks at arenaflex.
• Establishing and achieving customer service quality goals: You'll set and achieve customer service quality goals for trainees over their first 300+ contacts, ensuring that new hires are equipped with the skills and knowledge needed to excel in their roles.
• Improving global trainer productivity: You'll identify areas for improvement and develop effective mechanisms to eliminate waste and increase productivity, driving efficiency and effectiveness across the organization.
• Reporting to senior leaders on training completion, quality, and productivity: You'll provide regular updates on training completion, quality, and productivity metrics, ensuring that senior leaders are informed and aligned with our training goals.
• Developing an emergency response mechanism: You'll design and implement an emergency response mechanism to provide on-demand training services 24/7/365, ensuring that our customers receive exceptional support and service.

Requirements

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

• 10+ years' experience in Customer Service operations, training, or program management: You'll have a proven track record of delivering high-quality training programs and managing large teams of trainers and support staff.
• Experience supporting large and distributed employee work groups globally: You'll have experience working with remote workforces and managing teams across different time zones and cultures.
• Superior analytical skills: You'll be able to analyze data and metrics to identify areas for improvement and develop effective solutions.
• Expertise 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 degree in a relevant field, such as business, education, or communications.

Nice-to-haves

While not essential, the following skills and experience would be highly desirable:

• 5+ years' experience in training or a related field: You'll have a proven track record of developing and delivering training programs, with a focus on customer service excellence.
• Proven track record of developing mechanisms to scale globally: You'll have experience developing and implementing mechanisms to scale training programs globally, driving efficiency and effectiveness across the organization.
• Strong writing skills and experience presenting to senior leaders: You'll be able to communicate complex ideas and data insights in a clear and concise manner, with experience presenting to senior leaders and stakeholders.

Benefits

As a Senior Manager, Global Training Delivery Management at arenaflex, you'll enjoy a range of benefits, including:

• Medical, Dental, and Vision Coverage: Comprehensive health insurance to support your physical and mental well-being.
• Maternity and Parental Leave Options: Flexible leave options to support your family and personal needs.
• Paid Time Off (PTO): Generous paid time off to relax, recharge, and pursue your passions.
• 401(k) Plan: A retirement savings plan to help you build a secure financial future.

How to Apply

If you're a motivated and experienced leader who's passionate about delivering exceptional customer 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