Experienced Training Manager, Customer Experience – Driving Excellence in Grocery Delivery

At arenaflex, we're revolutionizing the grocery industry by delivering an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to arenaflex Personal Shoppers. We believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community.

Join Our Team

arenaflex is a Flex First team, which means we offer a flexible approach to where we work. Our employees have the freedom to choose where they do their best work—whether it's from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

We're seeking an experienced Training Manager, Customer Experience to lead efforts to create and facilitate best-in-class training programs and content. As a key member of our Learning and Development (L&D) Team, you will work closely with team members across different levels and tenures to design and deliver impactful training sessions to improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. This is an excellent opportunity for a training professional with diverse experience in instructional design and building content.

About the Role

As a Training Manager, Customer Experience, you will be responsible for:

• Leading, coaching, and enhancing the skills and product knowledge of training facilitators to achieve our strategic training vision
• Developing and executing a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally
• Leading the design, implementation, and optimization of impactful learning programs, including onboarding and continuous training sessions for new and existing team members
• Defining and analyzing critical metrics for training activities to measure effectiveness and drive continuous improvement efforts
• Identifying and implementing progressive tools and technology enablers that enhance the effectiveness and efficiency of training classes
• Collaborating closely with Vendor Management teams to ensure consistency in learning development and knowledge retention across the enterprise

About You

To be successful in this role, you will need:

• 10+ years of Customer Support experience
• Minimum 5+ years in training and development, preferably within a contact center environment or tech industry
• 5+ years of experience as a people leader
• 5+ years of experience in curriculum design/development
• Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
• Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
• Strong organizational and project management skills, with the ability to manage multiple priorities and stakeholders simultaneously
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences

Preferred Qualifications

* Worked within multichannel support operations (voice, chat, email, sms)

• Experience in startups, marketplaces, or e-commerce
• Familiarity with working with large, diverse customer support, and operations organizations
• Extensive understanding of agent tools, processes, and best practices in customer support operations
• Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
• Bachelor’s degree in Education, Business Administration, or a related field; advanced degree or certifications in Training and Development

What We Offer

arenaflex provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote, and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For US-based candidates, the base pay ranges for a successful candidate are listed below:

• CA, NY, CT, NJ: $141,000—$157,000 USD
• WA: $136,000—$151,000 USD
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $130,000—$144,000 USD
• All other states: $117,000—$130,000 USD

Why Join arenaflex?

At arenaflex, we're passionate about delivering an exceptional customer experience and creating a positive impact on our community. We're committed to fostering a culture of innovation, collaboration, and growth. If you're a motivated and experienced training professional looking for a new challenge, we encourage you to apply to this exciting opportunity.

Apply Now

If you're ready to do the best work of your life, come join our team at arenaflex. Apply to this job today and take the first step towards a rewarding career in customer experience training. Apply to this job Apply for this job