Experienced Training Manager, Customer Experience – Driving Global Learning Excellence at arenaflex

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're a Flex First team that believes in the power of flexibility and community, and we're building a team that shares our passion for innovation and customer-centricity.

Join Our Mission to Transform the Grocery Industry

As a Training Manager, Customer Experience at arenaflex, you'll play a critical role in shaping the future of our customer support teams. You'll lead efforts to create and facilitate best-in-class training programs and content, working closely with team members across different levels and tenures to design and deliver impactful training sessions that improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. This is an exciting opportunity for a training professional with diverse experience in instructional design and building content.

About the Role

* 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 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 dynamic team that's passionate about innovation, customer-centricity, and continuous learning.

About You

We're looking for a seasoned training professional with a passion for customer experience and a proven track record of delivering high-impact training programs. If you have:

• 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 innovation, customer-centricity, and continuous learning. We believe in the power of flexibility and community, and we're building a team that shares our values. If you're ready to do the best work of your life, come join our table.

Apply Now

If you're a seasoned training professional with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply to this job Apply To this Job

About arenaflex

arenaflex is a leading grocery delivery company that's revolutionizing the way people shop for groceries. We're a Flex First team that believes in the power of flexibility and community, and we're building a team that shares our passion for innovation and customer-centricity. Apply for this job