Experienced Training Manager, Customer Experience – Driving Excellence in Grocery Industry Transformation

At arenaflex, we're revolutionizing the grocery industry by making high-quality food and household essentials accessible to everyone, while also providing safe and flexible earnings opportunities to our Personal Shoppers. We're a Flex First team that believes in the power of flexibility and community, and we're looking for a talented Training Manager, Customer Experience to join our team.

About arenaflex

arenaflex is a leading grocery delivery and shopping service that's transforming the way people shop for groceries. We're a team of innovators, problem-solvers, and customer advocates who are passionate about making a difference in our community. We believe that everyone deserves access to the food they love and more time to enjoy it together.

Overview

The Customer Experience Training Manager will be responsible for leading efforts to create and facilitate best-in-class training programs and content that 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 Team

The Learning and Development (L&D) Team at arenaflex is dedicated to creating and delivering learning solutions that drive our success in assisting our Consumers, Shoppers, Retailers, and International Business Partners. We're a collaborative and dynamic team that's passionate about making a difference in our community.

About the Job

As a Training Manager, Customer Experience, you will:

• Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve our strategic training vision.
• Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally.
• Lead the design, implementation, and optimization of impactful learning programs, including onboarding and continuous training sessions for new and existing team members.
• Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts.
• Identify and implement progressive tools and technology enablers that enhance the effectiveness and efficiency of training classes.
• Collaborate 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'll 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 making a difference in our community. We believe that everyone deserves access to the food they love and more time to enjoy it together. We're a team of innovators, problem-solvers, and customer advocates who are dedicated to delivering an essential service that customers rely on.

How to Apply

If you're ready to do the best work of your life, come join our table. Apply to this job today and become a part of our dynamic team. Apply to this job We can't wait to hear from you! Apply for this job