Rewritten Job Title:
Experienced Senior Manager, Global Training Delivery Management – Customer Service Operations and Leadership
Rewritten Job Description:
Join arenaflex in Shaping the Future of Customer Service Excellence
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a global leader in innovation and customer-centricity, we're seeking a seasoned Senior Manager, Global Training Delivery Management to lead our worldwide training delivery teams. This pivotal role is a senior operations leader responsible for overseeing teams located across the Americas, Europe, India, and Asia Pacific. The successful candidate will lead a large team of trainers and support staff that deliver thousands of trainings to our global workforce annually, including managing all new hire training for arenaflex Customer Service.About arenaflex
arenaflex is a forward-thinking organization that's committed to being the most customer-centric company on earth. We're driven by a passion for innovation, a commitment to excellence, and a desire to make a meaningful impact on our customers' lives. Our Customer Service team is at the forefront of this mission, and we're seeking a talented leader to join our ranks.Key Responsibilities
As a Senior Manager, Global Training Delivery Management, you'll be responsible for:- Leading an organization of 400+ trainers, fostering a culture of excellence, and driving high-performing teams.
- Embodying arenaflex's leadership principles to be a leader of leaders, inspiring and motivating your team to achieve exceptional results.
- Partnering closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers effectively.
- Establishing and achieving customer service quality goals for trainees over their first 300+ contacts, driving continuous improvement and excellence.
- Improving global trainer productivity by eliminating waste and developing effective mechanisms, ensuring seamless delivery of training services.
- Reporting to senior leaders on training completion, quality, and productivity metrics, providing actionable insights for strategic decision-making.
- Developing an emergency response mechanism to provide on-demand training services 24/7/365, ensuring business continuity and customer satisfaction.
- Owning the new-hire associate experience, enabling arenaflex to strive to be Earth's Best Employer and delivering exceptional customer experiences.
Requirements
To succeed in this role, you'll need:- 10+ years' experience in Customer Service operations, training, or program management, with a proven track record of driving excellence and results.
- Experience supporting large and distributed employee work groups globally, including a remote workforce, with a deep understanding of cultural nuances and diversity.
- Superior analytical skills, with the ability to collect, analyze, and interpret complex data to inform strategic decisions.
- Expertise in the principles and processes of an inbound contact center, with a deep understanding of customer service operations and delivery.
- Bachelor's Degree in a relevant field, such as Business Administration, Education, or Communications.
Nice-to-Haves
While not essential, the following skills and experiences would be highly valued:- 5+ years' experience in training or a related field, with a proven track record of developing and delivering high-quality training programs.
- Proven track record of developing mechanisms to scale globally, with a deep understanding of international markets and cultures.
- Strong writing skills and experience presenting to senior leaders, with the ability to communicate complex ideas and data insights effectively.
Benefits
As a valued member of the arenaflex team, you'll enjoy a comprehensive benefits package, including:- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager, Global Training Delivery Management, you'll have access to:- Regular training and development opportunities, including workshops, conferences, and online courses.
- Mentorship and coaching from experienced leaders and subject matter experts.
- Opportunities to take on new challenges and responsibilities, with a focus on career growth and development.